THANELLE WRIGHT
Homestead
Summary
Dynamic, customer-focused professional with over 10 years of expertise in customer service, sales, billing support, and conflict resolution. Demonstrated success in consistently exceeding performance metrics while maintaining high CSAT scores and delivering exceptional service in both remote and in-person settings. As a licensed Realtor, a strong commitment to helping clients achieve their goals is evident, with a focus on delivering results through professionalism and genuine care. Proven ability to build lasting relationships and foster client loyalty in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Concentrix
01.2025 - Current
- Data entry, processing cancellations, customer returns and escalating order issues.
- Delivered customer assistance through email, chat, and inbound calls to enhance service experience.
- Facilitated customer understanding of new devices while managing service appointment scheduling for optimal support.
- Managed remote work environments to support team engagement and project continuity.
Customer Service Agent
QVC
01.2024 - 01.2025
- Guided customers through order placement, return procedures, payment transactions, and account access to enhance overall service experience.
- Ensured a 97% quality score to enhance service delivery while consistently exceeding adherence and average handling time targets.
- Provided expert assistance in upselling products while ensuring seamless new account setup for customers.
- Managed remote work environments to support team engagement and project continuity.
Customer Service Representative
Chewy
01.2023 - 01.2023
- Coordinated the fulfillment of prescription and dietary orders, ensuring timely support for pet parents and veterinary clinics.
- Attained exceptional compliance and customer satisfaction scores through diligent service delivery.
- Enabled seamless remote work operations to enhance productivity and flexibility.
Inbound Customer Service Agent
Arise
01.2022 - 01.2023
- Facilitated seamless account setups, leading to improved customer engagement. Streamlined order tracking and returns, resulting in enhanced operational efficiency. Resolved troubleshooting issues, contributing to higher customer retention rates.
- Consistently met or exceeded 98% customer satisfaction targets to enhance client relationships.
- Managed remote work environments to support team engagement and project continuity.
Customer Service Agent
LiveOps
01.2019 - 01.2020
- Executed support strategies for inbound and outbound communications, prioritizing swift issue resolution and informed product recommendations.
- Implemented strategies to enhance productivity in a remote work environment.
Salon & Spa Receptionist / Retail Clerk
Ocean Reef Club
Key Largo, FL
01.2014 - 01.2019
- Oversaw appointment scheduling to improve operational efficiency. Managed transaction processing to ensure accuracy and timeliness. Championed merchandise promotion to drive revenue growth.
- Streamlined report generation processes while delivering exceptional service to guests.
Education
Bachelor’s Degree - Fashion Merchandising
Miami International University of Art & Design
01.2017
High School Diploma - undefined
Keys Gate Charter High School
01.2014
Skills
- CSAT analysis and improvement
- Effective inbound and outbound communication
- Issue escalation management
- Upselling techniques
- Knowledge of KPIs: AHT, QA, CSAT
- In-depth product knowledge
- Remote work proficiency
Certification
Licensed Florida Realtor (Valid through 09/2027)
Timeline
Customer Service Agent
Concentrix
01.2025 - Current
Customer Service Agent
QVC
01.2024 - 01.2025
Customer Service Representative
Chewy
01.2023 - 01.2023
Inbound Customer Service Agent
Arise
01.2022 - 01.2023
Customer Service Agent
LiveOps
01.2019 - 01.2020
Salon & Spa Receptionist / Retail Clerk
Ocean Reef Club
01.2014 - 01.2019
High School Diploma - undefined
Keys Gate Charter High School
Bachelor’s Degree - Fashion Merchandising
Miami International University of Art & Design