Tamara Thorson
Kimberly,WI
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Solution-focused SaaS Customer Support Agent known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, customer relationship management, and technical support.
Excel in communication, problem-solving, and adaptability, ensuring swift resolution of customer inquiries and enhancement of user experience.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Concentrix
United States Of America, WI
11.2024 - Current
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Consulted with customers regarding needs and addressed concerns.
Customer Service Support Agent
Concentrix
United States Of America, WI
01.2021 - 11.2024
- Responded to Federal inquiries via email (sometimes chat, Webex).
- Provided technical support and advice for customers on how to do certain things with their orders.
- Assisted customers with account set-up and activation.
- Assisted partners/internals with invoice disputes by Crediting or Credit and Rebills for discount, pricing, wrong information listed on invoice errors.
- Obtaining approvals from internals- such as Financial controllers, logistics, manufacturing.
- Resolved customer complaints in a timely manner.
- Maintained up-to-date knowledge of product features and services offered by the company.
- Obtained and provided documentation (shipping, invoices, summary of order, copies of Purchase orders)
Floor Associate
Rogan's Shoes
Appleton, Wisconsin
03.2014 - 01.2021
- Greeted customers and answered their questions about product availability, prices, and use.
- Assisted customers with locating merchandise in the store.
- Maintained high standards of customer service during all interactions.
- Organized displays to attract customers and promote sales.
- Adhered to all safety regulations when handling products and equipment.
- Processed payments for purchases using cash registers or point-of-sale systems.
- Restocked shelves as needed throughout the day.
- Monitored store traffic and responded promptly to customer inquiries and complaints.
- Ensured that aisles were neat, clean, and free from hazards at all times.
- Received shipments of new merchandise and distributed items to appropriate locations.
- Assisted with unloading trucks when necessary.
- Maintained knowledge of current sales and promotions, policies regarding payment methods, returns, exchanges.
Sales Representative
West Corporation
Appleton, Wisconsin
05.2016 - 02.2019
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Conducted market research to identify potential customers and their needs.
- Proactively identi died and resolved shipment issues, ensuring customer satisfaction and timely delivery.
- Provided discounts to obtain small businesses and individual customers business in shipping with FedEx
- Maintained accurate records of all sales and prospecting activities.
- Identified customer needs by asking questions and advising on best solutions.
Education
High School Diploma -
Kimberly High School
Kimberly, WI06-2015
Skills
- Customer service excellence
- Referral coordination
- Complaint handling
- Product and service support
- Problem-solving
- Multitasking and organization
- Live chat support
- Ticket management
- Email management
- Customer response
- Data entry
- Decision-making
- Quality assurance
- Email communication
- Conflict resolution
- Salesforce
- Product knowledge
- Service ticket management
- SLA compliance
- Sales support
- Time management
- Active listening
- Workflow management
- Call center experience
- Customer relationship management (CRM)
- Payment processing
- Service support
- Customer support
- Remote support tools
- Issue follow up
- Cross-functional support
- CRM software
- Cross-functional coordination
- Escalation handling
- SLA management
- Operating systems
- Remote support
- CRM software expertise
- System configuration
- Application support
- Software installation
- Software development
- Software maintenance
Timeline
Customer Support Specialist
Concentrix
11.2024 - Current
Customer Service Support Agent
Concentrix
01.2021 - 11.2024
Sales Representative
West Corporation
05.2016 - 02.2019
Floor Associate
Rogan's Shoes
03.2014 - 01.2021
High School Diploma -
Kimberly High School