Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tkenya Mathis

Winnsboro,LA

Summary

Detail-oriented and highly organized professional with 7 years of experience in customer success. Proven ability to work independently, manage time effectively, and deliver results in a remote environment. Adept at utilizing technology to streamline processes and enhance productivity. Seeking a work-from-home position where I can leverage my skills in technical proficiency and adaptability.

Overview

7
7
years of professional experience

Work History

Call Center Representative

Act-On
04.2023 - 03.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Control Room Operator

Greenoaks
08.2021 - 03.2023
  • Managed crisis situations calmly under pressure, collaborating with team members to resolve problems quickly while minimizing potential impacts on operations.
  • Performed emergency operations to shut down faulty equipment, maintain electric service and safeguard station machinery.
  • Ensured smooth transitions between shifts by maintaining clear communication lines with colleagues and providing comprehensive briefings on relevant issues.
  • Demonstrated adaptability during periods of change, embracing new technologies or methodologies to improve overall control room functionality.
  • Maintained high levels of safety in the workplace through diligent observation and strict adherence to protocols.

Juvenile Justice Specialist

Swanson Center For Youth
08.2020 - 07.2021
  • Enhanced facility safety by conducting thorough security checks and addressing potential risks promptly.
  • Maintained detailed records of case progress, ensuring accurate information was available for court hearings and other proceedings.
  • Coordinated with local schools to facilitate educational opportunities for youth in detention settings, helping them stay engaged academically while awaiting court-ordered placements.
  • Conducted intake interviews with incoming youth to gather pertinent information needed for case management purposes, ensuring accurate documentation was maintained throughout their time within the system.
  • Monitored youth progress throughout their time in custody, making adjustments to treatment plans as necessary based on observed changes or new information received from court orders or probation officers.
  • Provided ongoing support and mentorship for juvenile offenders post-release, helping to prevent recidivism and promote long-term success.

Home Support Aide

Mangham Home Care
09.2017 - 07.2020
  • Observed and monitored children's activities.
  • Offered caring companionship and emotional support.
  • Facilitated recreational activities tailored to individual patient interests, promoting social engagement and mental stimulation.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Supported children's development by encouraging teamwork and understanding of others.

Education

Diploma -

Franklin Parish High School
Winnsboro, LA
05.2019

Skills

  • Remote Communication: Proficient in virtual collaboration tools (eg, Zoom and Microsoft Teams)
  • Time Management: Strong ability to prioritize tasks and meet deadlines independently
  • Technical Proficiency: software or tools, eg , project management tools, etc
  • Problem Solving: Effective in identifying issues and implementing solutions

Additional Information

Volunteer Experience: Feeding the Homeless. Contributed to local initiatives aimed at alleviating food insecurity by preparing and serving meals to homeless individuals. Developed strong communication and organizational skills while enhancing community outreach efforts and promoting awareness of homelessness issues.

Timeline

Call Center Representative

Act-On
04.2023 - 03.2024

Control Room Operator

Greenoaks
08.2021 - 03.2023

Juvenile Justice Specialist

Swanson Center For Youth
08.2020 - 07.2021

Home Support Aide

Mangham Home Care
09.2017 - 07.2020

Diploma -

Franklin Parish High School

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Tkenya Mathis