Jakesia Thomas

Recruiting and Customer Service professional with 6+ years of experience supporting candidates and customers in fast-paced, high-volume environments. Experienced in candidate screening, interview coordination, applicant follow-up, onboarding support, case documentation, and multi-channel communication. Skilled in managing multiple priorities, maintaining confidential records, navigating digital systems, and building professional relationships.

Brings a strong combination of recruiting, administrative, customer service, and problem-solving experience.

Level 2 Customer Service Specialist - Mphasis - Remote

(2022-07)

• Provide professional and empathetic support for escalated customer concerns through high-volume inbound phone calls, live chat, and email.
• Verify customer and account information, research complex requests, and communicate clear next steps while maintaining accurate documentation.
• Navigate multiple digital systems to update records, review account activity, and support timely issue resolution.
• Maintain detailed case documentation and track follow-up needs to ensure accurate communication and continuity of service.
• Coordinate priority cases with internal and back-office teams and escalate complex concerns according to established procedures.

Customer Service Specialist - Capgemini - Remote

(2019-03 - 2022-06)

• Managed 1,700+ digital customer inquiries per month while providing timely and professional support for account updates, service questions, and complex requests.
• Reviewed account activity, system information, and customer-provided details to determine appropriate next steps and resolve concerns.
• Maintained accurate electronic records and detailed case documentation to support follow-up and continuity of service.
• Communicated clearly with customers regarding requests, resolutions, and next steps while maintaining confidentiality.
• Balanced multiple cases and competing priorities while maintaining consistent communication and timely follow-through.

Recruiter - Labor Staffing - Memphis, TN

(2016-06 - 2019-02)

• Recruited and screened candidates for open positions by reviewing qualifications, employment history, availability, and job requirements.
• Conducted phone screenings and communicated position details, schedules, expectations, and next steps to prospective candidates.
• Coordinated interviews, maintained candidate records, and followed up with applicants throughout the hiring process.
• Assisted with onboarding activities, including collecting required information and ensuring employment documentation was completed accurately.
• Maintained communication with candidates and internal teams regarding application status, placement needs, and hiring updates.
• Managed multiple candidates and open positions simultaneously while maintaining organized, confidential, and accurate records.

Certification - Information Technology - Cyber Security Institute