Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terrica Thornton

Miami

Summary

Dynamic customer service professional with a proven track record at Publix, excelling in policy enforcement and customer satisfaction. Adept at resolving conflicts with empathy and professionalism, while coaching teams to enhance service techniques. Skilled in order fulfillment and maintaining high-quality standards, ensuring compliance and fostering long-term customer loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Team Lead

Publix
08.2019 - Current
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.

Customer Service Representative

Bulletline
02.2018 - 08.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Packaging Operator

Teva Pharmaceuticals
07.2015 - 01.2018
  • Communicated effectively with team members and supervisors to address any concerns or issues that arose during daily operations.
  • Labeled, recorded, and inspected packaging to prepare for shipment or storage.
  • Managed multiple tasks simultaneously while meeting tight deadlines, maintaining high-quality standards in all aspects of work performed.
  • Ensured proper labeling of packages according to regulatory requirements, avoiding potential fines or product recalls due to noncompliance.

Education

General Studies

Hialeah Miami Lakes
Hialeah, FL
08.2003

Skills

  • Policy enforcement
  • Customer satisfaction
  • Professional telephone demeanor
  • Order fulfillment

Timeline

Customer Service Team Lead

Publix
08.2019 - Current

Customer Service Representative

Bulletline
02.2018 - 08.2019

Packaging Operator

Teva Pharmaceuticals
07.2015 - 01.2018

General Studies

Hialeah Miami Lakes

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Terrica Thornton