Alena Thomas

***** ****** ****** *********, **** 44104

216-***-****

adw1hm@r.postjobfree.com

Objective: To obtain a customer service oriented position with a dynamic and energizing company dedicated to teamwork and empowerment.

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Education Bryant & Stratton College – Eastlake, Ohio 2012-present Bachelors of Science, Health Service Administration Anticipated graduation 2016

Associate of Applied Science, Criminal Justice December 2014 Internship Bryant & Stratton College – Eastlake, Ohio 2014 Campus Security Intern

● Patrolled Campus and routine check points, reviewed CTV monitors and parking lots.

● Assisted in training of new employees of job duties, direct contact of report to assigned Supervisor on duty.

● Ability to deescalate any confrontations.

Professional Experience

Revenue Group – Cleveland,,Ohio 2018-current

Customer Service Representative

● Answer inbound calls for assigned lender relationships; follow appropriate call scripts and training, explaining account transactions, correspondence, invoices, etc.

● Navigate telephone and an insurance tracking system to efficiently and effectively manage inbound and outbound calls

● Participate in call quality monitoring and scoring sessions with Team Leads and/or Managers

● Strive for first call resolution

● Reach or exceed call quality and call production goals TnT Transportation Cleveland, OH 2018-current

Owner

● Assume Lead Driver responsibilities for assigned locations, including tracking/logging of Driver records,

● Coordinates and assists with driver hiring within the region

● Manage collection of payments from third party vendor, while adhering to company guidelines

● Provide outstanding customer service and resolve problems

● Manage business operations and performance reviews of launched transportation providers

● Provides leadership and training in carrier management, transportation analysis and international freight processes improvements

Young America Insurance – Warrensville, Ohio 2015- 2016 Customer Services Representative

● Develops base for long-term sources of clients by using referrals, occupational, and special-interest groups to compile lists of prospects Alena Thomas (216) 280- 1258 adw1hm@r.postjobfree.com

● Determines clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals.

● Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs.

● Obtains underwriting approval by completing application for coverage.

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Consumer Support Services – Painesville, Ohio 2009-2014 Social Worker

● Counsel and aid family members to assist them in understanding, dealing with and supporting the client and patient.

● Counsel clients in individual and group sessions to assist them in dealing with substance abuse, mental and physical illness, poverty, unemployment, and physical abuse.

● Interview clients, review records, and confer with other professionals to evaluate mental and physical condition of clients and patients.

● Conduct social research to advance knowledge in the social work field.

● Train and manage staff to achieve significant productivity improvements.

● Develop and advise on social policy and assist in community development.

● Supervise and direct other staff who provides services to clients and patients.

● Modify treatment plans according to changes in client status.

● Supervise employees, schedule work hours and resolve conflicts.

● Refer patients, clients, and families to community resources for housing and treatment to assist in recovery from mental and physical illness, following through to ensure service effectiveness

TnT Childcare - Cleveland,OH 1999-2014

OWNER/Site Manager

● Directed and executed daily operations and activities of in-home daycare center in order to provide age appropriate instruction and care for children.

● Conferred with parents regarding facility activities, policies and enrollment procedures.

● Recommended methods of modifying inappropriate behavior and encouraging learning experiences.

● Maintained all business records and activities of business.

● Maintaining and observing environment and children's activities.

● Record keeping of individual children on a daily basis.

● Communication with parents/guardians on any changes both verbally and written.

● Provided emotional and developmental support for children.

● Created age appropriate lesson plansReviewed and approved menu plans and food purchases. Alena Thomas (216) 280- 1258 adw1hm@r.postjobfree.com

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