Claudia J. Thomas
7455 East Milagro
Mesa, AZ 85209
Summary of Qualifications: Willing to learn new things. Results driven professional with experience in the customer service field. Excellent problem solving skills and a strong orientation for customer service/satisfaction. Excellent written and oral communications skills. Able to work under pressure in a fast-paced, time sensitive environment. Ability to work flexible hours and overtime as required.
Lead Operations Representative Bank of America Phoenix, Arizona 11/2004 - 10/2009 Answer incoming calls from customer that have been victims of fraudulent actions. Determine if case is valid and set up claims. Take escalated calls from customers who need additional assistance with problems they are experiencing with their claims and accounts. Work with credit card and atm accounts.
Sales Associate Macys & Robinsons May Mesa, Arizona 12/2000 - 12/2006 Provide outstanding customer service to shoppers; suggest products, monitor-fitting rooms, complete sales, cash handling, register balancing , merchandising stock, sale set up, markdowns and, inventory.
Customer Service Supervisor/Mail-File Room Supervisor DS Barkley Insurance Management Scottsdale, Arizona 09/2000 - 09/2004 Recruited to start up a customer service department and hire staff to support the incoming calls and written inquires from policyholders and agents, was later given responsibility of the file room as well. Responsible for daily management and the administration of the customer service department. - Analyze and solve issues that arise in a positive and productive manor. - Managing a mixture of inbound and outbound call activities with job responsibilities including; procedures, training, customer correspondence and special projects. - Hiring and development of a staff to service the customer service needs of our agents and insured. - Involved in all aspects of customer service, including answering questions, problem solving and interfacing with underwriting and other management staff. - Processed all incoming and outgoing mail.
Customer Service Advisor/Supervisor AT&T, Mesa, Arizona 05/1997 - 04/2000 Customer Service Advisor within the Collections Department. Promoted to Assistant Supervisor because of strong qualifications. Known for effective communication with customers and vendors to promote expedient and cost-effective product delivery. Known for follow-up to ensure complete customer satisfaction. - Was vital in the negotiation and collection of delinquent accounts. - Proven ability to manage projects from planning through execution and completion. - Trained, directed and motivated staff. - Established work priorities and assist staff with problem resolution.
Quality Analyst/Supervisor TRW Queen Creek, Arizona 07/1995 - 04/1997 Instrumental in the daily operations of the Quality Department. A known leader with excellent organizational and administrative skills. - Effective in prioritizing workflow to meet customer demands and company obligations. - Acquired extensive experience in Quality Control. - Precise and detail oriented in coordinating departmental reports.
Customer Service Advisor/Lead Customer Service Advisor/Telecommunications Analyst American Express Phoenix, Arizona 12/1978 - 07/1995 Scope of responsibility was diverse and included all aspects of the credit card industry. Within 18 years built a comprehensive resume in customer service, management, claims research, POS advisor, and telecommunications analyst. - Personally structured and managed complete Data Center moves. - Directed complex claims analysis. - Established long-term and profitable business relationships, encouraging repeat business. - Liaison between customers and vendors for new installations, billing, and moves adds and changes. - Challenged daily to learn the latest in telecommunications technology for complete customer satisfaction. - Worked with Departmental manager for hands-on knowledge of the departmental budget.
Software Knowledge: America Online; Lotus 1-2-3; Lotus Notes; Microsoft Access; Microsoft Excel; Microsoft Office; Microsoft PowerPoint; Microsoft Word; Microsoft Works; Windows 2000; FDR; Fast Data; 1st pursuit; Microsoft Outlook; CentreVu and TCS
Education: University of Phoenix, Phoenix, AZ Bachelor of Science Business Management Degree: 1998