THELMA NILSSEN
customer service rep
Puyallup,WA
Summary
Dynamic Production Team Leader with a proven track record at Deseret Industries, excelling in process improvements and team training. Skilled in quality control and conflict resolution, I enhanced efficiency and reduced waste, fostering a collaborative environment that drove productivity and team performance. Committed to achieving operational excellence and customer satisfaction.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Production Team Leader
Deseret Industries
10.2021 - 06.2024
- Oversaw daily production workflows, ensuring adherence to safety and quality standards.
- Trained and mentored new team members on operational procedures and equipment usage.
- Implemented process improvements that enhanced efficiency and reduced waste in production lines.
- Monitored inventory levels, coordinating with supply chain for timely restocking of materials.
- Collaborated with management to develop training programs that improved team performance and productivity.
- Mentored new employees, providing them with the necessary knowledge and guidance to become effective members of the production team.
- Actively participated in continuous improvement initiatives, contributing valuable insights on process optimization strategies.
- Facilitated regular team meetings to discuss progress towards goals, identify challenges, and develop solutions collaboratively.
Aerospace Ground Equipment Journeyman
Skills Inc.
06.2013 - 01.2014
- Operated machinery to assemble products efficiently and consistently.
- Collaborated with team to maintain a clean and safe production environment.
- Conducted regular equipment inspections to ensure optimal performance and maintenance.
- Supported inventory management by tracking materials and supplies for production needs.
- Cross-trained in multiple positions to offer skilled assistance with different parts of production line.
- Met or exceeded daily production goals through diligent work ethic and effective teamwork strategies.
- Set up, operated and maintained production machinery.
- Worked closely with supervisors to address concerns regarding product quality or machine performance issues, proactively seeking solutions.
Customer Service Representative
Virgin America
- Resolved customer inquiries through effective communication and problem-solving skills.
- Processed ticketing requests using advanced reservation systems to ensure seamless travel experiences.
- Educated customers on Virgin America's services and policies, fostering informed decision-making.
- Assisted customers with flight changes and cancellations, providing timely solutions to enhance satisfaction.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Assisted customers with flight bookings, cancellations, and changes using proprietary systems.
Sales Associate
Cold Water Creek
09.2009 - 01.2010
- Assisted customers with product selection and provided exceptional service to enhance shopping experience.
- Maintained visual merchandising standards to ensure attractive product displays and promote sales.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Collaborated with team members to achieve daily sales targets and improve store performance.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
DEVELPMENT AND DONOR ACQUISITION
FOUNDATION VAMOS MEXICO
01.2010 - 03.2010
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
TAHOMA SENIOR HIGH
Maple Valley, WAAssociate of Science - Sociology
BRIGHAM YOUNG UNIVERSITY ID
Rexburg, IDBARBER LICENCE
THE BARBER COLLEGE
Federal Way, WA09-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Order processing
- Administrative support
- Microsoft PowerPoint
- Technical support
- Quality control
- Clerical support
- Filing
- Product sales
- Multi-line phone talent
- Sales expertise
- Store maintenance
- Recordkeeping strengths
- Spreadsheets
- Service upselling
- Staff education and training
- Sales closing
- Key holder experience
- Warehousing functions
Certification
- Licensed BARBER
- FINGER PRINTING CERTIFICATE
Work Preference
Work Type
Part TimeLocation Preference
RemoteOn-SiteTimeline
Production Team Leader
Deseret Industries
10.2021 - 06.2024
Aerospace Ground Equipment Journeyman
Skills Inc.
06.2013 - 01.2014
DEVELPMENT AND DONOR ACQUISITION
FOUNDATION VAMOS MEXICO
01.2010 - 03.2010
Sales Associate
Cold Water Creek
09.2009 - 01.2010
Customer Service Representative
Virgin America
High School Diploma -
TAHOMA SENIOR HIGH
Associate of Science - Sociology
BRIGHAM YOUNG UNIVERSITY ID
BARBER LICENCE
THE BARBER COLLEGE