Deandra Thompson
St.Simmons,GA
Summary
Dedicated and results-driven Customer Service Professional with over 5 years of experience in high-volume call centers and customer support roles. Skilled in handling complex inquiries, de-escalating issues, and delivering outstanding service across phone, chat, and email channels. Recognized for excellent communication, problem-solving, and multitasking abilities while maintaining high customer satisfaction ratings. Adept at working in fast-paced environments and committed to contributing to organizational success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Chat & Call Representative
Sutherland Global Services
11.2023 - 01.2025
- Engage with customers via chat, phone, and email to resolve inquiries, complaints, and technical issues efficiently.
- Manage multiple chat sessions and calls simultaneously while ensuring accuracy and quality of service.
- Utilize active listening and empathy to deliver tailored solutions and maintain customer loyalty.
- Collaborate with cross-functional teams to streamline processes and enhance the customer experience.
- Maintain accurate documentation of customer interactions in CRM systems.
Customer Support Specialist
Hinduja Global Solutions, HGS
01.2021 - 01.2023
- Took inbound calls from members, customers, providers (doctors), and any CIGNA associated parties responding to requests for information and assistance with benefits.
- Checked if Customers were eligible to receive benefits associated with their individual or company sponsored health insurance plan.
- Checked for in-network primary care or specialist doctor in a geographical area or specialty for customers.
- Educate on disease management programs and healthy living programs personalized to the customer’s medical condition or health improvement goals.
Customer Service & Debt Collections Representative
Teleperformance / Comcast Account
01.2019 - 01.2021
- Provided professional customer support through phone and chat, assisting with billing, account inquiries, and debt resolution.
- Demonstrated strong negotiation and conflict resolution skills while maintaining compliance standards.
- Consistently exceeded performance metrics for customer satisfaction and call handling time.
- Assisted in training and mentoring new hires on effective communication and service strategies.
Education
Bachelor in Political Science -
University of The West Indies
11-2021
High School Diploma -
Tarrant High
07-2016
Skills
- Excellent verbal & written communication
- Call center operations & CRM systems
- Conflict resolution & de-escalation
- Multitasking & time management
- Customer satisfaction & retention strategies
- Technical support & troubleshooting
Certification
- Customer Service Excellence Certification
- Advanced Communication Skills Training
Timeline
Chat & Call Representative
Sutherland Global Services
11.2023 - 01.2025
Customer Support Specialist
Hinduja Global Solutions, HGS
01.2021 - 01.2023
Customer Service & Debt Collections Representative
Teleperformance / Comcast Account
01.2019 - 01.2021
Bachelor in Political Science -
University of The West Indies
High School Diploma -
Tarrant High