THOMAS SCHMIDT
Orlando,United States
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
16
16
years of professional experience
Work History
Customer Experience Agent
Hims
06.2023 - Current
- Collaborated with internal team members to resolve 12-16 customer concerns per hour and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
Customer Support Representative
Bark Technologies
11.2021 - 11.2022
- Worked to achieve 90% and higher customer satisfaction rates by providing optimal customer service and family support
- Took ownership of customer issues and followed problems through to resolution.
- Connected with customers to address questions and resolve issues through phone and email.
Mac+ Chat Tier 1 Support
Apple Inc
05.2015 - 07.2021
- Planned and managed meetings of 15-20 advisors to support company efforts
- Exuded friendliness, professionalism, and enthusiasm for company mission over chat support.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked over 60 individuals daily through basic troubleshooting tasks.
General Manager
Hometown Sports Bar And Grill
01.2011 - 12.2013
- Performed general administrative tasks and ran entire business needs
- Oversaw day to day operations
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Character Performer, Walt Disney Parks and Resorts
01.2008 - 08.2008
- Collaborated on high priority projects with tact and strong attention to detail
- Worked well independently and on team to solve problems
- Served as friendly, hardworking, and punctual employee creating magic daily
- Work in intense heat as well as small spaces for extended periods of time.
Education
Some College (No Degree) -
Theater, Western Illinois University
MacombSkills
- Leadership and Teamwork
- Zendesk
- Dedicated Customer Service Representative dedicated to providing quality care for
- Ultimate customer satisfaction Proven ability to establish and maintain excellent
- Communication and relationships with clients Excellent time management skills
- Combined ten plus years of superior customer service knowledge
- Special Assignments
Timeline
Customer Experience Agent
Hims
06.2023 - Current
Customer Support Representative
Bark Technologies
11.2021 - 11.2022
Mac+ Chat Tier 1 Support
Apple Inc
05.2015 - 07.2021
General Manager
Hometown Sports Bar And Grill
01.2011 - 12.2013
Character Performer, Walt Disney Parks and Resorts
01.2008 - 08.2008
Some College (No Degree) -
Theater, Western Illinois University
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