Thamar Kalangala
Bridgeport,CT
Summary
Friendly and positive, with strong communication and people skills. Understands customer service basics and can handle several phone lines at once. Delivers great service and builds strong relationships with customers.
Well-organized, with strong communication and multitasking skills. Experienced in customer service and office tasks like managing phone systems and scheduling. Dedicated to making guests feel welcome and keeping front desk operations running smoothly.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Ignite Fitness Holdings
11.2024 - Current
- Responded to customer inquiries, providing accurate information and resolving issues promptly.
- Assisted in managing high call volumes while maintaining positive customer interactions.
- Documented customer feedback, contributing to service improvement initiatives.
- Utilized CRM software to track customer interactions and ensure follow-up actions were completed.
- Collaborated with team members to streamline communication processes and enhance efficiency.
- Adapted quickly to new tools and procedures, ensuring smooth transitions during system updates.
- Participated in training sessions, enhancing knowledge of products and services offered by the company.
- Developed effective solutions for common customer concerns, improving overall satisfaction ratings.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Collaborated closely with sales and customer service teams to ensure seamless communication and issue resolution.
- Maintained organized records of customer accounts and transactions for reference.
- Supported account adjustments and applied payments timely to minimize errors.
- Educated customers on billing procedures and payment options effectively.
- Reconciled overpayments and requested refund checks for credit balances or billing errors.
- Maintained excellent rapport with customers through professional communication during all stages of the billing process.
Game Presenter
Evolution Gaming
05.2023 - 05.2024
- Delivered engaging live gaming sessions, enhancing player interaction and entertainment.
- Operated gaming equipment and technology, ensuring seamless gameplay experiences.
- Monitored game performance to uphold high standards of quality and compliance.
- Collaborated with team members to innovate game presentation techniques and improve player retention.
- Maximized audience engagement through interactive elements such as quizzes, polls, or contests during live broadcasts.
- Increased game participation through effective communication and rapport-building with players.
- Monitored gameplay for fairness, promptly addressing any discrepancies or disputes.
- Boosted customer satisfaction by providing clear instructions and maintaining a professional demeanor during gameplay.
- Seamlessly transitioned between various games throughout each work shift, showcasing versatility as a presenter.
- Maintained high-quality broadcasts by adjusting camera angles, lighting, and sound levels as needed.
- Managed multiple gaming tables, ensuring smooth operations and timely rotation of games.
Fulfillment Expert
Target
12.2022 - 05.2023
- Managed order fulfillment processes to ensure timely and accurate delivery of merchandise.
- Coordinated with team members to optimize inventory management and stock replenishment.
- Implemented best practices for product handling to maintain quality standards in the fulfillment center.
- Trained new staff on operational procedures and safety protocols to enhance team efficiency.
- Utilized inventory management systems to track stock levels and streamline order processing workflows.
- Collaborated with team members to meet daily targets, contributing to overall company success and growth.
Membership Representative/Fitness Consultant
Powerhouse Gym & Fitness Cener
06.2022 - 11.2022
- Assisted members in selecting appropriate fitness programs based on individual goals and preferences.
- Conducted facility tours, highlighting amenities and services to enhance member engagement.
- Processed membership applications and payments efficiently, ensuring accurate record-keeping.
- Collaborated with team members to develop promotional campaigns that increased membership enrollment.
- Addressed member inquiries and concerns promptly, fostering a positive community atmosphere.
- Provided exceptional customer service by promptly addressing inquiries, resolving concerns, and offering tailored solutions to meet member needs.
- Improved member retention rates through consistent communication, personalized support, and addressing individual needs.
Education
No Degree - Sociology ( Con. in Criminology And Cri. Justice)
Southern Connecticut State University
New Haven, CT12-2026
High School Diploma -
Notre Dame High School
Fairfield05-2020
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Resolving issues
- Building rapport
- System documentation
- Calm under pressure
- Microsoft office
- Policies and procedures adherence
- De-escalation techniques
- Interpersonal skills
- Appointment scheduling
Languages
French
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale
Interests
Reading
Music
Singing
Software
Microsoft Office
Timeline
Call Center Representative
Ignite Fitness Holdings
11.2024 - Current
Game Presenter
Evolution Gaming
05.2023 - 05.2024
Fulfillment Expert
Target
12.2022 - 05.2023
Membership Representative/Fitness Consultant
Powerhouse Gym & Fitness Cener
06.2022 - 11.2022
No Degree - Sociology ( Con. in Criminology And Cri. Justice)
Southern Connecticut State University
High School Diploma -
Notre Dame High School