Customer Service Manager

SCHLACEYA THOMAS

Baton Rouge, LA ***** 337-***-****

*********@*****.***

www.linkedin.com/in/schlaceya-thomas

An organized, detail-oriented and conscientious self-starter. Able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. Decisive efficient team approach; outstanding communication skills. Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic. Over nine years of fast-paced customer service experience and well versed in customer support in high call volume environments. Also holds experience in office settings and disaster relief recovery. Superior computer skills and telephone etiquette. Personable and professional under pressure. Patient and empathetic, with extensive background in conflict resolution and customer care. My goal would be to obtain employment with a company where I can grow and use my skills to help add value to the company.

EXPERIENCE

12/2017-PRESENT

CASE MANAGEMENT II, Restore Louisiana

Assisted homeowners with applications to enroll in the program.

Went over guidelines and policy with homeowners.

Completed initial intakes; which included collecting all documents, making sure documents were acceptable per program policies, contacted any third parties that could confirm information pertaining to homeowners.

Upheld communication with homeowners throughout their tenure with the program.

Stayed in contact with construction contractors, program management, financial advisors, etc. to be the voice of the homeowner throughout their tenure with the program.

Completed weekly training with program management to stay current on program policies as well as staying current on laws in relation to HUD housing, CDBG-DR, FEMA regulations.

01/2017 – 12/2017

DISASTER INTAKE SPECIALIST, southeast louisiana legal services

Assist incoming applicants/clients that are seeking legal aid regarding natural disasters, successions, natural sales tax, fraud, contracts, warranties, foreclosures, FEMA appeals, renters/homeowner insurance claims, divorce, custody, and name changes.

Gather all necessary information needed to put them in contact with an attorney.

The “voice” for the client throughout their process as a client with our company.

Assist clients with any non-legal advice.

Works very closely with the attorneys to ensure that clients are aware of the status of their cases to be of any assistance to make sure the process runs smoothly.

07/2013 – 06/2017

CUSTOMER SERVICE OPERTATOR, dexcomm answering bureau

Answers an average of 200 calls per day by addressing customer inquiries, solving problems and providing information needed based on call type.

Provides compassionate, professional, care to all callers, customers, as well as co-workers.

Advanced to an overnight operator, which is only granted to those operators who possess the proper skill and knowledge to do so.

Provide a voice for all callers.

Provide additional assistance to the training department with new and potential employees.

Improved customer service rankings over a quarter’s time, which resulted in incentives for all operators.

11/2011 – 05/2013

FRONT-HOUSE MANAGER, varsity grill

Worked my way from being a server to a manager in less than five months.

Earned management trust by serving as key holder, responsibly opening and closing store.

Politely assisted customers in person and via telephone.

Communicated with vendors regarding back order availability, future inventory and special orders.

Restocked inventory every month and reviewed cash operation data to verify proper replenishment.

Assisted customers with food selection, inquiries and order customization requests.

Operated a POS system to itemize and complete an average number of customer purchases.

Improved training programs for new employees and instilled continuous training for current employees.

Created a system to better understand billing invoices.

EDUCATION

DECEMBER 2017

BA CRIMINAL JUSTICE, university of phoenix-baton rouge

Currently enrolled in last class to complete course work.

Attended commencement in December 2017.

SKILLS

Communication Skills

Microsoft Word Proficient

Data Entry

FEMA, HUD, CDBG-DR Knowledge

Trusted Key Holder

Training Development Aptitude

REFERENCES

Gary Sam Owner of Varsity Grill 337-***-****

Raushanah Hunter Managing Attorney 225-***-**** ext. 300

Latoya Cole Trainer 337-***-****

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