Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dorothea Thomas

Lubbock,TX

Summary

Dynamic HR Manager and Customer Care Executive with a proven track record at Jonez Jewelz LLC, enhancing customer satisfaction through personalized consultations and innovative jewelry design. Skilled in inventory management and conflict resolution, I foster strong supplier relationships, driving sales growth and ensuring operational excellence. Driven and decisive professional offering several years of experience managing human resources teams to deliver compliance, personnel communication and workforce programs. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.

Overview

22
22
years of professional experience

Work History

HR Manager/Customer Care Executive/Co-Owner

Jonez Jewelz LLC
Lubbock, TX
05.2018 - Current
  • Directed HR programs, policies and processes to improve operational efficiency.
  • Enhanced customer satisfaction by designing and crafting unique, high-quality jewelry pieces.
  • Increased sales revenue by providing personalized consultations and recommending suitable products.
  • Managed inventory effectively, maintaining an organized and appealing display of jewelry items.
  • Developed strong relationships with suppliers, ensuring timely delivery of materials, and competitive pricing.
  • Handled all customer and vendor inquiries over the phone, through e-mail, social media, and in person.
  • Educated customers about proper care for their jewelry items, resulting in increased product longevity and satisfaction.
  • Resolved customer complaints promptly and professionally, preserving brand reputation, and fostering loyalty among clients.

Classing Commodity Aide

USDA Cotton and Tobacco Program
Lubbock, TX
10.2009 - 01.2025
  • Determine the presence of any extraneous matter, such as bark, grass, seed coat fragments, plastic, etc.
  • Once classification is complete, results are immediately imported into the classing facilities database, and made available to the customer.
  • Classifies cotton according to grade, staple length, and character, employing knowledge of cotton fiber and standards for various grades as established by the U.S. Department of Agriculture.
  • Works closely with other classers, supervisors, and technicians to efficiently process cotton samples during peak seasons.
  • Quality Assurance: Ensures that cotton meets industry standards by following established guidelines and procedures. My work contributed to maintaining the integrity of the cotton.

Material Handler Supervisor

Cargo Force Inc
Lubbock, TX
09.2015 - 11.2017
  • Promoted safe working conditions by monitoring safety procedures and equipment.
  • Monitored workers and reviewed completed work for proper performance.
  • Investigated customer complaints related to material delivery delays or errors.
  • Conducted interviews, selected candidates and supported hiring processes to maintain staffing levels.
  • Monitored adherence to safety regulations in the warehouse environment.
  • Informed upper management or department heads of items loaded or problems encountered.
  • Trained new employees on proper handling techniques for hazardous materials.
  • Scheduled materials shipments and transportation for on-time delivery, reducing delays.
  • Completed or assisted with difficult or skilled tasks.

Cashier Supervisor/Overnight Stocker

Walmart
Lubbock, TX
03.2015 - 10.2015
  • Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Trained, managed and motivated employees to promote professional skill development.
  • Processed payments promptly for customers to exceed productivity standards.
  • Increased likelihood of repeat business by building friendly relationships with customers.
  • Stocked shelves, racks, and bins with new or transferred merchandise.
  • Identified and quickly handled spill clean-up.
  • Received and stocked merchandise in a timely manner.
  • Worked collaboratively with other team members to achieve departmental goals.
  • Updated pricing and sales signs to promote merchandise.
  • Provided excellent customer service when assisting customers in finding desired items or answering questions about products or services offered.
  • Followed instructions to properly arrange merchandise items.

Wellness Coordinator

The Joint Chiropractic
Lubbock, TX
05.2014 - 11.2014
  • Selected and supervised event hosts and health, fitness and wellness practitioners.
  • Maintained records of all participants in the organization's wellness programs.
  • Promoted awareness of available services among employees through various channels.
  • Created reports on program effectiveness and provided feedback on ways to improve outcomes.
  • Built and established lasting relationships using encouragement and personal support.
  • Explained and demonstrated fitness and conditioning techniques and movements.
  • Cultivated strong relationships with vendors and internal staff.
  • Provided individual support and counseling on general wellness and nutrition.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Enhanced sales volume through skilled support to both new and inactive customers.

EVS Supervisor

Goodwill Industries of Southeastern Wisconsin Inc.
Lubbock, TX
04.2013 - 01.2014
  • Resolved conflicts among staff members in a professional manner.
  • Checked inventory for required supplies and made lists for needed cleaning products.
  • Defined and monitored personnel and project schedules to ensure on-time project completion.
  • Verified each completed room against standard plans to maintain consistency.
  • Explained goals and expectations required of trainees.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Responded promptly to emergency situations requiring immediate attention.
  • Conducted regular inspections of work areas to ensure quality standards were met.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Mixed water and detergents or acids to prepare cleaning solutions.
  • Implemented corrective action plans where appropriate for employees who fail to meet expectations.
  • Supervised EVS personnel in the performance of daily cleaning tasks and procedures.
  • Resolved customer complaints related to housekeeping services in a timely manner.
  • Completed day-to-day duties accurately and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.

Hostess

Olive Garden Restaurant
Lubbock, TX
12.2011 - 01.2013
  • Performed regular restroom checks to restock supplies and handle minor cleaning.
  • Greeted guests upon arrival and escorted them to their tables.
  • Monitored customer satisfaction levels throughout their meal experience.
  • Created an enjoyable atmosphere by engaging in friendly conversation with guests.
  • Escorted guests to seating area, furnished menus and highlighted daily specials.
  • Checked restrooms to refill products and perform light cleaning duties, emptying trash, and restocking paper products.
  • Assisted in preparing the restaurant for opening and closing shifts.
  • Resolved any customer complaints or issues quickly and professionally.
  • Accommodated guests with children and special needs to promote comfortable dining experience.
  • Provided excellent customer service by addressing customer needs promptly.
  • Tracked seated guests and available seating using computer-based and mobile reservation software.
  • Communicated with servers about new tables, changes in food availability and customer comments.
  • Built positive relationships with other front-of-house and kitchen staff.
  • Managed the waiting list, ensuring that all parties were seated in a timely manner.

Customer Sales and Service Expert

Cleartalk Wireless
Lubbock, TX
07.2010 - 11.2010
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Ensured compliance with all applicable laws and regulations related to customer service operations.
  • Updated databases with new and modified customer data.
  • Processed payments using a variety of methods such as cash, check, credit card and debit card transactions.
  • Answered telephone inquiries promptly and professionally.
  • Promoted available products and services to customers during service, account management and order calls.
  • Conducted regular follow-up calls to ensure customer satisfaction with products or services purchased.
  • Received and processed client payments and updated accounts.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Developed strong relationships with clients through effective communication skills.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Resolved customer issues in an efficient manner while ensuring customer satisfaction.

Customer Service Agent

Wells Fargo & Company
Lubbock, TX
07.2007 - 12.2008
  • Answered incoming calls promptly and professionally within company standards.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Monitored customer feedback through surveys and other methods for quality assurance purposes.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided technical support over the phone when needed.
  • Processed refunds, returns, exchanges, and order cancellations according to policy.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Supported sales team members to drive growth and development.

Customer Service Representative

Cingular Wireless
Lubbock, TX
09.2003 - 08.2006
  • Promoted available products and services to customers during service, account management and order calls.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Strengthened customer retention by offering discount options.
  • Provided accurate information about products and services to customers.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered customer inquiries via phone, email, and chat.
  • Developed positive relationships with customers through friendly interactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Oversaw warranty counseling process to manage expense controls.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Identified opportunities for upselling additional products or services based on customer needs.

Education

High School Diploma -

Meade Senior High School
Fort George G Meade
05-1998

Some College (No Degree) - Veterinary Technician

Vista College
Lubbock, TX

Skills

  • Jewelry design
  • Customer relationship management
  • Visual merchandising
  • Inventory management
  • Supplier negotiation
  • Product knowledge
  • Team leadership
  • Conflict resolution
  • Customer service
  • Effective communication
  • Problem solving
  • Problem-solving abilities
  • Customer complaint resolution
  • Customer acquisition
  • Quality assurance
  • Data entry
  • Relationship building
  • Sales techniques
  • Time management
  • Inbound and outbound calling
  • De-escalation techniques
  • Direct sales
  • 40 wpm typing speed
  • Microsoft Excel
  • In-store support
  • Professionalism
  • Information gathering
  • Product and service sales
  • Call center procedures
  • Calm and professional under pressure
  • Problem-solving skills
  • Computer proficiency
  • Retail sales customer service
  • Goal setting
  • Problem-solving
  • Administrative support
  • Account updates
  • Understanding customer needs
  • Verbal and written communication
  • Upselling techniques
  • POS systems and ordering platforms
  • Teamwork and collaboration
  • Microsoft office expertise
  • Complaint handling
  • Multitasking and organization
  • Customer satisfaction measurement
  • Technical troubleshooting
  • Teamwork skills

Timeline

HR Manager/Customer Care Executive/Co-Owner

Jonez Jewelz LLC
05.2018 - Current

Material Handler Supervisor

Cargo Force Inc
09.2015 - 11.2017

Cashier Supervisor/Overnight Stocker

Walmart
03.2015 - 10.2015

Wellness Coordinator

The Joint Chiropractic
05.2014 - 11.2014

EVS Supervisor

Goodwill Industries of Southeastern Wisconsin Inc.
04.2013 - 01.2014

Hostess

Olive Garden Restaurant
12.2011 - 01.2013

Customer Sales and Service Expert

Cleartalk Wireless
07.2010 - 11.2010

Classing Commodity Aide

USDA Cotton and Tobacco Program
10.2009 - 01.2025

Customer Service Agent

Wells Fargo & Company
07.2007 - 12.2008

Customer Service Representative

Cingular Wireless
09.2003 - 08.2006

High School Diploma -

Meade Senior High School

Some College (No Degree) - Veterinary Technician

Vista College

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Dorothea Thomas