Victoria Thompson
Atlanta,GA
Summary
Skilled in interpersonal communication and customer service, with a strong focus on professionalism and empathy. Demonstrated ability to resolve customer inquiries independently and efficiently, while managing high volumes of inbound calls. Proficient in Microsoft Office Suite and experienced with EMR systems and virtual contact center platforms. Committed to enhancing customer satisfaction and fostering positive relationships to drive company success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative(Hybrid)
Amazon Corporate/Northwest Center
Nashville, Tennessee
06.2024 - 09.2025
- Addressed high-volume inbound calls, resolving customer inquiries and concerns efficiently.
- Utilized Amazon's CRM to document customer interactions for future reference.
- Developed strategies to reduce wait times and improve customer experiences.
- Monitored call metrics to ensure adherence to service level agreements.
- Escalated complex issues to supervisors for prompt resolution when necessary.
Customer Service Representative
Convergent/TSI
Nashville, USA
07.2019 - 05.2023
- Streamlined processing of verification paperwork for low-income utility customers.
- Facilitated the generation of approval letters and necessary documentation requests.
- Accurately documented customer calls, including payment arrangements and inquiries.
- Maintained professionalism during challenging calls through effective telephone etiquette.
Long Term Support Specialist – ECF
Blue Shield / Blue Cross
08.2016 - 04.2018
- Worked as a support specialist for the Employment and Community First Choices (ECF) program for people with intellectual and developmental disabilities.
- Assisted Case Managers in locating providers and processing services for enrollment.
- Provided long-term account services to members and acted as a liaison between case managers, members, and providers.
Secretary
Metro Nashville Public Schools (MNPS)
Nashville, USA
01.2015 - 08.2016
- Greeted visitors and answered calls to provide exceptional front desk support.
- Managed all correspondence to ensure effective communication within the office.
- Assisted with disciplinarian duties, supporting student behavior management initiatives.
- Organized and maintained office files for efficient information retrieval.
Education
Computerized Bookkeeping - Accounting
Center for Employment Training
San Francisco, CASkills
- Customer support expertise
- Proficient in Microsoft Office Suite
- Customer relationship management (CRM)
- Resolution of complaints
- Active listening abilities
- Reliability and punctuality
- Communication effectiveness
- Problem-solving skills
- Call center protocols
- Compliance with HIPAA regulations
References
References available upon request.
Timeline
Customer Service Representative(Hybrid)
Amazon Corporate/Northwest Center
06.2024 - 09.2025
Customer Service Representative
Convergent/TSI
07.2019 - 05.2023
Long Term Support Specialist – ECF
Blue Shield / Blue Cross
08.2016 - 04.2018
Secretary
Metro Nashville Public Schools (MNPS)
01.2015 - 08.2016
Computerized Bookkeeping - Accounting
Center for Employment Training