JAYONNA THOMAS
Shreveport
Summary
Dedicated and results-oriented customer service representative with over 10 years of experience in providing exceptional support to diverse clientele. Proficient in handling customer inquiries, resolving issues, and ensuring satisfaction through effective communication and problem-solving skills. Skilled in utilizing CRM systems and multitasking in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Resolution Coordinator III
Walmart
10.2023 - 01.2024
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
- Utilized advanced problem-solving skills to address unique challenges faced during the resolution process, resulting in satisfactory outcomes for all parties involved.
- Facilitated constructive dialogue between disputing parties using conflict management techniques that led to successful case resolutions.
Customer Experience Representative
Comcast, Xfinity
04.2020 - 08.2023
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products services.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
Customer Service Representative
Amazon
02.2018 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Bachelor of Science in Information Technology (BSI
Remington College
Shreveport, LA2023
Skills
- Adaptability
- Creative Problem Solving
- Coaching & Training
- Data Analytics
- Strategic Planning
- Communication Skills
Leadership Experience & Activities
Comcast
Trained/Mentored
- Organized and facilitated training sessions for new hires and existing employees
- Developed job skill checklists and associated training programs to verify employee readiness to perform work
- Scheduled training sessions and events, ensuring the availability of necessary resource
Timeline
Resolution Coordinator III
Walmart
10.2023 - 01.2024
Customer Experience Representative
Comcast, Xfinity
04.2020 - 08.2023
Customer Service Representative
Amazon
02.2018 - 03.2020
Bachelor of Science - Bachelor of Science in Information Technology (BSI
Remington College
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