Thomas Dillon
Cincinnati,OH
Summary
Dynamic Customer Service Representative with proven expertise at New American Funding, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic interactions and effective problem resolution. Proficient in Salesforce and adept at upselling, consistently exceeding performance metrics while fostering a positive team environment. Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Customer Service role. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
New American Funding
Remote
10.2024 - 02.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
Safelite Auto Glass
Remote
02.2023 - 08.2024
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
High School Diploma -
Taylor High School
Cleves, OH06-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Computer proficiency
- Call center experience
- Conflict resolution
- Scheduling
- Call management
- Sales expertise
- Product promotion
- Problem resolution
- Salesforce
- Avaya
- Genysys
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Service Representative
New American Funding
10.2024 - 02.2025
Customer Service Representative
Safelite Auto Glass
02.2023 - 08.2024
High School Diploma -
Taylor High School