Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Thirza Bonner

Philadelphia

Summary

Dynamic customer service professional with proven team leadership at Insomnia Cookies. Skilled in cash handling and problem-solving, I excel in enhancing customer satisfaction and fostering positive relationships. My proactive approach and strong communication skills have consistently driven repeat business and elevated service standards in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Shift Leader

Insomnia Cookies
01.2024 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Completed cash and credit card transactions accurately using POS software.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
  • Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Enforced company policies and regulations with employees.

Customer Support Specialist

PHH Mortgage Services
12.2020 - 04.2023
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Customer Care Representative

Accu-Staffing
03.2016 - 12.2019
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Education

No Degree - Social Work

Camden County College
06-2008

High School Diploma -

Wilmington High School
Wilmington, DE
07-1995

Skills

  • Positive attitude
  • Cash handling
  • Team leadership
  • Problem-solving
  • Customer service focus
  • Team motivation
  • Strong verbal and written communication
  • Team collaboration and leadership

Certification

  • Business Administrative Assistant, Drake Business School - 9/2/1998

Timeline

Shift Leader

Insomnia Cookies
01.2024 - Current

Customer Support Specialist

PHH Mortgage Services
12.2020 - 04.2023

Customer Care Representative

Accu-Staffing
03.2016 - 12.2019

No Degree - Social Work

Camden County College

High School Diploma -

Wilmington High School

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Thirza Bonner