Summary
Overview
Work History
Education
Skills
Timeline
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MiKaitlen Thomas

Lawrenceville,GA

Summary

Experienced with applying psychological principles, handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering trust and loyalty.

Overview

8
8
years of professional experience

Work History

Customer Assistance Specialist

Toyota Financial Services
11.2024 - Current
  • Enhanced customer loyalty through effective communication and problem-solving skills.
  • Decreased response times by streamlining processes for handling customer inquiries.
  • Managed a high volume of calls while maintaining professionalism and empathy toward each customer''s unique needs.
  • Adhered strictly to all company guidelines regarding data privacy and confidentiality while managing sensitive client information with care; this resulted in zero breaches during my tenure.
  • Assisted in the development of new procedures, resulting in more efficient resolution of customer concerns.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Boosted company reputation by consistently providing exceptional service to all clients.

Customer Service Representative

Honda Financial Services
02.2023 - 11.2024
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.

Account Manager

PAI Industries Inc.
10.2021 - 02.2023
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.

Customer Service Representative

Home Depot
12.2018 - 10.2021
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.

Customer Service Representative

At Home Store
02.2017 - 12.2018
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Bachelor of Arts - Psychology

Southern New Hampshire University
01-2024

Certificate - Data Literacy in Psychology

Southern New Hampshire University
01-2024

Skills

  • Customer service
  • Conflict resolution
  • Data management
  • Process improvement
  • Empathetic listening
  • Complaint handling
  • Problem-solving
  • Microsoft Excel
  • Data entry
  • Decision-making
  • Microsoft outlook
  • Computer proficiency
  • Customer relationship management (CRM)
  • Microsoft PowerPoint
  • Documentation
  • Data collection

Timeline

Customer Assistance Specialist

Toyota Financial Services
11.2024 - Current

Customer Service Representative

Honda Financial Services
02.2023 - 11.2024

Account Manager

PAI Industries Inc.
10.2021 - 02.2023

Customer Service Representative

Home Depot
12.2018 - 10.2021

Customer Service Representative

At Home Store
02.2017 - 12.2018

Bachelor of Arts - Psychology

Southern New Hampshire University

Certificate - Data Literacy in Psychology

Southern New Hampshire University

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MiKaitlen Thomas