Hi, I’m
NAKITHIA A. THOMAS
AUBREY,TEXAS
Summary
Skilled in client relations, research, and tracking required services and resolution of problems. Highly responsive to the delivery of services, and focused on customer relationship building. Ensure compliance with company policies and regulations in carrying out job functions. Provide senior leadership and internal stakeholders with updates and status reports. Ensure excellent client services while building and maintaining client relationships. Strong people management skills and ability to coach, lead and develop employees. Strong organizational and multitasking skills with ability to work with minimal supervision. Experienced in training new employees on responsibilities and company work ethics. Accustomed to working in unpredictable, fast-paced environments with the ability to think quickly and successfully handle difficult clients. Superb analytical and problem-solving skills leveraged to proactively improve customer service processes.
Overview
19
years of professional experience
1
Certification
Work History
American Airlines
Customer Service Agent
11.2021 - Current
Job overview
- Interprets government rules and requirements for domestic and international travel or cargo shipments
- Provides assistance to distressed passengers and customers
- Responds and assists during security and emergency situations
- Follows internal/external policies and procedures
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrate high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluate customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Address customer account discrepancies and concerns.
- Enter customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Department of Family and Protective Services
Foster Adopt Development Supervisor
09.2007 - Current
Job overview
- Develop and maintain effective working relationships between Child Protective Services staff and law enforcement officials, judicial officials, legal resources, medical professionals, and other community resources
- Consultant of verifying and approval process of foster and adoptive homes and applicable rules, laws, policy and procedures
- Knowledgeable about licensing Minimum Standards for Child-Placement Agencies for State of Texas
- Texas Administrative Code, and Family Code
- Skilled in presenting training and information to DFPS staff and community stakeholders about new legislation, current laws, policies and procedures, changes in contract language, procedures or processes
- Ability to understand, write, and interpret policy and procedure related to Foster and Adoptive Home Development
- Ability to evaluate existing foster and adoption home development practices, ability to identify trends or barriers, and ability to make recommendations for improvement
- Provides supervision, assigns duties, hires, disciplines, rewards, approves leave requests and formally evaluates employees
- Promote and demonstrate appropriate respect for cultural diversity among coworkers and all work-related contacts
- Implement motivational interviewing skills to assess risk factors for child abuse and neglect, substance use and intimate partner violence.
- Provide on-going support to resource parents through coaching and crisis intervention techniques
- Assist families in developing problem-solving and coping skills by providing counseling and referring to appropriate community agencies.
- Complete home welfare checks to align with state and program guidelines
- Develop rapport to create safe and trusting environment for children and families.
- Create and update systems of organization for case service plans and court reports.
- Educated over 250 families in program resources over 12 years
- Act as advocate for children in over 300 court settings
- Attend proceedings and testify for over 300 reunification and permanent placement cases
- Maintained 90% success rate while handling 40 cases at once.
- Determine and implement innovative and industry best practices using modern designs and tools.
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
- Led development teams in building system, data and application-level interfaces and functional relationships.
Westside Baptist Church
Child Care Coordinator
06.2017 - 08.2022
Job overview
- Mange 100% operation of childcare Ministry at WBC worship center
- This includes but is not limited to the following: supervise staff, implement curriculum, develop parental rapport, maintain time-sheets, and keep up to date training i.e., CPR and First Aid
- Maintain Texas Child Care standards, as it relates to safety, ratios, and incidents
- Develop lessons and activities to promote children's physical, emotional and Christian development
- Manage safety and security for all children under care
- Observe children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns
- Analyzing program operations to identify efficiency or performance issues
- Developing solutions for issues impacting operations
- Preparing analysis for documents, reports or briefs with moderate to advanced experience in Excel
- Apply positive behavior management techniques to enhance social interactions and emotional development
- Protected children and staff by maintaining strict standards of cleaning, sanitation and hygiene.
- Verified proper sign-in and sign-out procedures according to optimal security protections for children.
- Built culture-friendly program to help children and parents of diverse backgrounds feel welcome.
- Managed paperwork for childcare operations, employee management and state requirements.
- Implemented balanced schedules of age-appropriate learning, rest and play.
- Coordinated learning-focused program to help children build foundational knowledge.
- Observed teachers in classroom environments to assess performance and identify areas of improvement.
- Maintained high-quality child care standards based on developmentally appropriate practices.
- Stayed current on guidelines to maintain compliant program operations.
- Attended professional meetings and conferences to maintain and improve professional competence.
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
PRN, Medical City Denton
PBX Operator
01.2015 - 08.2022
Job overview
- Operate telephone switchboard, answering all incoming and in-house calls in a quick and professional manner
- Assist patients with information and directions to specific areas in the hospital
- Respond quickly and effectively to all emergency codes using proper hospital procedures
- Monitor security and other alarms
- Perform clerical duties
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Supported customers by managing 600 calls per day efficiently while maintaining professionalism and upbeat tone.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Created and maintained company phone directory with current extensions and staff information.
- Trained and mentored new PBX operations employees.
- Operated switchboard and routed incoming calls to appropriate departments.
- Connected callers with appropriate department.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Identified service improvement opportunities through call volume and performance reports.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
Operation Care Dallas
Volunteer
12.2017 - 12.2018
Job overview
- Cultivated and maintained relationships with community members to facilitate outreach activities.
- Maintained clean facilities to better serve program needs.
- Collaborated with local organizations to provide food baskets to families in need.
- Developed communication strategies to promote charity events.
- Established and maintained relationships with local organizations to coordinate volunteer efforts.
Child Care Services Association
Client Services Specialist
09.2005 - 09.2007
Job overview
- Coordinated referrals for childcare assistance
- Assessed individual family’s childcare needs for 450-500 clients
- Promoted parental compliance with terms of program
- Provided knowledgeable service and support for all customer needs
- Offered client correspondence and tracked records to foster office efficiency
- Initiated timely response to emails, voicemails and written correspondence
- Communicated with customers daily to request information and ensure completion of paperwork
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Maintained and managed customer files and databases.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
National Kidney Foundation of North Texas
Intern
01.2005 - 05.2005
Job overview
- Delivered expert clerical support to internal staff and management by efficiently handling wide range of routine and special requirements
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders
- Organized company files and created support system to decrease workload and increase productivity of account managers
- Built rapport with clients to facilitate trusting relationship and provide setting conducive to growth
- Designed a program, including manual, for dialysis center
- Assisted with fundraisers raising more than $80,000
- Attended meetings and presentations to learn project details.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations.
- Completed research, compiled data, and assisted in timely reporting.
- Prepared tables, graphs and fact sheets to summarize research results.
- Assisted with preparing project-related reports, presentations and manuscripts.
Education
Lamar UniversityBeaumont, TX
Master of Science from Public Health
05.2024
Texas A&M UniversityCommerce, TX
Master of Science from Social Work, Commerce
05.2018
Texas A&M UniversityCollege Station, TX
Bachelor of Science from Community Health
05.2005
Skills
- Treatment plans
- Safety awareness
- Employee management
- Crisis management
- Data collection and analysis
- Research
- Interpersonal
- Planning
- Verbal and Written Communication
- Complaint resolution
- Coaching and mentoring
- Confidentiality
- MS Office
- Risk assessments
- Analytical
- Continual Learning
- Coordination
- Project Oversight
- Public Speaking
- Team Collaboration
- Local Government
- Community Service
Certification
CPR/First Aid
Timeline
Customer Service Agent
American Airlines
11.2021 - Current
Volunteer
Operation Care Dallas
12.2017 - 12.2018
Child Care Coordinator
Westside Baptist Church
06.2017 - 08.2022
PBX Operator
PRN, Medical City Denton
01.2015 - 08.2022
Foster Adopt Development Supervisor
Department of Family and Protective Services
09.2007 - Current
Client Services Specialist
Child Care Services Association
09.2005 - 09.2007
Intern
National Kidney Foundation of North Texas
01.2005 - 05.2005
Lamar University
Master of Science from Public Health
Texas A&M University
Master of Science from Social Work, Commerce
Texas A&M University
Bachelor of Science from Community Health
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