Customer Service Rep

Daniel D. Thomas

2665 Fox Hall Lane

College Park, Georgia 30349

662-871-5019

ddthomas38@gmail.com

CUSTOMER SERVICE AGENT / 8 YEARS' EXPERIENCE IN CALL CENTER SETTINGS

Polished, professional customer service agent offering. 7 years of experience providing customer support in busy call center environments for internet and credit card customers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

 

EXPERIENCE:

 

Customer Service Representative 

2013-Present, GreenSky Credit, Atlanta, GA

 

Professionally handle incoming calls, voice mails and emails to ensure that customer, merchant and sponsor issues are resolved both promptly and accurately with the highest possible degree of respect and urgency. Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document the interaction through contact tracking. Appropriately escalate caller issues to the proper team or supervisor. Perform administrative duties on occasion. 

 

Customer Service Agent 

2010-2013, APAC Customer Service Inc., Davenport, IA

 

VIASAT-WILDBLUE INTERNET

 

Handled outbound/inbound calls to enhance customer use of browser capabilities, foxfire, optimizer and electronic agreement. Chatted with customer online and by email to answer questions concerning billing, payments, disconnections, suspension, setting up service calls and creating new accounts. Used multiple systems to make sure data has posted correctly to calendar and transfer emails to new accounts. Sold Direct TV to new customers.   

 

Customer Service Agent

2005-2010, APAC Customer Service Inc., Davenport, IA

 

CITI BANK

 

Outbound calls to existing customers for installment loans. Inbound/outbound inquiries to sale watch guard premiere, credit protector, customer inquiries, complaints, billing questions and payment extension. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, operations and consumer affairs divisions.

Key Accomplishments:

•Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

•QA goals are set for 85% and I average 97.8%. 

•Helped company attain high customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

 

 

 

 

Dispatcher

2002-2005, Universal AC& Refrigeration Trucking, Atlanta, GA

 

Scheduled and dispatched workers, equipment, service vehicles to appropriate locations according to customer requests. Arranged for necessary repairs to restore truck service, communicated work orders, messages, and information to or from supervisors, and drivers. Consulted with customers, supervising personnel in order to address questions, problems, and requests for service or equipment. Prepared work and run schedules. 

 

 

EDUCATION

8/2001-5/2002, Business Management, Mary Holmes College, West Point, MS. 

  • ID#: 81905
  • Location: Atlanta, GA , 30349

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