Salesforce, SAP, ATG, Microsoft Office, Outlook
Lora Thigpen
Dacula
Summary
Dynamic Customer Support Specialist with proven success at Chico's FAS, recognized for enhancing customer satisfaction through effective conflict resolution and empathy. Skilled in Salesforce and adept at multitasking, I consistently exceeded performance metrics, fostering loyalty and positive feedback while managing complex transactions and maintaining detailed records.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Chico's FAS
06.2021 - 06.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed complex transactions, ensuring accuracy and timely processing of orders.
- Managed escalated issues effectively, providing solutions that aligned with company policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
Siemens Healthcare Diagnostics
10.2000 - 03.2017
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Education
Bachelor of Arts - English/Theatre
Albion College
Albion, MISkills
- Call center experience
- Salesforce
- Live chat support
- Conflict resolution
- Payment processing
- Multitasking and organization
- Empathy and patience
- Email communication
- Tracking and documentation
Software
Timeline
Customer Support Specialist
Chico's FAS
06.2021 - 06.2025
Customer Service Representative
Siemens Healthcare Diagnostics
10.2000 - 03.2017
Bachelor of Arts - English/Theatre
Albion College
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