TONI THOMPSON
Customer Management
Fort Worth,TX
Summary
Customer service professional with 15+ years of experience supporting customers in high-volume call center and fast-paced operational environments. Proven ability to handle escalations, resolve issues efficiently, and communicate clearly with diverse customers. Known for professionalism, empathy, and maintaining service standards while meeting strict performance metrics. Strong computer and system navigation skills with experience across multiple platforms.
Overview
27
27
years of professional experience
Work History
Assistant Transportation Manager
LX Pantos (3PL for LG Electronics)
Fort Worth, TX
08.2007 - 09.2024
- - Served as a primary customer contact in a high-volume service environment, responding to inquiries, resolving issues, and managing escalations.
- - Delivered consistent, professional communication to internal and external customers while meeting service-level expectations.
- - Trained and coached team members on customer interaction standards, documentation accuracy, and issue resolution.
- - Managed time-sensitive requests and exceptions, ensuring clear follow-up and customer satisfaction.
- - Maintained accurate records and reports using multiple systems and Microsoft Office tools.
Lead Call Center Representative
Pier 1 Imports – Call Center
Fort Worth, Texas
02.1998 - 08.2007
- - Handled high-volume inbound customer calls related to orders, billing, returns, and general inquiries.
- - Resolved complex and escalated customer concerns with empathy and professionalism.
- - Supported team members with difficult calls and assisted with onboarding and training.
- - Met or exceeded call quality, resolution time, and customer satisfaction metrics.
Education
Some College (No Degree) -
Tarrant County College
Fort Worth, TXSkills
- Customer Service & Call Center Support
- Escalation & Issue Resolution
- Professional Communication
- Customer Relationship Management
- Time & Schedule Management
- Data Entry & Documentation
- Microsoft Office
- Multi-System Navigation
- Microsoft Excel
- Outlook
- Word
- SAP
- Transportation Management Systems
Timeline
Assistant Transportation Manager
LX Pantos (3PL for LG Electronics)
08.2007 - 09.2024
Lead Call Center Representative
Pier 1 Imports – Call Center
02.1998 - 08.2007
Some College (No Degree) -
Tarrant County College