Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanaysia Thomas

Orange

Summary

Successful Customer Care Professional with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

10
10
years of professional experience

Work History

Customer Care Professional

American Express
11.2022 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.
  • Communicated with clients regarding account services, statements, and balances.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Resolved concerns with products or services to help with retention and drive sales.

Workforce Real Time Analyst

American Express
11.2023 - 06.2024
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Analyzing data within pulse as it pertains to CCP availability and call abandon rates

Customer Care Professional

Atlantic Federal Credit Union
02.2018 - 09.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Communicated with clients regarding account services, statements, and balances.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.

Customer Service Professional

Tiffany And Company
10.2014 - 05.2017
  • Assisted customers by answering questions and responding to inquiries.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer calls and emails to answer questions about products and services.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.

Education

Associate of Science - BIOLOGY/PRE-MED

Essex County College
Newark, NJ
05.2021

Skills

  • Active Listening
  • Teamwork and Collaboration
  • Call Center Operations
  • Customer Account Management
  • Calm and Professional Under Pressure
  • Decision-Making
  • Excellent Communication
  • Multitasking Abilities
  • Business Recovery and Sustainability
  • Data Evaluation
  • Training and Development
  • Organization and Time Management
  • Planning and Coordination
  • Written Communication
  • Scheduling Optimization
  • Workforce Management

Timeline

Workforce Real Time Analyst

American Express
11.2023 - 06.2024

Customer Care Professional

American Express
11.2022 - Current

Customer Care Professional

Atlantic Federal Credit Union
02.2018 - 09.2020

Customer Service Professional

Tiffany And Company
10.2014 - 05.2017

Associate of Science - BIOLOGY/PRE-MED

Essex County College

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Tanaysia Thomas