KESHIA THOMAS
McDonough,GA
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expert in conflict resolution, communication, and problem-solving. A team player who adapts to evolving needs through efficient and empathetic service. Recognized for reliability and a proactive approach to fulfilling customer and organizational objectives.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
ARISE
Remote
11.2019 - Current
- Handled billing concerns and order inquiries
- Interacted with customers through live chat, email and phone
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Accident Tow Dispatcher
Geico
10.2015 - 10.2019
- Took incoming customer calls requesting tow services.
- Dispatched drivers to tow vehicles from the scene.
- Contacted tow yards to confirm vehicle info and get release documents, then dispatched drivers to tow vehicles to repair shops.
- Directed dispatching, routing, and tracking of 32 fleet vehicles.
Data Processor
Focus Ga (Dougherty Co DFCS)
Albany, GA
07.2013 - 09.2015
- Registered and processed applications for Food Stamps and Medicaid.
- Took inbound calls from customers.
- Used Excel and Word to log and track client information.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Reduced errors in submitted applications through thorough review processes and attention to detail.
- Managed high volumes of incoming applications, prioritizing tasks effectively to meet deadlines consistently.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Microsoft Excel
- Payment processing
- Appointment scheduling
- Live chat support
- Team management
Timeline
Customer Service Representative
ARISE
11.2019 - Current
Accident Tow Dispatcher
Geico
10.2015 - 10.2019
Data Processor
Focus Ga (Dougherty Co DFCS)
07.2013 - 09.2015
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