KENZIE THOMAS
MEMPHIS
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service
10.2017 - Current
- Oversee customer account details and update data as needed.
- Complied with communication policies and procedures.
- Assisted in resolving account-related problems with precision.
- Employ suitable techniques/tools to deliver precise, reliable and comprehensive information.
- Managed complaints efficiently by implementing effective solutions and providing necessary follow-ups.
- Maintained detailed logs of customer interactions.
- Stay informed about changes in tax laws.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
Accountant Associate
Sam's Club
04.2013 - 01.2017
- Maintained accurate balance across registers and office cash flows.
- Organizes and updates accounting records
- Collects and allocates finances to ensure optimal register performance.
- Generated insights through comprehensive analysis of financial data.
- Contributed to investigative efforts in accounting.
- Manages and directs cash fund transfers.
- Reviews inconsistencies in accounting office reports and cash collections.
- Uphold confidentiality in handling sensitive financial data.
- Ensured precise calculation and preparation of daily bank deposits.
Education
High School Diploma -
Fairley High School
Memphis, TN05.2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Microsoft PowerPoint
- Dispute resolution
- Product and service solutions
- Multi-line phone talent
- Account management
Timeline
Customer Service Representative
Internal Revenue Service
10.2017 - Current
Accountant Associate
Sam's Club
04.2013 - 01.2017
High School Diploma -
Fairley High School
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