Shell Thomas
Little Rock
Summary
Dynamic and results-driven professional with extensive experience in customer service. Proven ability in problem-solving and conflict resolution, enhancing client satisfaction through effective call management. Skilled in data entry and team collaboration, fostering a positive environment while training new team members. Committed to maintaining high standards of service excellence.
Overview
7
7
years of professional experience
Work History
Call Center Representative
Summit Credit Union
04.2023 - 09.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Laboratory Order Associate
EXACT Sciences
09.2021 - 12.2022
- Followed established procedures to enter and process data correctly.
- Ensured compliance with HIPAA regulations by consistently maintaining patient confidentiality and protecting sensitive information during documentation processes.
- Organized, sorted, and checked input data against original documents.
Barista
Starbucks
09.2017 - 06.2020
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Piano Teacher
Self Employed
08.2019 - 03.2020
- Boosted student confidence in their abilities through consistent positive reinforcement and encouragement.
- Introduced students to appropriate hand positioning, finger transitions and pedal use.
- Developed lesson plans, selected course materials and prepared assignments.
Children's Choir Accompanist
Second Presbyterian Church
09.2016 - 03.2020
- Performed sight-reading tasks quickly during practices, enabling swift transitions between pieces without sacrificing accuracy.
- Supported the choir director and other instructors including leading activities and providing one-on-one assistance.
Education
Some Coursework Completed - Environmental Sciences
Tulane University
New Orleans, LASome Coursework Completed - Environmental Studies
Hendrix College
Conway, ARHigh School Diploma -
Parkview Arts And Science Magnet
Little Rock, AR05-2010
Skills
- Customer service
- Call management
- Problem solving
- Data entry
- Team collaboration
- Training and coaching
- Attention to detail
- Conflict resolution
Timeline
Call Center Representative
Summit Credit Union
04.2023 - 09.2023
Laboratory Order Associate
EXACT Sciences
09.2021 - 12.2022
Piano Teacher
Self Employed
08.2019 - 03.2020
Barista
Starbucks
09.2017 - 06.2020
Children's Choir Accompanist
Second Presbyterian Church
09.2016 - 03.2020
Some Coursework Completed - Environmental Sciences
Tulane University
Some Coursework Completed - Environmental Studies
Hendrix College
High School Diploma -
Parkview Arts And Science Magnet
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