Overview
Work History
Education
Skills
Timeline
Employee of The Month Award

Thomas Townslay

HGS CX Technologies
Peoria,IL
12
years of professional experience

Work History

Customer Reresentative

12 Years
HGS CX Technologies | 06.2014 - 06.2026
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Streamlined customer support processes, improving response times and satisfaction rates.
  • Collaborated with cross-functional teams to address customer feedback and drive service improvements.
  • Assisted in training new representatives to enhance team performance and service quality.
  • Analyzed customer interactions to identify trends and implement proactive solutions for recurring issues.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
  • Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.

Education

Bachelor of Arts - Business

Lakeland University | Plymouth, WI

Skills

Quality assurance
Product support
Transaction support
Customer service
Efficient documentation
Data management
Assertiveness
De-escalation
Inbound call answering
Call handling
Active listening
Customer service
Order fulfillment
Customer relations
Microsoft Office Suite
Documentation management
Customer education
Building rapport
Customer relationship management (CRM)

Timeline

Customer Reresentative

HGS CX Technologies
06.2014 - 06.2026Read More

Lakeland University

Bachelor of Arts from Business
Read More

Employee of The Month Award

Selected Employee of the Month out of 114 agents.

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Thomas Townslay