Vivienne Thompson
Frisco,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Risk and Compliance Agent
IKEA Frisco
Frisco, TX
04.2017 - 10.2020
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Monitored central alarm systems for fire, intrusion and duress alarms and responded to emergencies.
- Identified violators and escorted departing personnel to guard against theft of property.
- Trained loss prevention staff, retail managers and store employees on loss control and prevention measures.
- Collaborated with law enforcement in investigating and solving theft and fraud cases.
- Performed thorough cash audits and deposit investigations.
Customer Service Team Leader
IKEA Frisco
Frisco, TX
09.2013 - 04.2017
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Used SAMS to keep records of customer interactions, customer accounts and file documents.
- Handled day-to-day customer contact via phones, faxes and emails.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Guided team members with clear directions, timelines, and feedback.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Collaborated with third party delivery teams to determine likely timetables and organize efficient deliveries.
Customer Service Specialist
IKEA Frisco
Frisco, TX
04.2009 - 08.2013
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Switchboard Operator
IKEA Frisco
Frisco , TX
07.2005 - 04.2009
- Announced important information and emergency notifications over PA system.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
- Maintained up-to-date knowledge of emergency call procedures.
- Supported the emergency response team during emergency situations, such as lost children, serious injuries and possible evacuations.
Education
Associate of Arts - Health Information Management
Collin County Community College District
McKinney, TX 06.2017 - 12.2022
Skills
- CCTV Monitoring
- Detail-Oriented
- Detailed Activity Logs
- First Aid Training
- CPR Certified
- Customer Service
- Microsoft Office
- Team Leadership
Languages
Spanish
Native or Bilingual
Certification
- CPC - Certified Professional Coder
Timeline
Associate of Arts - Health Information Management
Collin County Community College District
06.2017 - 12.2022
Risk and Compliance Agent
IKEA Frisco
04.2017 - 10.2020
Customer Service Team Leader
IKEA Frisco
09.2013 - 04.2017
Customer Service Specialist
IKEA Frisco
04.2009 - 08.2013
Switchboard Operator
IKEA Frisco
07.2005 - 04.2009
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