Ty-Shawnda Thomas
Weymouth
Summary
To work for a successful company where I can learn, grow, and be open to advancement opportunities.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Diligent Desired Position with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
20
20
years of professional experience
Work History
CSR 2
Department of Transportation
07.2023 - Current
- Resolved customer inquiries regarding transportation regulations and services effectively.
- Processed permit applications, ensuring compliance with state and federal guidelines.
- Coordinated communication between departments to streamline service delivery.
- Assisted in training new employees on customer service protocols and system navigation.
- Analyzed feedback to enhance service offerings and improve customer satisfaction scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Security Officer
Securitas
04.2018 - 06.2023
- Monitored premises to prevent and respond to security incidents.
- Conducted regular patrols, ensuring safety of facilities and personnel.
- Implemented access control measures, verifying identification of visitors and employees.
- Assisted in training new security staff on protocols and emergency procedures.
- Collaborated with law enforcement during investigations and emergencies.
- Developed reports detailing incidents, observations, and actions taken for management review.
- Enhanced security processes by identifying vulnerabilities and recommending improvements.
- Led emergency response drills to prepare staff for potential security threats.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
Assistant manager
Dunkin donuts
11.2017 - 04.2018
- Opening the store, making sure everything is ready to serve the customers, solving problems with customers. Making sure the money gets to the bank, making the schedule. Ordering stock and supplies for the store
Security Officer
Allied Barton Security
03.2013 - 02.2018
- Greet customers, sign customers in and out of building, secure the lobby and building, CPR Certified and Licensed to operate elevator.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
Sales rep
K.P.S
09.2017 - 01.2017
- Going door to door asking customers if they would like to change to clean energy
Cashier/Sale Rep
Aries Department Store
11.2011 - 02.2012
- Greeted and cashed out customer, assisted with sales and purchases, made sure the store is stocked and oversaw closing of the store.
Cashier
Dunkin Donuts
02.2008 - 12.2009
- Assisted customers with food order, Greeted and cashed out customer, stocked trays for sales, opened and closed store. Handle irate customers, and customer service.
Cashier
Dunkin Donuts
04.2007 - 02.2008
- Assisted customers with food order, Greeted and cashed out customer, stocked trays for sales, opened and closed store. Handle irate customers, and customer service.
Cashier
Burger King
06.2007 - 09.2007
- Assisted with drive through window, prepared food orders, help keep facility neat and clean, greeted and cashed out customers, great customer service skills.
Cashier/ Bagger/Stock
Stop and Shop
01.2006 - 03.2007
- Stocked shelves, greeted and cashed out customer, great customer service skills, maintained register from sales. Tallied cash at end of shift
Cashier/ Food Prep
McDonalds
07.2006 - 11.2006
- Assisted with drive through window, prepared food orders, help keep facility neat and clean, greeted and cashed out customers, great customer service skills.
Education
High School Diploma - Liberal Arts
Bunker Hill Community College
Charlestown, MASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Documentation
- De-escalation techniques
Timeline
CSR 2
Department of Transportation
07.2023 - Current
Security Officer
Securitas
04.2018 - 06.2023
Assistant manager
Dunkin donuts
11.2017 - 04.2018
Sales rep
K.P.S
09.2017 - 01.2017
Security Officer
Allied Barton Security
03.2013 - 02.2018
Cashier/Sale Rep
Aries Department Store
11.2011 - 02.2012
Cashier
Dunkin Donuts
02.2008 - 12.2009
Cashier
Burger King
06.2007 - 09.2007
Cashier
Dunkin Donuts
04.2007 - 02.2008
Cashier/ Food Prep
McDonalds
07.2006 - 11.2006
Cashier/ Bagger/Stock
Stop and Shop
01.2006 - 03.2007
High School Diploma - Liberal Arts
Bunker Hill Community College