Scarlett Thompson
Eden
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Dedicated and responsive professional with proven skills in classroom management, behavior modification, and individualized support. Comfortable working with students of different skill levels to promote learning and boost educational success. Serves as role model by using growth mindset to develop young minds and inspire love of learning.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Concierge Representative
Renewal By Anderson
Greensboro
02.2025 - Current
- Greeted clients and answered inquiries about window replacement services.
- Scheduled appointments and coordinated follow-up communications with potential customers.
- Provided detailed information on product features and benefits to assist decision-making.
- Resolved customer complaints effectively, ensuring satisfaction with service interactions.
- Maintained organized records of client communications and service requests.
- Collaborated with sales teams to streamline customer service processes and improve efficiency.
- Answered phone calls promptly while maintaining a professional attitude.
- Managed the check-in process for arriving guests including verifying identification and credit card information.
Customer Service Representative
ContinuumGlobal
Richmond
09.2024 - 02.2025
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries via phone, email, and chat.
Substitute Teacher
Rockingham County Schools
Eden
01.2024 - 09.2024
- Maintained a safe learning environment by enforcing school rules and regulations.
- Left notes for head teacher about notable students, events and problems.
- Engaged students in discussions to promote interest and drive learning.
- Maintained classroom order and enforced school and class rules.
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
- Developed and enforced behavioral management plans.
- Attended training and workshops to improve teaching skills.
- Encouraged positive behavior among students through effective communication techniques.
- Provided notes and reports on school day activities to primary teacher.
- Showed PowerPoint Presentations, videos and interactive websites to aid students with comprehension.
- Assisted with classroom management issues when needed.
- Assisted struggling students with classroom assignments with one-on-one tutoring.
- Maintained accurate records of student performance, attendance and behavior.
- Provided instruction and guidance to students in the absence of a regular teacher.
- Followed established lesson plans to continue learning trajectory.
- Requested as substitute teacher based on excellent referrals and trusted performance.
- Organized classroom activities, games and tasks to enhance interactive learning experience.
Trainer
Faneuil, Dominion Energy, Confroy Blvd
Richmond
01.2020 - 01.2024
- Updated course materials based on industry changes or customer requests.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Monitored student progress throughout courses.
- Prepared reports on training activities and results.
- Maintained detailed records of attendance at each session.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Created and distributed instructional materials to support training sessions.
- Participated in meetings related to curriculum development.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Organized and maintained course material files, documents, and records.
- Provided feedback on instructor performance during classes.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Collaborated with other trainers to develop effective strategies for teaching.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Maintained up-to-date knowledge of industry trends and best practices.
Education
Bachelor of Science - Elementary Education
University of Phoenix
Tempe, AZ 08.2023 - 09.2025
Skills
- Microsoft Excel
- Account management
- Proofreading
- Complaint resolution
- Account updating
- Scheduling
- Recordkeeping strengths
- Positive and professional
- Data entry
- Call triaging
- Stress management
- Call center procedures
- Problem-solving
- Active listening
- Call escalation
- Office equipment proficiency
- De-escalation techniques
- Customer satisfaction measurement
- Hospitality and accommodation
- Complaint handling
- Multi-line telephone operations
- Training development aptitude
- Critical thinking
- Paperwork processing
- Customer relationship management (CRM)
- Microsoft PowerPoint
- Problem resolution
- Inbound and outbound calling
- High-energy attitude
- Empathy and patience
- Multi-task management
- Strong teamwork
- Call center operations
- Classroom management
- Effective communication
- Student engagement
- Lesson planning
- Behavior management
- Conflict resolution
- Verbal and written communication
- Group and individual instruction
- Creative problem solving
- Results-focused
- Test proctoring
- Disciplinary procedures
Education and Training
other
References
References available upon request.
Timeline
Concierge Representative
Renewal By Anderson
02.2025 - Current
Customer Service Representative
ContinuumGlobal
09.2024 - 02.2025
Substitute Teacher
Rockingham County Schools
01.2024 - 09.2024
Bachelor of Science - Elementary Education
University of Phoenix
08.2023 - 09.2025
Trainer
Faneuil, Dominion Energy, Confroy Blvd
01.2020 - 01.2024