Ireka Thomas
Canton,Ohio
Summary
Experienced with handling customer inquiries and resolving issues promptly. Utilizes effective communication and active listening to enhance customer satisfaction. Knowledge of customer relationship management and conflict resolution techniques.
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Agent
01.2024 - Current
- Took incoming calls to set appointments for the sales representatives
- Assisted residential homeowners with setting an appointment for home improvement.
- Provided products and product quality to the customers
- Learned to use empathy with the caller and find a need or a want for the product
- Gained knowledge on how to mirror the customer, Maintained the records of the customers that I have spoken with.
Customer service representative
01.2020 - Current
- Collaborated with different clients to provide excellent customer service to their customers
- Operated a computer to make outbound calls and to take inbound calls
- Maintained a clean and organized working space
- Demonstrated strong communication skills as well as listening skills to help solve customers' problems
- Consistently hit quote per hour for taking the phone calls
Dietary Cook
Astoria Rehabilitation Center
08.2021 - 03.2022
- Ensured consistent flavor profiles across dishes by carefully measuring ingredients according to established recipes.
- Maintained a clean and sanitary work environment, adhering to health department regulations and safety protocols.
- Prepared, apportioned and served menu and specialized food items developed to meet facility residents' unique dietary needs.
- Ensured timely meal service by coordinating cooking schedules and prioritizing tasks based on patient needs.
- Kept accurate records of patient dietary information for reference during meal planning and preparation stages.
- Followed standard recipes, menus and apportions according to established standards.
- Promoted teamwork among kitchen staff by fostering open communication and addressing issues promptly.
- Trained new staff members in kitchen procedures, equipment usage, and recipe preparation to maintain quality standards.
- Maintained awareness of individual dietary needs of residents and verified proper delivery of meals to correct residents.
- Provided nourishing and health-conscious food to customers under sanitary conditions.
KITCHEN MANGER
Belden Village Nursing Rehabilitation
09.2018 - 02.2021
- Supervised kitchen staff, ensuring adherence to food safety and sanitation standards.
- Developed and implemented efficient kitchen workflows to enhance meal preparation speed.
- Trained new employees on proper cooking techniques and equipment usage, fostering skill development.
- Managed inventory levels, coordinating with suppliers for timely procurement of ingredients.
- Created weekly menus that aligned with seasonal availability and customer preferences.
- Conducted regular performance evaluations, providing constructive feedback to improve team productivity.
- Led initiatives to reduce food waste through better portion control and inventory management practices.
- Collaborated with front-of-house staff to ensure seamless service and customer satisfaction during peak hours.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
Dietary Cook
CANTON HEALTHCARE
11.2014 - 04.2018
- Prepared nutritious meals following dietary guidelines and resident preferences.
- Managed inventory of food supplies to ensure freshness and availability.
- Collaborated with healthcare professionals to develop meal plans for residents.
- Trained new staff on safe food handling and preparation techniques.
- Implemented sanitation protocols to maintain kitchen cleanliness and safety standards.
- Evaluated food quality and presentation to enhance dining experience for residents.
- Adjusted recipes based on feedback to improve meal satisfaction levels.
- Led team in workflow optimization, reducing prep time while maintaining quality standards.
Education
Diploma - General communication
Timken High School
Canton, Ohio06.2000
Skills
- Proficient in using empathy on the calls and being a great listener
- Skilled in communication and appointment setting
- Experienced in finding a need or want in a homeowner
- Knowledgeable in different types of communication
- Strong attention to details and the ability to produce high quality sales
- Call center experience
- Outstanding communication skills
- Problem resolution
- Data entry
- Customer service
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Sales Essentials Certificate
- MCAS - Microsoft Certified Application Specialist
Languages
English
Full Professional
Timeline
Customer Service Agent
01.2024 - Current
Dietary Cook
Astoria Rehabilitation Center
08.2021 - 03.2022
Customer service representative
01.2020 - Current
KITCHEN MANGER
Belden Village Nursing Rehabilitation
09.2018 - 02.2021
Dietary Cook
CANTON HEALTHCARE
11.2014 - 04.2018
Diploma - General communication
Timken High School