Hi, I’m
Thomas Sebastian
Daly City,CA
Summary
Experienced Customer Specialist with a proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable, and attentive to customer needs.
Overview
20
years of professional experience
Work History
Imperfect Foods
Customer Service Associate
10.2017 - 04.2023
Job overview
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Managed a high volume of customer inquiries through various communication channels, including email, chat, and phone.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Utilized Zendesk and Kustomer platforms to provide excellent customer service regarding account management, purchases, and delivery inquiries.
- Facilitated delivery investigations, and reported, and tracked customer accounts with real-time deliveries through Onfleet.
- Coordinated with cross-functional teams, including operations, logistics, delivery, and marketing to resolve customer issues promptly and efficiently.
- Maintained high professionalism and a positive attitude while handling customer inquiries and complaints.
- Trained new customer service associates on company policies, communication best practices, and customer service techniques.
Lifewatch
Device Activation Representative/Client Care Coordinator
01.2008 - 03.2017
Job overview
- Assisted patients with set up and troubleshooting of Ambulatory Cardiac Telemetry devices by using cellular technology.
- - Enrolled clients in Paceart and Softaid systems by verifying all essential aspects.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- - Established corporate credibility by effectively communicating with patients & referring clinics.
- - Handled inbound call volumes as it pertained to enrollments, billing, technical, and customer service issues.
- - Maintained a high-volume workload within a fast-paced office environment.
- Trained new personnel regarding company operations, policies, and services.
Paul's Run Retirement Community
Dietary Server
01.2003 - 12.2008
Job overview
- Served food and beverages promptly with focused attention to customer needs.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Trained new waitstaff to company policies and serve food promptly and in a timely manner.
Education
Lincoln Technical Institute Philadelphia, PA
Associate of Applied Science from Network System Administrator
06.2007
Northeast High SchoolPhiladelphia, PA
High School Diploma
06.2002
Skills
- Proficient in using Zendesk and Kustomer platforms for customer service management
- Adept in using Onfleet platform for delivery investigation and tracking
- Exceptional problem-solving and analytical skills
- Ability to work well under pressure in a fast-paced environment
- Softaid System
- Paceart System
- Live Chat
- Phone customer service
- Quality Assurance
- Customer Relationship Management
- Safety Regulations
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Call Volume and Quality Metrics
- Customer Service and Assistance
- Livechat Messaging
- MS Office Proficiency
- Verbal Communication
- Product Knowledge
Languages
English
Professional Working
Malayalam
Native or Bilingual
Timeline
Customer Service Associate
Imperfect Foods
10.2017 - 04.2023
Device Activation Representative/Client Care Coordinator
Lifewatch
01.2008 - 03.2017
Dietary Server
Paul's Run Retirement Community
01.2003 - 12.2008
Lincoln Technical Institute
Associate of Applied Science from Network System Administrator
Northeast High School
High School Diploma
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