Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

D'Shaun Thornton

Washington,DC

Summary

Experienced customer service professional with a history of surpassing performance goals and enhancing customer satisfaction. Proficient in resolving issues efficiently and fostering positive customer relationships. Demonstrated ability to communicate effectively and solve problems, ensuring top-tier support. Background includes instructional support, lesson reinforcement, and collaboration with educators to implement lesson plans.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Teacher's Assistant

Ingenuity Prep Early Childhood Academy
Washington, Dc
08.2022 - Current
  • Helped students master assignments and reinforced learning concepts presented by teachers.
  • Instructed and monitored students in use and care of equipment and materials.
  • Prepared lesson materials, bulletin board displays, exhibits, and demonstrations to assist teachers in classroom preparation.
  • Worked one-on-one with special needs students to help navigate through school challenges.
  • Established positive relationships with students, parents, fellow teachers and school administrators.

Security Officer PT

Allied Universal
Washington, Dc
05.2019 - 04.2023
  • Conducted routine patrols of residential and commercial properties to deter criminal activity and ensure the safety of occupants.
  • Implemented and enforced security protocols to prevent unauthorized access and maintain a secure environment.
  • Responded promptly to alarms and emergency situations, taking appropriate action to resolve incidents and minimize risk.
  • Monitored security cameras and alarm systems, conducting regular checks to identify and address any potential threats or vulnerabilities.

Call Center Agent

The Midtown Group/FEMA
Washington, Dc
09.2021 - 10.2022
  • Effectively managed high call volumes, consistently meeting and exceeding performance goals and customer satisfaction metrics.
  • Demonstrated excellent problem-solving skills to address customer inquiries, complaints, and escalations in a timely and professional manner.
  • Utilized a friendly and empathetic approach to build rapport with customers and ensure a positive interaction experience.
  • Proficient in utilizing call center software and CRM systems to accurately document customer information and follow up on unresolved issues.

Resident Monitor

Community of Hope
Washington, Dc
04.2021 - 08.2021
  • Monitored resident activities and behavior to maintain safety and security within the facility.
  • Conducted regular room checks and enforced house rules to promote a positive living environment.
  • Documented all significant incidents and communicated effectively with staff and supervisors.
  • Collaborated with social workers, case managers, and other professionals to ensure holistic support for residents.

Security Officer

Security Assurance Management
Washington, Dc
05.2016 - 02.2019
  • Monitored surveillance cameras and conducted regular patrols to ensure the safety and security of the premises.
  • Collaborated with local law enforcement and emergency services personnel to coordinate responses and maintain a safe environment.
  • Provided exceptional customer service to visitors and employees, addressing inquiries and concerns professionally.
  • Maintained accurate incident reports and documentation, ensuring compliance with security protocols and procedures.

Receptionist

Medical Staffers
Rockville, MD
01.2014 - 05.2016
  • Greeted and directed visitors with a positive and professional demeanor, creating a welcoming atmosphere for guests.
  • Managed incoming calls, transferring to appropriate departments and taking messages as needed, ensuring clear communication throughout the office.
  • Scheduled and confirmed appointments for clients, coordinating with staff to provide accurate updates on availability.
  • Organized and maintained the reception area, including managing incoming and outgoing mail, packages, and deliveries.
  • Assisted with administrative tasks, such as data entry, filing, and scanning documents, contributing to efficient office operations.

Education

HIGH SCHOOL DIPLOMA -

SPINGARN SENIOR HIGH SCHOOL
Washington, DC
06.2010

Skills

  • Attention to detail
  • Classroom management
  • Behavioral intervention
  • Independent task execution
  • Verbal and written communication
  • Creative and critical thinking
  • Call center software proficiency

Certification

  • First Aid CPR AED, American Heart Association, 06/01/24
  • Mandated Reporter, Child and Family Services Agency, 04/01/23
  • CPI, Nonviolent Crisis Intervention, 06/01/24

Timeline

Teacher's Assistant

Ingenuity Prep Early Childhood Academy
08.2022 - Current

Call Center Agent

The Midtown Group/FEMA
09.2021 - 10.2022

Resident Monitor

Community of Hope
04.2021 - 08.2021

Security Officer PT

Allied Universal
05.2019 - 04.2023

Security Officer

Security Assurance Management
05.2016 - 02.2019

Receptionist

Medical Staffers
01.2014 - 05.2016

HIGH SCHOOL DIPLOMA -

SPINGARN SENIOR HIGH SCHOOL

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