Summary
Overview
Work History
Education
Skills
Certification
Timeline
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TIERRA THOMAS

Miami,FL

Summary

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience
1
1
Certification

Work History

911 Call Taker

Miami-Dade Police Department
Miami, FL
07.2021 - 11.2021
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Read system maps and caller information, and documented details in system.
  • Routed calls to police, fire and ambulance service to meet individual call needs.
  • Answered calls from automatic routing system and took basic information from callers.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments
  • Routed calls to police, fire and ambulance service to meet individual call needs
  • Read system maps and caller information, and documented details in system
  • Collaborated with team members to achieve target results
  • Managed over 50 calls per day

Reading Interventionist

SLAM Miami Charter School
Miami, Florida
04.2016 - 06.2021
  • Gathered, organized, and analyzed data on student needs and progress.
  • Implemented tracking tools to evaluate successes and areas in need of improvement.
  • Created positive and engaging environment in classroom that encouraged literacy skills.
  • Supervised small reading groups of students.
  • Collaborated with teachers to assess needs, set objectives, and discuss strategies.
  • Assessed and documented student progress with established goals.
  • Promoted love of reading and literacy to all students.
  • Supervised test taking and graded papers.
  • Enhanced knowledge by attending training and adopting new technologies.
  • Provided tutoring and after school assistance to students requiring additional help with reading.
  • Taught reading to individual and small groups.
  • Assessed and reported on each student's reading progress in accordance with policies developed by school district.
  • Developed interventions for students currently struggling or at risk of falling behind.
  • Increased test scores by over 30%

Guest Service Representative

TopGolf
Miami Gardens, FL
06.2018 - 01.2020
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Delivered above-and-beyond service to guests by making venue reservations and setting up tours.
  • Managed over 100 incoming customers daily.
  • Educated guests on security features and instructed on important information regarding equipment and safety processes and procedures.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.

Counselor

Sunshine After School Child Care
Miami, FL
08.2014 - 03.2015
  • Supervised youth in engaging environment to promote security and safety for all ages.
  • Monitored youth behavior and offered guidance and support for positive change.
  • Supervised individuals in small group atmosphere to cultivate safety, independence and structure.
  • Engaged and interacted with youth members, teaching sustainable habits and coping mechanisms.
  • Liaised with parents and caregivers to provide updates on progress and behavior.
  • Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
  • Supervised 35 students ages 4-10 years daily.
  • Implemented variety of fun and recreational activities for students.
  • Interacted with troubled youth and offered resources and programs to surmount challenges.
  • Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.

Front End Team Lead

Babies "R" Us
Aventura, FL
06.2011 - 10.2014
  • Monitored cash drawers in 8 checkout stations to verify adequate cash supply.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Promoted importance of security and customer tracking to minimize store losses.
  • Boosted participation in store credit card and loyalty program to improve customer brand engagement and overall sales.

Education

Bachelor of Science - Psychology

Carlos Albizu University
Doral, FL
04.2024

High School Diploma -

American Senior High School
Hialeah, FL
06.2011

Skills

  • Problem Solving Skills
  • Communication Skills
  • Critical Thinking Skills
  • Flexibility
  • Teamwork
  • Organization Skills
  • Emotional Intelligence
  • Attention To Detail

Certification

FEMA Basic Incident Command System for Initial Response Training completion

CJIS Training Completion

Employee Of The Month

-Babies R Us

-Sunshine After School Care

Timeline

911 Call Taker

Miami-Dade Police Department
07.2021 - 11.2021

Guest Service Representative

TopGolf
06.2018 - 01.2020

Reading Interventionist

SLAM Miami Charter School
04.2016 - 06.2021

Counselor

Sunshine After School Child Care
08.2014 - 03.2015

Front End Team Lead

Babies "R" Us
06.2011 - 10.2014

Bachelor of Science - Psychology

Carlos Albizu University

High School Diploma -

American Senior High School

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TIERRA THOMAS