Desiree Thompson

Desiree Thompson -- Summary Diligent Support Specialist that brings top skills in communication, retention and conflict resolution. Recognized for handling customer complaints with integrity and professionalism to maintain customer satisfaction. Motivated team player committed to contributing to company success goals. Skills Issue and Complaint Resolution Call Documentation CRM Software 57 wpm Typing Speed Customer service Microsoft Office Microsoft Teams Excel Spreadsheet Google Suite Problem Resolution Call Center Environments Project Management Working efficiently within a remote setting Experience Customer Experience Agent (Remote) DraftKings LLC | Jan 2023 - Now Maintained a customer resolution rate of 96% during my tenure with the company. Upheld quality control policies and procedures to increase customer satisfaction. Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service. Customer Service Team Lead/Warranty Claim Processor (Hybrid) TDC USA Inc| Feb 2020 -Dec 2022 Implemented new processes that resulted in a 17% increase in customer satisfaction ratings from the time I was hired. Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction. Generated 36% more revenue to the company from the previous year by prioritizing accurate and approved claims as well as assisting with processing out of warranty claims. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Senior Technical Support Specialist Apple Inc | Mar 2017-Dec 2019 Assisted 30 - 40 customers daily with troubleshooting hardware and software issues guiding them with step by step instructions to ensure the finest quality of service is given. Identified and solved high level technical issues with a variety of diagnostic tools as well as providing detailed notes to internal teams for further review. Occasionally followed up with clients when necessary utilizing CRM systems such as CORE to document any ongoing issues as well as updating previous ones if available. Education and Training General Studies/ High School Diploma North Crowley High School | June 2009 Business Administration/ Music Therapy Grambling State University | June 2011 Texas College | June 2014