Customer Service Manager
Resume:
DORIAN THURMOND **********@*****.***
**** *. ******** ***. • Chicago, Illinois 60623 • 773-***-****
Dedicated professional possessing a proven track record of superior performance, seeks to utilize knowledge and
skills in Program Support, Client Relations, Records Management, Needs Assessment, Solution
Implementation, Strategic Reporting, and Compliance to support key
initiatives within a progressive organization.
SUMMARY: Analytical Thinker Possess a proven ability to anticipate unique requirements and potential
road-blocks in all situations. Continually develop strategies to minimize issues and deliver
exceptional results to clients and organization.
Multi-Tasking Skills Effectively manage diverse tasks, with varying degrees of complexity,
within a wide range of environments; evaluate situations, assess emergent needs, and implement
solutions in a prompt and efficient/effective manner.
Dependable Have a demonstrated track record of outstanding service; a calm, dependable
professional who devotes every effort to achieving the best results.
DIRECTIONS TRAINING, Chicago, Illinois
EDUCATION: 2 014
Completed IT training program
• Received Comptia, Security+, & Network+ Certifications
HAROLD WASHINGTON COLLEGE, Chicago, Illinois
Completing coursework toward Bachelor’s degree in IT
OAK LEYDEN DEVELOPMENTAL SERVICES, Chicago, Illinois
EXPERIENCE: 2012 to 2014
Direct Support Person/CILA Instructor
• Supported the needs of individuals with developmental disabilities in a homelike community
integrated living environment, adhering to Individualized Service Plan.
• Responsible for daily care of each person served, while promoting independence and choice
for each individual in the home with equality and respect.
• Assisted/mentored individuals in all activities of daily living, as needed on a personal basis.
• Ensured appropriate and timely documentation of each client’s programming, behavioral
responses, leisure activities, and changes in physical and/or emotional status.
• Assisted individuals in choosing and participating in leisure activities in the community
(eating at restaurants, trips to sporting events, visiting the library, etc.).
• Drove/transported clients, accompanying individuals to special activities, emergency and
scheduled medical/dental visits.
• Provided basic health care assistance to individuals as assigned by a nurse and/or QIDP.
• Utilized understanding of emergency medical procedures, i.e. CPR, Heimlich Maneuver,
seizure care, and isolation procedures as well as upholding home safety and emergency
policies and procedures.
FAMILY DOLLAR, Chicago, Illinois 2 012
Customer Service Rep./Team Crew Member
• Provided exceptional service to customers, answering questions about products and
doing research to obtain important information about products.
• Greeting customers, assisting with selection as well as locating merchandise.
• Completed customer transactions, accurately handling customer funds/processing
transactions using the POS system.
• Communicated with clients as well as team members in a positive and approachable manner.
• Maintained a clean, well-stocked store for the convenience of customers.
• Unloaded merchandise from delivery trucks, organized stock, and transported merchandise
from stockroom to sales floor, independently stocking shelves.
• Remained aware of customer activity to ensure a safe and secure shopping environment.
LAWNDALE CHRISTIAN HEALTH CENTER
VOLUNTEER: 2009
• Volunteered at center, assisting with sorting, organizing, and placing files in their assigned
department categories.
FAMILY FOCUS LAWNDALE 2 009
• Assisted with events and programs such as Family Night and food distribution.
• Supported tasks including distribution of brochures, directing guests, unloading trucks, and
sorting food;assisted with carrying goods to guest vehicles.
REFERENCES: • Debra Wright, DSP/CILA Instructor O AK L EYDEN D EVELOPMENTAL S ERVICES
• Raquel Newsom, Manager USA P AYDAY L OANS
• Arthur Johnson, COSTCO
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