Janet Thoma
Schaumburg,IL
Summary
A customer services professional with track record of delivering high-quality service and support. Known for managing resident needs and resolving concerns swiftly, ensuring comfortable living experience. Valued for effective communication, teamwork, and adaptability in dynamic environments. Skilled in safety protocols and event coordination.
Overview
20
20
years of professional experience
Work History
Resident Services Associate
Friendship Senior Options /Encore Village
11.2021 - 07.2025
- Provided courteous, empathetic, and outstanding customer service to Residents, their families and other Associates.
- Assured visitors were processed through the security system and issued visitor identification badges.
- Performed various administrative functions utilizing the Microsoft Office suite and industry specific software applications.
- Prepared SNF reports.
- Monitored security cameras, roam alerts and the fire alarm system.
- Liaised with the Schaumburg Fire Dept regarding notifications when in and out of service.
- Performed Reception and Concierge duties
- Resolved customer inquiries by utilizing company knowledge base and resources.
Enumerator
US Census
01.2020 - 01.2020
- Conducted surveys to collect accurate demographic data for census reporting.
Customer Service Manager
Brex Carx Tire and Auto
01.2015 - 01.2018
- Managed all escalated client care issues and concerns; negotiated resolutions.
- Company contact with the BBB
- Led customer service team to enhance response times and service quality.
- Personally contacted high volume customers to ensure their satisfaction with services rendered and to address and resolve any issues of concern or complaint they may have.
- Implemented new CRM systems to streamline customer interactions and data management.
- Practiced on the spot coaching using positive reinforcement methodologies with the customer service team.
- Actively looked for opportunities to "catch team members doing things right" and acknowledged their positive impact upon company goals.
DMEPOS Accreditation Coordinator
NABP (National Association of Boards of Pharmacy)
11.2009 - 05.2010
- Managed the DMEPOS accreditation process from application through the accreditation decision process.
- Worked directly with Pharmacy Directors and Executive level staff of major chain stores
- Participated in conference calls with CMS officials and scheduled educational Webinars with C level pharmaceutical executives
- Reviewed corporate documents and advised applicants of deficiencies according to CMS standards, made survey recommendations and scheduled unannounced surveys
- Prepared standard and ad-hoc reports
- Invoiced and received over 5M in accreditation fees
- Prepared LOI’s & LOA’s. Liaised with NABP legal and DMEPOS applicant legal representatives regarding terms and language of contract for services proposed and rendered by the NABP
Corporate Customer Care Administrator
Car-X Corporate
01.2006 - 01.2009
- Managed HR and customer care operations for company and franchised owned stores, system wide
- Liaised with franchise owners & the Director of company stores to resolve escalated customer service issues and new business development
- Prepared service level achievement records, issued customer service awards annually as appropriate
- Edited and proofed Field Operations Managers store visit reports for submission to top Car-X / Tuffy corporate executives
- Corporate liaison with Chicago BBB, States Attorney’s office of consumer affairs and various consumer protection agencies throughout the Car-X regional operation system
Manager, Customer Service & Special Projects
Timothy Whaley & Associates, Photographic Artists
01.2003 - 01.2006
- Directly managed / supervised customer service staff of 15 employees
- Managed HR functions company wide; initiated and maintained company compliance regarding fair hiring practices in accordance with state and federal mandates and applicable employment law
- Implemented “best practices” initiatives in customer care and event planning
- Handled, monitored and resolved escalated customer service issues; external, internal, and vendor related
- Created PowerPoint presentations for training and meeting events
- Created and formatted customized letters, employee handbook, and various marketing and direct mail materials
Field Facilities Coordinator
Advanced Interactive Systems
01.2002 - 01.2003
- Collaborated with Federal Aviation Security Directors and Master Instructors for the delivery of a structured, federally mandated curriculum for the purpose of Homeland Security / TSA baggage screener training
- Managed the planning of meetings and events related to hosting training sessions throughout the United States
- Ensured the integrity of the testing process, test results reporting, and facilities security and classified sensitive information was not compromised
- Ensured vendor services were delivered and rendered in accordance with government and involved entities contractual agreement
- Participated in daily conference calls with the corporate office and disseminated sensitive information focused on updated legislative and regulatory requirements to applicable parties, made work policy and procedure recommendations in accordance with the AIS government training division leadership team directives.
United Airlines Contact Center Supervisor (WHQUN)
United Airlines
01.2000 - 01.2001
- Supervised 154 indirect reports and 15 direct reports in a 3-tiered inbound and outbound call center serving in-flight crew-members crew scheduling, pay records and benefits administration, worldwide
- Trained call center staff to achieve performance/productivity expectations in accordance with industry “best practices” using adult learning methodologies
- Reduced abandoned call rate from 12% to 3% by initiating cross training and efficiently re-assigning staff within the tiers as required by real-time incoming call volume
- Implemented HR initiatives: EEOC, ADA, OSHA, FMLA regarding call center staff and in-flight crewmembers (remote employees)
- Monitored employee performance and prepared employee performance reviews
Presenter / Lecturer
Elgin Community College
01.1999 - 01.2000
- Developed syllabus and presented a professional development non-credit course
- Coached, mentored, evaluated and developed students to pursue a career as a flight attendant
- Achieved a 30% success rate of students that were hired by US commercial air carriers; UAL, AA and SWA
Domestic & International Flight Attendant & Flight Service Manager
Trans World Airlines
01.1970 - 01.1998
- Domiciles: ORD-I, STL, & JFK I
- Recipient of Outstanding Customer Service Award & Award of Excellence
- Supervised in-flight cabin crew in all functions related to safety and service processes and procedures on wide-bodied aircraft; traveled extensively to high security areas; Israel, Kuwait, Cairo, and Riyadh, Saudi Arabia
- Prepared documents for US government and foreign government entities in compliance with embarkation, disembarkation and manifests associated with international travel
- Facilitated company sponsored marketing, sales, media, and advertising campaigns
- Extensive labor relations facilitation; collective bargaining and contract agreement negotiations (member negotiation committee, Independent Federation of Flight Attendants)
- Collaborated with Federal Air Marshall’s concerning airborne security
Education
No Degree - Medical Transcription
Elgin Community College
Elgin, ILSkills
- Proficient in advanced Microsoft Office tools
- Safety protocol knowledge
Timeline
Resident Services Associate
Friendship Senior Options /Encore Village
11.2021 - 07.2025
Enumerator
US Census
01.2020 - 01.2020
Customer Service Manager
Brex Carx Tire and Auto
01.2015 - 01.2018
DMEPOS Accreditation Coordinator
NABP (National Association of Boards of Pharmacy)
11.2009 - 05.2010
Corporate Customer Care Administrator
Car-X Corporate
01.2006 - 01.2009
Manager, Customer Service & Special Projects
Timothy Whaley & Associates, Photographic Artists
01.2003 - 01.2006
Field Facilities Coordinator
Advanced Interactive Systems
01.2002 - 01.2003
United Airlines Contact Center Supervisor (WHQUN)
United Airlines
01.2000 - 01.2001
Presenter / Lecturer
Elgin Community College
01.1999 - 01.2000
No Degree - Medical Transcription
Elgin Community College
Domestic & International Flight Attendant & Flight Service Manager
Trans World Airlines
01.1970 - 01.1998
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