Michele Thompson
Houston,TX
Summary
To obtain a career opportunity in which I can utilize my diverse work experience with opportunity for growth and promotion.
Overview
31
31
years of professional experience
1
1
Certification
Work History
911 Telecommunicator
City of Houston Emergency Center
Houston, Texas
04.2020 - Current
- Answered incoming 911 calls and determined the nature of emergency And documented all relevant details from each call in computer-aided dispatch system.
- Answered incoming non emergency Houston Police Department calls and determined the nature of the call and routed to correct division or dispatched police unit to customers location. Also updated CAD system with status reports on location.
- Used Vesta, Mapstar, AWARE, CAD, TTY, on 4 screens simultaneously.
- Evaluated incoming calls for accuracy and completeness of information received.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Coordinated response efforts between police, fire departments, hospitals and other agencies involved in responding to an incident.
- Responded to emergency calls routed by automatic distribution system.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, while tracking data in real-time.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized multiple simultaneous calls based on severity of incident reported by caller.
- Kept abreast of changes in local traffic patterns and road closures due to accidents or
- Routed calls to fire or medical response personnel depending on individual call situations.
- TCOLE licensed and CPR certified as well CPR First responder telecommunicator certified.
- Participated in training sessions related to new technologies used in Emergency Dispatching.
- Alerted supervisors immediately if any life threatening situation arose while communicating with a caller or monitoring field unit progress.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Provided pre-arrival instructions to callers regarding emergencies.
- Utilized telephone and computer system to update first responders with new information.
Business Owner/Manicurist
Nails By Michele
04.2000 - Current
- Manage a long-term manicuring business as well as maintaining great customer relations with clients
- Marketing to potential clients, advertising, accounting, customer relations, clerical needs, expenses, auditing of products as well as making sure there is always stocked inventory
- Utilizing efficient time management and being able to fluctuate business needs with the changing needs of supply and demand of the ever-changing economy
- Creating artistic, creative, abstract, and one of a kind artwork with acrylic and paint designed to meet the needs of each and every client
Store Manager
Tide Cleaners
05.2017 - 04.2020
- Oversee daily operations of a high-end dry-cleaning store
- This includes managing and training staff to become efficient as well as demonstrate elite customer service skills
- Leading by example and inspiring customer service reps to know that anything is possible
- Keeping an immaculate and welcoming store that keeps our customers coming back time after time
- Strive to have all staff exceed customers' expectations and address them by name
- Some duties include daily monitoring of sales and labor, tracking, cash control, cash handling guidelines, performing audits, inventory, hiring, scheduling, customer satisfaction reports and customer feedback, handling claims of lost or damaged items, process improvement, promotions and sales, and communicating pertinent information to the team as well as to the V.P., C.E.O, and President
- Keeping a positive outlook and continue to learn and coach others to be amazing
Assistant General Manager
Chipotle
06.2014 - 05.2017
- Assisting the General Manager in all operations of restaurant
- Managing 30+ employees to make the success of our store apparent to all with an emphasis on excellent customer service
- Responsible for inventories, orders, scheduling, hiring, interviews, training, food & safety audits as well as cash handling audits, and anything that may arise in our busy fast paced environment
Workout Specialist/Advocacy
Bank of America
09.2011 - 08.2013
- Reviewing and analyzing mortgage portfolio for modification solutions
- Verifying customer's income, insurance, taxes, and working with investors to provide an affordable home modification solution for both the borrower and Bank of America
- Reach out to county and city foreclosure attorneys to postpone foreclosure sale dates or auctions to allow time to negotiate solutions
- Being available as the single liaison between the customer and Bank of America to resolve any/any/all the homeowners needs
Customer Service Associate/Financials
Bank of America
10.2007 - 09.2011
- Taking inbound calls and providing excellent customer service to our mortgage holders and affiliates
- Assist in processing payments, researching missing payments, re application of funds, reversing and refunding overpayments, credit reporting, updating year end 1098 forms, updating pertinent information regarding tax and escrow accounts, researching and resolving missing or late insurance payments as well as lender placed insurance and reimbursements, back office research, HELOC research, correspondence research, and providing loan modification and Short Sale status as well as resolving all customer concerns and needs
- Multitasking and working as a team player and having a keen eye for detail while thinking outside the box and embracing change in the ever-changing call center environment
Manager-Customer Service/Operations/Quality Control
Starwood Hotels & Resorts
01.2002 - 08.2007
- Supervising a team of 25 sales associates and providing excellent customer service daily to all outlets of Starwood
- This includes the guest, sales associates, management, hotels, vendors, and many others
- Monitoring inbound/outbound calls to maintain quality call flow and to improve policies and process improvements
- Providing feedback to associates to improve overall call experience
- Auditing quality control and Working on Six Sigma and process improvement projects including hiring, collaboration within Starwood CCC's and turnover
- Handling 'assist' calls and by leading by example
- Pulling reports and updating documents with accurate information
- Collaborating with other supervisors and peers to run a smooth operating call center
- Completing numerous assignments by being able to multi-task and prioritize as needed
Store Manager
Texaco Star Mart/Taco Bell
08.1999 - 01.2002
- Maintaining proper operations of store
- This includes customer service, data entry, accounting, auditing, interacting with Human Resources, shipping and receiving, hiring and terminating staff, shrinkage attacks, banking, answering phones, ordering and much more
- In conjunction with Texaco Star Mart, I was corporate certified as a manager for Taco Bell
- Maintaining proper operations of a fast food restaurant
- Executing quality customer service and knowledge of health and safety guidelines in food related work environment
- Dealing with Human Resources and being a positive role model for the restaurant's employees
Administrator/Office Manager
Little Creek Trees
10.1995 - 12.1998
- Customer Service, appointments, data entry, orders, financial audits, shipping and receiving obtaining current types of health, safety, hazardous materials permits, filing, etcetera
Office Assistant Manager/Skills trainer
Sparc Enterprises
05.1994 - 11.1995
- Running a retirement center for persons with developmental disabilities
- Includes phones filing, assessments, incentive programs, medications, administration, appointment setting, data entry, activities, etc
Skills Trainer/Medication Administrator
Stepping Stones Residential Services
05.1994 - 11.1995
- In conjunction with Sparc Enterprises I taught persons with D.D
- The life skills needed to interact with society daily
- This included cooking, social interaction, filing, running different types of behavioral assessments, diabetes training, C
- P
- R., and more
Education
Associates Degree - Criminal Justice
University of Antelope Valley
01.2013
Licensed Certificate - Manicuring
Page Beauty School
01.1999
General Education Diploma -
Cottage Grove High School
01.1994
Obtaining - Criminal Justice
University of Antelope Valley
Skills
- Self motivated and quick learner
- Dependable and punctual
- Detail orientated and ability to multitask
- Excellent Customer Service skills
- Extensive Management experience
- Strong computer and multiple software knowledge
- Administration and clerical expertise
- Organized
- Approachable
References
Available upon request
Certification
- TCOLE license (Texas Communication of Law Enforcement
- CPR CERTIFICATION
- MANICURIST LICENSE
- TLETS/NCiS
Accomplishments
- Employee of the Month
- Best in Customer Service
- # 1 Store Manager in Divison
- Team Player
Timeline
911 Telecommunicator
City of Houston Emergency Center
04.2020 - Current
Store Manager
Tide Cleaners
05.2017 - 04.2020
Assistant General Manager
Chipotle
06.2014 - 05.2017
Workout Specialist/Advocacy
Bank of America
09.2011 - 08.2013
Customer Service Associate/Financials
Bank of America
10.2007 - 09.2011
Manager-Customer Service/Operations/Quality Control
Starwood Hotels & Resorts
01.2002 - 08.2007
Business Owner/Manicurist
Nails By Michele
04.2000 - Current
Store Manager
Texaco Star Mart/Taco Bell
08.1999 - 01.2002
Administrator/Office Manager
Little Creek Trees
10.1995 - 12.1998
Office Assistant Manager/Skills trainer
Sparc Enterprises
05.1994 - 11.1995
Skills Trainer/Medication Administrator
Stepping Stones Residential Services
05.1994 - 11.1995
Associates Degree - Criminal Justice
University of Antelope Valley
Licensed Certificate - Manicuring
Page Beauty School
General Education Diploma -
Cottage Grove High School
Obtaining - Criminal Justice
University of Antelope Valley