Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Thrisnethia Holmes

Thrisnethia Holmes

Savannah,GA

Summary

Adept at navigating high-pressure environments, I leveraged my problem-solving abilities and customer service expertise at Working Solutions to enhance client satisfaction and operational efficiency. My proficiency in CRM software and active listening skills led to a significant improvement in customer resolution times, contributing to the company's overall success.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Working Solutions
04.2021 - 06.2023
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Responded to customer calls and emails to answer questions about products and services.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.

Customer Service Representative

Credentia
01.2019 - 03.2021
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
  • Built rapport with clients through active listening, empathy, and understanding of their individual needs.
  • Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
  • Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
  • Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
  • Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
  • Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.

Customer Service Representative

Home Depot
06.2015 - 11.2018
  • 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.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Utilized customer service software to manage interactions and track customer satisfaction.

School Administrative Assistant

Can Academy
08.2011 - 04.2015
  • Maintained a welcoming front office environment for students, parents, staff, and visitors to promote positive school culture.
  • Enhanced student safety by monitoring visitor access and distributing visitor badges as needed.
  • Facilitated effective communication between administration and staff by promptly addressing concerns or inquiries via email or phone calls.
  • Managed school calendar updates for holidays, meetings, conferences, workshops, or special events.
  • Streamlined administrative processes by implementing efficient filing and documentation systems.
  • Supported school events and activities by coordinating schedules, logistics, and resources.
  • Provided support during standardized testing periods by organizing test materials securely before distribution to classrooms.
  • Contributed to efficient class scheduling by organizing room assignments and teacher availability.
  • Assisted in creating a safe school environment by updating emergency protocols regularly.

Assistant Manager

Labor Finders- LFI Ft Pierce
05.2008 - 07.2011
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Completed Daily and Weekly Office Payroll, Maintained Weekly and Monthly. Invoicing

Medical Perinatal Receptionist

Destiny Care
02.2005 - 11.2007
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Maintained confidentiality of information regarding clients and company.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Assisted with planning office events and meetings for smooth execution.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected Cash and Credit Card payments, processed transactions and updated relevant records.
  • Update Patient Medical Records and Process Medical Insurance Claims Through Private Insurance, Medicaid and Medicare.

Bus Driver/Dispatcher Office Assistant

BOE/Laidlaw Transit
09.1996 - 10.2005
  • Kept bus interiors clean and tidy to provide comfortable passenger environments.
  • Completed pre- and post-trip bus inspections for safe passenger transportation.
  • Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
  • Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
  • Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
  • Transported passengers safely along prescribed routes according to tight schedules.
  • Acted calmly, productively and professionally under pressure for helpful emergency response.
  • Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
  • Communicated regularly with central dispatch teams to report delays and route changes.
  • Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
  • Performed bus driving duties while keeping student safety in mind to maintain good safety record.
  • Received excellent customer reviews for friendly, punctual transport services.
  • Kept accurate records of daily logs, incident reports, maintenance checklists, and fuel consumption data for company reference.

Airline Reservation Agent

Airtran Airways
11.1999 - 07.2005
  • Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
  • Collaborated with other departments to ensure seamless travel arrangements for customers, including coordinating flights with ground transportation services.
  • Supported the customer service team by promptly addressing inquiries and resolving issues related to reservations.
  • Participated in ongoing training programs to stay current on industry trends and best practices, ultimately providing better service to customers.
  • Managed multiple phone lines while prioritizing tasks effectively, resulting in efficient handling of high call volumes without sacrificing quality of service.
  • Provided thorough guidance on travel-related matters such as passport requirements and luggage restrictions, enabling passengers to adequately prepare for their flights.
  • Delivered exceptional service under pressure by maintaining composure during peak hours or difficult situations involving flight delays or cancellations.
  • Demonstrated adaptability by seamlessly transitioning between different software systems and airline-specific reservation platforms as needed.
  • Handled sensitive client information responsibly, protecting privacy and adhering to company confidentiality guidelines at all times.
  • Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and uptodate.
  • Contributed to a positive work environment through collaboration with colleagues and adherence to company policies and procedures.

Education

No Degree - Human Services

Saint Leo University
Saint Leo, FL
07.2025

Certificate of Completion - Business

Savannah Technical College
Savannah, GA
05.1994

High School Diploma -

Bryan County High School
Pembroke, GA
06.1990

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Microsoft Excel
  • Payment Processing
  • Professional telephone demeanor
  • Microsoft Outlook
  • Scheduling
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Appointment Scheduling
  • Order Processing
  • Documentation
  • Administrative Support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Customer Relationship Management (CRM)
  • Prioritization
  • De-Escalation Techniques
  • Building rapport
  • Quality Control
  • Clerical Support
  • Live chat support
  • Filing
  • Multi-line phone talent
  • Coordination
  • Assertiveness
  • Order Fulfillment
  • Recordkeeping strengths
  • Account Management
  • Reading Comprehension
  • Office equipment proficiency
  • Conflict Mediation
  • Service standard compliance
  • Medical terminology knowledge
  • Shipping and Logistics
  • CRM software proficiency
  • Key holder experience
  • Delivery Scheduling
  • Credit adjustments

Timeline

Customer Service Representative

Working Solutions
04.2021 - 06.2023

Customer Service Representative

Credentia
01.2019 - 03.2021

Customer Service Representative

Home Depot
06.2015 - 11.2018

School Administrative Assistant

Can Academy
08.2011 - 04.2015

Assistant Manager

Labor Finders- LFI Ft Pierce
05.2008 - 07.2011

Medical Perinatal Receptionist

Destiny Care
02.2005 - 11.2007

Airline Reservation Agent

Airtran Airways
11.1999 - 07.2005

Bus Driver/Dispatcher Office Assistant

BOE/Laidlaw Transit
09.1996 - 10.2005

No Degree - Human Services

Saint Leo University

Certificate of Completion - Business

Savannah Technical College

High School Diploma -

Bryan County High School

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Thrisnethia Holmes