Shenee J. Thomas

Email: adyzhc@r.postjobfree.com;

Phone: 727-***-****

OBJECTIVE

I am an empathetic and caring professional with multiple levels of experience with; permanency, adolescents and foster home, retention recruitment and training. I am also motivated to maintain customer satisfaction and contribute to the company’s success. I am an experienced problem solver and have an acquired skill set. I am seeking a challenging position within a dynamic organization, which will utilize my skills and offer opportunity for growth. I would like to have the ability to apply my qualities such as openness, respect, empathy, listening, exceptional customer service, to achieve new heights in my career.

STRENGTHS

Listens and responds appropriately in all interactions

Excellent verbal and interpersonal communication skills

Ability to deal professionally and effectively in any environment

Empathizes and acknowledges customers to create trust and partnership

Enthusiastic & Service-Driven Professional with the ability to adapt quickly to meet the needs of a variety of clientele

Team player with excellent problem-solving skills; able to deal extensively with troubleshooting and resolving internal and external situations

Self-Motivated, Punctual, Responsible, Cooperative and Dependable individual

Works well under pressure and stressful situations

PC Oriented: Microsoft Suite, Internet and Social Media

EXPERIENCE

Customer Service Rep (Mobile Activation)

Aug 2019 – Present: Charter Spectrum; Clearwater, FL

Provide technical support and troubleshoot problems for mobile phone customers Resolve mobile customer technology and service issues, including but not limited to activating cellular devices, troubleshooting, repair, billing, general information, and all other account questions.

Provide follow-up and assistance to customers forwarded from other agents. Assisted with training of new agents.

Provide over the phone Customer Service to participants.

Investigate customers complaints and inquiries regarding their accounts.

Identify and resolve issues, and Process receive payments.

Assisted and interacted with customers and learned important skills to be applied in any situation.

Helped organize files and keep track of records by keeping them neat and in order so they would be easy to find and use.

Delivered outstanding service, exceeded expectations and built long-term loyalty

Always kept Key Performance Indicators above goals and maintained being one of the highest-ranking agents.

Consistently handled reporting using many programs without mistakes and proficiently

Researched, calmed and rapidly resolved customer situations to maintain the integrity of the company.

Assisted in the managing of the company database and verified, edited and modified members’ information.

Residential Training Instructor (RTI)

2013-2019: UPARC – Safety Harbor Group Home (Healthcare); Safety Harbor, FL

Collect and evaluate qualitative and quantitative data to assess project impact and effectiveness.

Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts to help people who face problems.

Maintain case history records and prepare reports.

Motivate the staff by being innovative and goal oriented, ensuring that they achieve their goals.

Support and assist with emotional and social development by providing safe and healthy techniques to express themselves during group sessions.

Keep records or prepare reports for owner or management concerning visits with students.

Provide training direction, encouragement, motivation, and nutritional advice to prepare athletes for games, competitive events, or tours.

Plan and administer fun events and activities that evaluate and empower the residents.

Explain and enforce safety rules and regulations.

Supervise and lead activities for youth.

Liaise with staff to ensure programs and facilities are coordinated.

Facilitate training sessions to transfer knowledge on teaching techniques and best practices to other employees.

Instruct individuals or groups in sports rules, game strategies, and performance principles, such as specific ways of moving the body, hands, or feet, to achieve desired results.

Provides companionship and personal care and may assist with or perform activities of daily living and other duties necessary to maintain the consumer in supported living.

Administer medication to consumers; perform grocery shopping, housekeeping, and cooking responsibilities and conduct training programs designed by the supported living coach to teach these and other daily living skills.

Heavy household chores to make the home safer, such as washing floors, windows and walls; or moving heavy items or furniture, etc.

Restrain and/or detain clients using safety care procedures as needed. Comply with HIPAA regulations by keeping consumers personal information confidential.

Monitor and assess consumers’ basic principles of behavior in order to provide positive consequences, planned to ignore, and stop-redirect positive consequences techniques.

Residential Advisor

2012-2013: Tampa Bay Group Homes Inc (Healthcare); Clearwater, FL

Provides companionship and personal care and may assist with or perform activities of daily living and other duties necessary to maintain the consumer in supported living.

Administer medication to consumers, perform grocery shopping, housekeeping, and cooking responsibilities and conduct training programs designed by the supported living coach to teach these and other daily living skills.

Heavy household chores to make the home safer, such as washing floors, windows and walls; tacking down loose rugs and tiles; replacing a broken window; or moving heavy items or furniture, etc.

Provide training direction, encouragement, motivation, and nutritional advice to prepare athletes for games, competitive events, or tours.

Plan and administer fun events and activities that evaluate and empower the residents

Restrain and/or detain clients using professional crisis management as needed.

Handle and resolve membership concerns and inform supervisor of unusual situations or unresolved issues.

Maintain case history records and prepare reports.

Motivate the staff by being innovative and goal oriented, ensuring that they achieve their goals.

Support and assist with emotional and social development by providing safe and healthy techniques to express themselves during group sessions.

Keep records or prepare reports for owner or management concerning visits with students.

Assistant Customer Service Manager

2011-2013: Sweetbay Supermarket; Clearwater, FL

Promote customer goodwill by role modeling and providing high standards in customer service.

The Assistant Customer Service and Sales Manager main priority is Customer Service and spends the majority of his/her time on the floor of the Front-End servicing customers and coaching Sales and Customer Service Associates.

Anticipate and deliver what customers expect and deserve.

Manage work schedules to effectively handle business traffic requirements and minimize customer inconvenience.

Handle cash pickups and change orders as requested and log as required.

Verify customer IDs and observe check cashing and tobacco/alcoholic beverage sales policies.

Provide approvals or overrides for refunds, over-rings and other transactions.

Sales Associate

2010-2011: Fashion Bug; Clearwater, FL

Provide an excellent customer service experience.

Greet customers, help guests on the sales floor, inform customers of sales or specials, ring up purchases.

Perform several stocking, cashier, and administrative duties.

Education and Training

Major: General Education - St. Petersburg College; Clearwater, FL; 2010-2012

High School Diploma – Countryside High; Clearwater, Fl; 2010

Certifications: Professional Crisis Management (PCM) Certified; Medical Administrator Certified; Behavior Assistance Certified; Safety Care Certified; HIPAA & Privacy Awareness Certified; Health & Safety Certified.

Computer Skills/Statistical Computing

MS Word; MS Excel; MS PowerPoint; Microsoft Outlook

References available upon request

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