Tohana Lofton

Aurora, CO *****

ad3plm@r.postjobfree.com

+1-720-***-****

Authorized to work in the US for any employer

Work Experience

Customer Service/ Cancellations Expert

iLending - Englewood, CO

September 2022 to Present

I work in the cancellations department handling Auto Refinance. Recruiter

Resource Personnel Consultants - Denver, CO

April 2021 to Present

Recruited staff for Empower Field, Rockies Stadium as well as other invents like Fiddlers Green, Red Rocks and Dicks Sporting Goods.

Group Home Director

The Wright Way Group Home

February 2016 to Present

Organized and build relationships with state employees of diverse job titles

Identify and strengthen leaders within the work place

Build and encourage strong communication networks between state employees and clients

Strategize and maintain work plans

Organize community activities and advocacy programs between state employees, providers, courts and clients

Organized fund raising and sponsorship for group homes

Trained employees on State Rules and Regulations

Facilitate staff and VOICES meetings

Customer Experience Agent

UNFI/SUPERVALU - Aurora, CO

February 2022 to September 2022

Handling escalated calls for consumer client as in Kroger, Natural Groceries, Whole Foods etc. Placing orders and tracking deliveries. Handling claims and AR accounts. Customer Service Agent

lufthansa Airlines - Denver, CO

September 2019 to June 2020

Ticket counter checkin, gate agent as well as Ground Security Coordinator• Provided assistance to clients

• Answered phone and assisted Customers other airlines and operational support with changes

• Assisted customers in person

• Created customer appointments

• Scheduled reservations for customers

• Maintained up-to-date knowledge of customer accounts

• Explained products and benefits

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes

• Provided excellent technical support

Reservation Agent/Customer Service

24-7 Intouch Inc - Aurora, CO

October 2017 to September 2019

Virgin America Airlines

Reservations / DEN Contact Center

Take inbound and out bound calls for reservations department

De-Escalate calls

Reroute flights to city pairs

IROPS

Cancelations

Handle multi phone lines

Chat lines

Focus Groups

Team Leadership

Guest Service Agent / Step up Supervisor

Spirit Airlines - Denver, CO

January 2017 to September 2019

I checked in guest at the ticket counter as well as boarded planes. Un-boarded planes as well as did all flight operations. I was a Complaint Resolution Official, Ground Security Coordinator. I drove Jet Bridges to planes and assisted in all day to day operations. Compliance Analyst/ Trainer/ Health Care Specialist Prospect Airport Services - Denver, CO

September 2016 to July 2017

Signatory

Organized training materials

Trained individuals for various department

Tracked all employee training records

Managed recurrent training and materials

Signatory for all legal documents

Make sure that all employees are in compliance with all company/ airport and federal rules and regulations

Assisted in payroll duties

Assisted with recruiting and new hire documents

Audited all files and documentation

Interviewed new candidates for varies job descriptions

HAZMAT Training

BBP Training

Office Manager

A Brighter Day Child Placement Agency

November 2012 to 2015

Organized agency events

Scheduled state required training

Lead a team of 4-6 case managers

Organized placement

Home inspections

Trained on software used by agency

Trained new providers/ foster parents

Audit all staff, provider and client's books

Data entry

Shipping and Receiving Manager

Think Big Solutions

January 2011 to 2012

Production Organizer

National distribution coordinator

New hire training

Shipping International Distro

Receiving

Organized carrier services and installation

Census Coordinator

Ryla Communications Consultants - Kennesaw, GA

August 2009 to 2011

Canvassed homes to ensure that all residence had participated in Census project

Managed phone canvassers and flow of calls

Handled all overflow calls for center

Regional Director of Customer Services

Price Breakers

August 2004 to 2011

Organized a team of 10-15 customer service representatives

Contacted previous clients for problem resolutions

Organized group activities for production team and photo shoots

Pulled employee's sales records to improve relationships between clients and employees to increase sales

Coordinate all sales activities / marketing and production events

Verified all sales accounts

Coordinated all shipping and receiving information for data base usage Education

Associates of Business in Spanish

Metro State College - Denver, CO

Skills

• CSR

• Call Center

• Customer Care

• Customer Service

• Customer Support

• Meeting Facilitation

• Multi-line Phone Systems

• Fundraising

• Interviewing

• Office Management

• Event Planning

• Guest Services

• Presentation Skills

• Personal Assistant Experience

• Human Resources

• Events Management

• Recruiting

• Project Management

• Communication skills

• Organizational skills

• Typing

• Customer service

• Windows

Certifications and Licenses

Senior Professional in Human Resources

Professional In Human Resources

QIDP Certification

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