Deja Thomas
Palmdale
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Insurance claims agent
USAA foundever
03.2023 - 09.2024
- Provided exceptional customer service by responding to inquiries in a timely manner and offering support throughout the claims process.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Improved customer satisfaction rates by addressing claimant concerns promptly and providing clear explanations of policy coverage.
- Identified potential fraud cases through careful analysis of claim data, collaborating with special investigation units when necessary.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Call agent
Collections Etc
12.2021 - 01.2023
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Sent patients out there test results
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Representative
Sears
09.2019 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Six flags
05.2018 - 09.2019
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
No Degree - Medical Assistant
Career Care Institute
Lancaster, CA11-2025
State License - Certified Phlebotomy Technician
CALRegional
Lancaster, CA01-2025
High School Diploma -
R-Rex
Palmdale, CA05-2019
Skills
- Customer service
- Microsoft office
- Call Center
- Scheduling
- Sales
- Organizational skills
- Fast learner
- Flexible schedule
- Multitasking
Certification
- Epi compliance certificate of completion for HIPAA Security annual training
- CPR Training with American Heart Association
Timeline
Insurance claims agent
USAA foundever
03.2023 - 09.2024
Call agent
Collections Etc
12.2021 - 01.2023
Customer Service Representative
Sears
09.2019 - 04.2020
Customer Service Representative
Six flags
05.2018 - 09.2019
No Degree - Medical Assistant
Career Care Institute
State License - Certified Phlebotomy Technician
CALRegional
High School Diploma -
R-Rex
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