Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Vincent Thompson

North East,MD

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

14
14
years of professional experience

Work History

Loan Specialist

Discover Financial
05.2023 - Current
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Developed strong relationships with customers through high levels of customer service.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Negotiated loan terms and conditions with customers to secure best deal.
  • Managed over 50 customer calls per day.

Senior Call Center Representative

Discover Financial
03.2021 - 05.2023
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Managed over 100 customer calls per day.

Call Center Representative

Continuum
06.2020 - 03.2021
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Addressed customer account discrepancies and concerns.
  • Managed over 100+ customer calls per day.

Direct Support Specialist

Bayside Community Network
01.2016 - 06.2020
  • Monitored clients to assess and report physical and behavioral changes to supervisors.
  • Administered medication as directed by physician.
  • Developed rapport to create safe and trusting environment for care.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Transported clients to medical and dental appointments to provide support.
  • Assisted disabled clients to support independence and well-being.
  • Scheduled daily and weekly care hours for client caseload

Customer Service Associate

Wawa
02.2014 - 12.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Service Specialist

JcPenney
10.2012 - 02.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to build rapport and loyalty.
  • Managed efficient cash register operations.

Receiver

Amazon Fulfilment
08.2013 - 01.2014
  • Kept work areas clean, safe and organized.
  • Loaded and unloaded boxes and pallets using safe operating procedures and correct equipment.
  • Unloaded pallets and deliveries and organized products in warehouse.
  • Placed, tagged, and secured merchandise in diverse designated areas.

Cashier

McDonald’s
01.2010 - 06.2011
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Cleaned and organized condiment and beverage stations to maintain tidiness.
  • Demonstrated excellent multitasking skills, balancing customer orders and requests to maintain satisfaction.

Education

High School Diploma -

James Madison High School
Norcross, GA
06.2012

High School Diploma -

Elkton High School
Elkton, MD

No Degree - Business Administration

Perdue Global University
West Lafayette, IN

Skills

  • Active Listening
  • Written and Oral Communications
  • Time Management
  • Critical Thinking

Languages

English

Timeline

Loan Specialist

Discover Financial
05.2023 - Current

Senior Call Center Representative

Discover Financial
03.2021 - 05.2023

Call Center Representative

Continuum
06.2020 - 03.2021

Direct Support Specialist

Bayside Community Network
01.2016 - 06.2020

Customer Service Associate

Wawa
02.2014 - 12.2015

Receiver

Amazon Fulfilment
08.2013 - 01.2014

Service Specialist

JcPenney
10.2012 - 02.2014

Cashier

McDonald’s
01.2010 - 06.2011

High School Diploma -

James Madison High School

High School Diploma -

Elkton High School

No Degree - Business Administration

Perdue Global University

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Vincent Thompson