DeZhané Thomas
Garfield Heights,OH
Summary
Dynamic leader with a proven track record at National Enterprise Systems, enhancing team performance and customer satisfaction. Excelled in customer relations and problem-solving, consistently surpassing goals. Skilled in team leadership and effective communication, driving results and operational excellence.
Overview
8
8
years of professional experience
Work History
Store Manager
Fawaky Burst
08.2023 - 07.2024
- Check inventory daily to generate a detailed list in order to ensure items are in stock to perform daily tasks.
- Managed daily operations by outlining expectations/ responsibilities to ensure the store is functioning smoothly.
- Enhanced customer satisfaction by addressing complaints and maintaining high-quality service in turn that customers feel valued.
- Assisted with hiring, training and mentoring new/ existing employees through proactive training to maximize team agility and performance.
Order Filler
Nvent
03.2022 - 08.2023
- Prepared orders by processing requests, pulled materials from warehouse, verifying the product and quantity are accurate to be prepared for shipments.
- Facilitated smooth operations during peak periods, effectively handling increased workload, prioritizing rushed orders without compromising quality or timeliness of deliveries.
- Implemented effective time management strategies, significantly increasing productivity within tight deadlines.
- Demonstrated adaptability and flexibility in response to changing demands or priorities, effectively navigating challenges while maintaining a high level of productivity.
- Contributed to a safe working environment by adhering to strict safety protocols during all tasks.
Manager
National Enterprise Systems
03.2021 - 11.2021
- Attend weekly conferences with the client to discuss personal/ competitor stats, shed light on areas of improvement, new policies, and expectations for the future to improve the company's overall performance, while also conveying the information back to the supervisors.
- Actively review feedback from the client/ compliance department, examine charts and calls to understand and create efficient rebuttals for call handling.
- Hosting biweekly listening sessions with supervisors/ collector teams to create discussion around areas of opportunity or recognition of high quality calls to help prepare and build confidence for future interactions with consumers.
Supervisor
National Enterprise Systems
07.2019 - 03.2021
- Improved call quality by creating a call check list to prevent common violations, shadowing agents for at least 30 minutes per day to assist and provide live coaching as necessary to increase first-call resolution rates.
- Enhanced team performance by hosting team listening sessions, engaging in role play activities, and reviewing scorecards with individual agents to highlight strengths as well as areas for improvement.
- Improved customer satisfaction by managing escalated calls effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
Trainer
National Enterprise Systems
03.2019 - 07.2019
- Mentored new hires, educating them on collection practices and laws such as FDCPA, resulting in stronger staff development and increased productivity.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences, as well as hands on activities to help individuals reach their full potential after completing training.
- Evaluated the effectiveness of training initiatives by tracking participant progress as they transitioned onto the collection floor gathering feedback for continuous improvement.
Collections Agent
National Enterprise Systems
08.2016 - 03.2019
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Built rapport with customers by being empathetic and understanding to their situation while asking probing questions to secure payment(s).
- Exceeded monthly targets consistently Recognized as a top performer within the team for consistently surpassing goals, maintaining high levels of client satisfaction, strong negotiation skills, developing customized payment plans, combined with effective account management strategies to help increase productivity levels.
Education
High School Diploma -
Shaker Hts High School
Shaker Heights, OH06.2013
Skills
- Customer Service
- Problem-solving abilities
- Excellent Communication
- Team Leadership
Timeline
Store Manager
Fawaky Burst
08.2023 - 07.2024
Order Filler
Nvent
03.2022 - 08.2023
Manager
National Enterprise Systems
03.2021 - 11.2021
Supervisor
National Enterprise Systems
07.2019 - 03.2021
Trainer
National Enterprise Systems
03.2019 - 07.2019
Collections Agent
National Enterprise Systems
08.2016 - 03.2019
High School Diploma -
Shaker Hts High School