Thomas Nelson
Oshkosh,WI
Summary
Dynamic customer service professional with extensive experience at Alta Resources, excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction through effective communication and training initiatives. Skilled in data entry and conflict resolution, driving operational success and fostering team development.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Alta Resources
01.2019 - Current
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Facilitated training sessions for new team members, enhancing onboarding process and knowledge retention.
- Implemented feedback mechanisms to improve service delivery and customer satisfaction levels.
- Developed and maintained comprehensive product knowledge to assist customers effectively.
Customer Service Representative
West Business Services
08.2016 - 08.2019
- Making outbound calls to small business owners to connect them with American Express to help with the spending needed to run their businesses, and earn rewards for that spending.
- Assisted customers with resolving billing issues and helping them redeem points earned. Assisted customers and educated them on other products available to help offset business costs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
General Manager
Choice Marketing
06.2013 - 03.2016
- Supervised employees who were hired to canvass door-to-door for better utilities pricing.
- Managed all payroll processing for employees.
- Mentored employees so they could have the confidence and knowledge to perform their job duties.
- Was responsible for hiring and training new employees.
Vice President
JNJ Communications
01.2010 - 01.2013
- Was responsible for day-to-day operations of an AT&T Authorized Retailer.
- I also led initiatives to secure business accounts within the surrounding counties to drive revenue growth.
- Developed and implemented comprehensive marketing strategies that increased brand visibility and market share.
- Established performance metrics to evaluate the success of employees, to drive success, and accountability for employees.
Education
Associate of Science - Electronics Engineering
ITT Technical Institute
Grand Rapids, MI04-1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
Timeline
Customer Service Representative
Alta Resources
01.2019 - Current
Customer Service Representative
West Business Services
08.2016 - 08.2019
General Manager
Choice Marketing
06.2013 - 03.2016
Vice President
JNJ Communications
01.2010 - 01.2013
Associate of Science - Electronics Engineering
ITT Technical Institute