Justin Thomas
C wing 113 Sagar View CHS LTD, Behind St Joseph Church, Mira Rd East, Thane District, Mumbai,MH
Summary
Dedicated customer care professional with extensive experience in delivering exceptional service, resolving customer issues, and driving customer satisfaction across various industries. Proven ability to handle high-pressure situations, meet performance metrics, and foster strong customer relationships. Seeking to contribute my skills and expertise to a dynamic organization while advancing my professional development.
Overview
9
9
years of professional experience
Work History
Cathay Pacific Airway
Customer Service Representive
01.2024 - 01.2025
- Delivered exceptional customer service through inbound calls and digital platforms, consistently achieving high scores in FCR, AHT, and ASAT.
- Handled reservations, rebooking, and cancellations with strict adherence to company guidelines.
- Resolved diverse customer inquiries and complaints promptly to enhance satisfaction.
- Promoted services and upgrades, contributing to revenue goals through effective sales pitches.
- Maintained accurate records of customer interactions and ensured compliance with company standards.
- Collaborated with cross-functional teams to resolve complex issues and improve customer service processes.
- Exceeded performance metrics in customer satisfaction and efficiency.
Concentrix
Customer Service Representive
10.2020 - 11.2021
- Handled complaints, carried out follow-ups, and managed incoming calls while maintaining detailed interaction records.
- Guided customers through product installation and updates while addressing queries effectively.
First Credit Services
Debt Collector
11.2018 - 09.2020
- Monitored accounts daily and identified outstanding receivables.
- Investigated historical data for debts and encouraged timely payments through professional communication.
- Processed refunds, resolved billing issues, and prepared detailed collection activity reports.
Sterling Talent Solutions
Drug Analyst
10.2017 - 08.2018
- Conducted drug analysis, classified drugs, and managed customer orders efficiently.
- Reported and analyzed drug results, ensuring compliance with regulatory standards.
Intelenet Global Services
Customer Service Representative
12.2015 - 05.2017
- Managed large volumes of incoming calls and assessed customer needs to deliver high satisfaction.
- Built trust through interactive communication and provided accurate, valid, and timely solutions.
- Met sales targets and handled complaints within time limits, ensuring resolution and follow-up.
Education
Bachelor in Commerce - Commerce
Shri Venkateswara Open University
Arunachal Pradesh01-2019
Skills
- Customer Service Expertise: Excellent verbal and written communication skills, active listening, and the ability to explain complex information in simple terms
- Problem-Solving: Efficient in identifying issues and providing quick, effective solutions
- Multitasking & Time Management: Skilled at managing multiple customer interactions simultaneously with precision
- Product Knowledge: In-depth understanding of products and services to educate customers, offer accurate information, and troubleshoot effectively
- Team Collaboration: Strong interpersonal skills for working with colleagues and management; actively shares feedback for continuous improvement
- Adaptability: Quick learner who adjusts to changing policies, systems, and customer needs
- Customer Relationship Building: Builds trust and rapport through open communication and follow-ups to ensure satisfaction
Languages
English
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Malayalam
Bilingual or Proficient (C2)
Hobbies
Drawing & Painting
Listening to Music
Timeline
Cathay Pacific Airway
Customer Service Representive
01.2024 - 01.2025
Concentrix
Customer Service Representive
10.2020 - 11.2021
First Credit Services
Debt Collector
11.2018 - 09.2020
Sterling Talent Solutions
Drug Analyst
10.2017 - 08.2018
Intelenet Global Services
Customer Service Representative
12.2015 - 05.2017
Bachelor in Commerce - Commerce
Shri Venkateswara Open University
Similar Profiles
Jayla McwellJayla Mcwell
Concentrix at Customer Service RepresentiveConcentrix at Customer Service Representive
Thivagar Ilamaran Thivagar Ilamaran null
TGV Cinemas at Customer Service RepresentiveTGV Cinemas at Customer Service Representive
MARYAMZAINAB SALIMEYMARYAMZAINAB SALIMEY
Dnata at Customer Service RepresentiveDnata at Customer Service Representive