Chynna Thomas
Americus,Georgia
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Concentrix
07.2023 - Current
- Utilize CRM software to access and update member records, demonstrating proficiency in database management and data entry
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Customer Service Agent
Alorica
05.2021 - 09.2022
- Assisted members with troubleshooting major appliances, enhancing technical support skills
- Guided members through requesting repair services, exchanges, or replacements for major appliances
- Ensured effective communication between manufacturers and members to facilitate issue resolution
- Provided detailed product support by interpreting manufacturer guidelines and troubleshooting steps
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
CRS
Chime Solutions
01.2021 - 05.2021
- Recorded documentation of member interactions and resolutions to ensure seamless follow-up
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
Blackboard
11.2020 - 01.2021
- Company Overview: Contract position
- Responded to inquiries from future and current college students regarding registration procedures
- Clarified financial aid requirements and addressed concerns related to tuition assistance
- Provided detailed information on course prerequisites and academic policies to students
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Correctional Officer
Macon State Prison
04.2020 - 11.2020
- Inspected inmate cells regularly to ensure compliance with facility regulations
- Wrote detailed incident reports, documenting observations and security breaches
- Applied conflict resolution techniques to de-escalate potentially dangerous situations
- Enforced facility protocols and supported safety of both staff and inmates
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
Captioning Assistant
Hamilton Relay
06.2017 - 12.2019
- Edited captions in real-time to correct inaccuracies and enhance clarity for users
- Provided excellent service by maintaining professionalism and adhering to company standards
- Facilitated communication between hearing and non-hearing individuals in emergency situations
- Ensured technical functionality of captioning software to deliver uninterrupted services
- Played a key role in maintaining company reputation by ensuring the delivery of error-free captions across all projects.
- Enhanced customer satisfaction by providing timely and accurate captions for various media platforms.
- Simplified complex information during live events, providing clear and concise captions that allowed viewers to fully understand the content being presented.
Customer Service Representative
Teleperformance
09.2014 - 07.2017
- Handled incoming customer service calls for AT&T, resolving service issues and providing troubleshooting
- Provided customers with detailed explanations of billing discrepancies and service changes
- Guided customers through step-by-step solutions for account management and device setup
- Ensured customer satisfaction by delivering prompt resolutions while upholding company policies
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Information Technology Security Administrator - Information Technology Security Administrator
My Computer Career
Raleigh, NC05.2025
Skills
- Technical Support
- Issue Resolution
- Google Suite
- Quality Assurance
- Customer service
- Data entry
- Problem resolution
- Workforce Training
- Outstanding communication skills
- Office 365
- User Support
- System Analysis
Certification
Pathways Professional Development Certificate
ITSA Certificate
Timeline
Customer Service Agent
Concentrix
07.2023 - Current
Customer Service Agent
Alorica
05.2021 - 09.2022
CRS
Chime Solutions
01.2021 - 05.2021
Customer Service Representative
Blackboard
11.2020 - 01.2021
Correctional Officer
Macon State Prison
04.2020 - 11.2020
Captioning Assistant
Hamilton Relay
06.2017 - 12.2019
Customer Service Representative
Teleperformance
09.2014 - 07.2017
Information Technology Security Administrator - Information Technology Security Administrator
My Computer Career
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