KESHA ANDERSON THOMPSON
Augusta
Summary
Dynamic customer service professional with extensive experience at T-Mobile USA Inc., excelling in customer care and support. Proven ability to enhance client satisfaction through effective communication and problem-solving skills. Adept at managing complex inquiries and fostering positive relationships, ensuring optimal service delivery and retention. Strong background in technical support and team leadership.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE REP LEVEL
DHS DIVISION
Augusta
12.2020 - Current
- Establishes child support obligations and ensures that such obligations are met
- Communicates with clients and other constituents via telephone, email correspondence and direct contact to ensure that support obligations are met
- Manages a caseload to ensure that child support obligations are met
- Performs other professional responsibilities as assigned by supervisor
Administrative Assistant
RICHMOND COUNTY DEPARTMENT OF FAMILY & CHILDREN SE
Augusta
05.2023 - 12.2025
- Processed invoices from providers with state contracts for Richmond County.
- Coordinated communication between families and service providers.
- Handled inquiries from the public regarding family services programs.
- Supported training of new administrative staff on office procedures.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Conducted weekly DNA screenings.
ASSISTANT TEAM LEADER
UNISYS CORP
Augusta
06.2018 - 08.2020
- Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products
- Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
- Escalate complex problems to the Remote Support Engineering staff or Field Engineering
- Managed approximately 150 incoming calls, emails and faxes per day from customers.
- Distributed individual assignments to team members and monitored progress towards monthly goals
- Reviewed quality to access performance
- Cultivated productivity and quality while supervising team of 20 employees who assist clients with customer support
- Mentor junior team members on protocols and procedures of each station to maximize contributions
- Held meetings with employees to evaluate performance and make plans for improvement.
ENRICHMENT TEACHER
NIIT MEDIA TECHNOLOGY
Augusta
09.2016 - 10.2017
- Optimized learning plans, quantifying student progress through test administration
- Oversaw day-to-day operations, including managing curriculum implementation and continuous improvement of industry best practices
- Observed other instructors and lecturers, gathering valuable techniques to be implemented into future lectures and courses
- Created guides and course materials to reiterate lecture information and help students
- Defined and articulated learning outcomes, including measurements, performance metrics and changes to improve student learning
- Earned positive feedback from parents regarding classroom instruction and student learning success
- Initiated new learning methods, promoting total student comprehension while curbing learning time
- Applied various teaching aids to minimize learning gaps and effectively instruct and motivate students
- Worked closely with students and parents to increase positive feedback from parents and boost overall student success
- Created art lesson plans for approximately 200 students weekly
TAX ASSOCIATE
TAXSLAYER LLC
Augusta
01.2015 - 04.2015
- Prepared US, multi-state and international tax returns for business clients
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement
- Facilitated integration of modern tax software with client accounting software
- Offered clients recommendations to reduce tax liabilities
- Prepared written responses or tax return amendments to resolve state and federal notices
- Reviewed client's tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
CUSTOMER SERVICE REPRESENTATIVE
T-MOBILE USA INC
Augusta
09.2009 - 02.2014
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes
- Responded to customer requests for products, services and company information
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Education
Associate of Applied Arts - ACCOUNTING
Augusta Technical College
Augusta, Georgia, GA01-2005
Skills
- Center
- Customer Care
- CSR
- Customer Support
Timeline
Administrative Assistant
RICHMOND COUNTY DEPARTMENT OF FAMILY & CHILDREN SE
05.2023 - 12.2025
CUSTOMER SERVICE REP LEVEL
DHS DIVISION
12.2020 - Current
ASSISTANT TEAM LEADER
UNISYS CORP
06.2018 - 08.2020
ENRICHMENT TEACHER
NIIT MEDIA TECHNOLOGY
09.2016 - 10.2017
TAX ASSOCIATE
TAXSLAYER LLC
01.2015 - 04.2015
CUSTOMER SERVICE REPRESENTATIVE
T-MOBILE USA INC
09.2009 - 02.2014
Associate of Applied Arts - ACCOUNTING
Augusta Technical College