DOROTHY THOMAS
State Of Tennessee Department Of Human Services
Memphis,TN
Overview
Customer Service Professional experienced in client relations, inquiry resolution, and administrative support. Managed high-volume interactions and maintained compliance, delivering exceptional service while prioritizing customer satisfaction. Eligibility Professional evaluated and processed applications through effective team collaboration and adaptability, demonstrating strong communication, organization, and problem-solving skills.
32+
Years of experience
Work History
10.2024 - Current2 Years
Eligibility Assistant Admin
State Of Tennessee Department Of Human Services | Memphis, TN
- Determined eligibility for various assistance programs, ensuring compliance with state regulations.
- Reviewed and processed applications efficiently, maintaining high standards of accuracy and consistency.
- Educated clients on benefits and program requirements, enhancing understanding and accessibility of services.
- Collaborated with team members to streamline workflows, improving overall service delivery processes.
- Scheduling appointments, interview clients, register applications for clients seeking benefits.
- Monitored case files for updates and changes, ensuring timely adjustments to client eligibility status.
- Delivery interoffice mail to different offices and transport mail to and from post offices.
- Reviewed documentation submitted by clients to verify accuracy and completeness of applications.
10.2023 - 10.20241 Year
Local Office Admin Assistant
ARKANSAS DEPARTMENT OF HUMAN SERVICES | WEST MEMPHIS, AR
- Assisted clients with documentation and benefits inquiries to ensure timely access to services.
- Manage incoming/outgoing mail: scanning, emailing, and date stamping, scheduling appointments and registering applications.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Improved department efficiency by streamlining and implementing policies and processes.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
- Collected, arranged, and input information into database system.
04.2021 - 10.20232 Years 6 Months
CUSTOMER SERVICE REPRESENTATIVE IV
MISSISSIPPI DEPARTMENT OF WILDLIFE | JACKSON, MS
- Interpreted and applied laws for license purchases, effectively resolving disputes.
- Processed license sales and boat registrations, ensuring accurate maintenance of POS system.
- Prepared administrative reports and mailed licenses/documents, facilitating timely delivery.
- Handle cash drawer and verify deposits daily.
- Resolved customer inquiries regarding wildlife regulations and licensing processes.
- Provided exceptional support to stakeholders during wildlife conservation events.
- Implemented new protocols that improved response times for wildlife-related queries.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
09.2019 - 02.20205 Months
CUSTOMER SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION | GRENADA, MS
- Conducted interviews and managed high-volume calls to ensure efficient customer engagement.
- Provided accurate information regarding benefits and services to clients.
- Resolved complex inquiries through effective communication and problem-solving skills.
- Assisted clients with application processes, ensuring compliance with policies and regulations.
- Collaborated with cross-functional teams to improve service delivery and client satisfaction.
- Improved resolution time with effective problem-solving for customer complaints.
05.2016 - 09.20171 Year 4 Months
CUSTOMER SERVICE REPRESENTATIVE
ENTERGY
- Facilitated service setup, disconnection, and addressed billing inquiries to enhance customer satisfaction.
- Maintained accurate records and resolved customer disputes to uphold service quality.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained confidentiality while documenting interactions and ensuring accurate customer records and follow-up actions.
05.2016 - 05.20171 Year
CLERK
NISSAN
- Registered and verified incoming transportation; maintained organized records to ensure accurate tracking.
- Assisted in implementing quality and efficiency initiatives to improve operations.
- Processed customer orders efficiently, ensuring accuracy in documentation and inventory management.
- Assisted in maintaining organized records for parts and service transactions.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Maintained filing system and organized customer documents for easy retrieval of information.
09.2008 - 09.20157 Years
RECORDS CLERK/DISPATCHER
CLARKSDALE POLICE DEPARTMENT | CLARKSDALE, MS
- Answered high-volume calls; dispatched assistance promptly.
- Provided legal document information and maintained compliance records to support regulatory adherence.
- Managed and organized confidential records, ensuring compliance with legal and departmental regulations.
- Processed incoming reports, optimizing data entry for accuracy and timely retrieval of information.
- Collaborated with law enforcement personnel to facilitate efficient access to critical records during investigations.
- Assisted in maintaining the integrity of criminal databases through regular audits and updates.
- Assisted with typing, data entry, and answering incoming calls as required.
- Maintained accuracy of records by verifying accuracy of data in records.
- Safeguarded sensitive information by enforcing strict security protocols and monitoring access to critical files.
- Updated records with new information.
05.2007 - 03.200810 Months
ASSISTANT MANAGER
CASH TYME
- Coordinated payments, deposits, and scheduling; addressed and resolved payment issues to enhance operational efficiency.
- Oversaw daily operations, ensuring compliance with policies and procedures.
- Managed inventory control systems, optimizing stock levels and reducing discrepancies.
- Coordinated promotional events, increasing customer engagement and store traffic.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
06.1998 - 09.20046 Years 3 Months
CUSTOMER SERVICE REPRESENTATIVE/CASHIER
FULL HOUSE EXXON
- Greeted customers, managed inventory, and handled transactions to ensure smooth operations.
- Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
- Processed transactions accurately while maintaining compliance with company policies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
07.1994 - 08.19984 Years 1 Month
PAYROLL SCHEDULING ADMINISTRATOR
GRAND CASINO
- Reviewed payroll discrepancies, ensured compliance, and verified accuracy of transactions.
- Streamlined administrative processes to enhance operational efficiency across multiple departments.
- Managed scheduling and coordination of team meetings, ensuring alignment with organizational goals.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
Education
High School Diploma
Clarksdale High School | Clarksdale | 05-1990
Clarksdale High School - Clarksdale
05-1990
Skills
Personal Information
Customer Service Professional
Timeline
Eligibility Assistant Admin
State Of Tennessee Department Of Human Services
10.2024 - CurrentRead more
Local Office Admin Assistant
ARKANSAS DEPARTMENT OF HUMAN SERVICES
10.2023 - 10.2024Read more
CUSTOMER SERVICE REPRESENTATIVE IV
MISSISSIPPI DEPARTMENT OF WILDLIFE
04.2021 - 10.2023Read more
CUSTOMER SERVICE REPRESENTATIVE
SOCIAL SECURITY ADMINISTRATION
09.2019 - 02.2020Read more
CUSTOMER SERVICE REPRESENTATIVE
ENTERGY
05.2016 - 09.2017Read more
CLERK
NISSAN
05.2016 - 05.2017Read more
RECORDS CLERK/DISPATCHER
CLARKSDALE POLICE DEPARTMENT
09.2008 - 09.2015Read more
ASSISTANT MANAGER
CASH TYME
05.2007 - 03.2008Read more
CUSTOMER SERVICE REPRESENTATIVE/CASHIER
FULL HOUSE EXXON
06.1998 - 09.2004Read more
PAYROLL SCHEDULING ADMINISTRATOR
GRAND CASINO
07.1994 - 08.1998Read more
Clarksdale High School - High School Diploma,
Read more