Tamia Thornton
Sacramento,CA
Summary
Dedicated Outreach Specialist with over 10 years of experience in advocacy and direct service, adept at engaging diverse populations facing homelessness and mental health challenges. Proven ability to build trust within vulnerable communities and connect individuals to essential resources, including healthcare and financial assistance. Strong skills in crisis intervention, conflict resolution, and complaint management, complemented by excellent communication and problem-solving capabilities. Proficient in Microsoft Office Suite, CRM systems, and efficient typing, with a commitment to making a meaningful impact through support and guidance.
Overview
11
11
years of professional experience
Work History
Community Support Lead Case Manager
Serene Health
Sacramento, CA
10.2024 - Current
- Conduct comprehensive screenings and assessments with individuals and families, gathering information on functional, environmental, financial, employment, housing, educational, and health factors to assist in securing and maintaining housing and ending homelessness
- Build rapport with program members to assess housing needs, goals, strengths, and barriers, and develop a sustainable, individualized Housing Support Plan based on the Community Support Assessment
- Maintain open communication and proactively problem-solve with individuals, interdisciplinary teams, community support members, potential employers, and training programs
- Provide personalized, culturally competent, family-focused, goal-oriented case management, ensuring appropriate resource matching based on individual needs and income-generating potential
- Offer life skills coaching, job preparation, and financial literacy support, equipping members with essential training in home care, job readiness, and budgeting to foster self-sufficiency
- Manage member records, track progress in relevant databases, and submit timely monthly and weekly reports to supervisors
- Serve as a liaison between landlords and tenants, resolving disputes and preventing eviction; conduct post-housing visits to ensure lease compliance, coordinate case conferences, and collaborate with service teams, social workers, and case managers as needed
Tenant Advisor
Renters Helpline
Sacramento, CA
11.2021 - 02.2023
- Provided direct assistance and support to tenants through phone calls, and emails
- Educated tenants about their rights and responsibilities under local, state, and federal housing laws and regulations
- Assisted tenants in understanding and navigating the eviction process, including providing information on tenant protections and available resources
- Mediated disputes between landlords and tenants and strived to reach amicable resolutions whenever possible
- Conducted 10 to 15 intake assessments daily to identify the specific needs and challenges of each tenant and develop individualized action plans accordingly
- Advocated on behalf of tenants by communicating with landlords, property managers, government agencies, and other relevant stakeholders
- Maintained accurate and confidential records of client interactions, case notes, and outcomes
- Remained Informative about current housing policies, trends, and resources to better assist tenants and provided up-to-date information
- Provided references to callers who needed homeless services, legal aid, and self-help court services
ADMINISTRATIVE SPECIALIST
Sentimental Journey Vintage Transportation
Sacramento, CA
11.2014 - 10.2021
- Lead coordination of wedding/special luxury event transportation services
- Contacted clients via telephone or email to secure contracts
- Input data in Microsoft Excel from bridal fairs and sent email blasts/newsletters to prospective clients
- Attended bridal fairs to speak with prospective (public) clients regarding their event transporting needs
- Invoiced customers and verified payments made in CRM tracking application
- Scheduled and organized car maintenance appointments and records
- Maintained all Department of Transportation requirements and documentation
- Communicated with customers on and before event day, in effort to ensure quality service is provided
- Managed and organized event schedules and bookings
- Organized and maintained all social media marketing campaigns
- Streamlined office processes by implementing efficient document management and filing systems
LEAD CUSTOMER CARE REPRESENTATIVE
Vision Service Plan
Rancho Cordova, CA
04.2014 - 08.2019
- Responded to telephone inquiries ranging from routine to complex situations from doctors, members, and clients
- Assisted doctors with claim payments, adjusted claims over the phone and researched and resolved billing errors and payment discrepancies
- Created knowledge resources for quick reference by the team, expediting issue resolution while maintaining consistency in responses provided
- Served as a subject matter expert within the organization, advising colleagues on best practices for delivering exceptional customer care experiences
- Collaborated with cross-functional teams to resolve customer issues quickly and efficiently
- Utilized CRM software effectively to update customer information, track interactions, and manage cases
- Assisted clients with eligibility updates, adding, terminating, and resolving plan issues
- Managed team grievance caseload, and provided effective feedback and coaching to ensure case timeliness and compliance deadlines were met
- Mentored new hires, ensuring consistent quality of service across the team
- Developed and implemented training tools that encouraged stellar customer satisfaction results in the call center
- World Class Service Certification in 2014, 2015, and 2016 and maintained a 98% customer satisfaction rating per year
- 50+ Proud Letters received when customer was satisfied with interaction
Education
CAA PROPERTY MANAGEMENT TRAINING -
CAA
Sacramento, CA11.2022
Some College -
CLARK ATLANTA UNIVERSITY
Atlanta, GASkills
- Leadership
- Quality Assurance
- Attention to detail
- Microsoft Excel, Outlook, and Teams
- Written and verbal communication
- Organizational skills with the ability to multitask
- Problem solving
- Crisis planning
- Interpersonal skills
- Resource allocation
- Data Collection
- Case assessment
- Case documentation
- Progress monitoring
- Service delivery
- Client advocacy
- Case planning
- Conflict resolution
- Critical thinking
- Active listening
References
References available upon request.
Timeline
Community Support Lead Case Manager
Serene Health
10.2024 - Current
Tenant Advisor
Renters Helpline
11.2021 - 02.2023
ADMINISTRATIVE SPECIALIST
Sentimental Journey Vintage Transportation
11.2014 - 10.2021
LEAD CUSTOMER CARE REPRESENTATIVE
Vision Service Plan
04.2014 - 08.2019
CAA PROPERTY MANAGEMENT TRAINING -
CAA
Some College -
CLARK ATLANTA UNIVERSITY
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