Toby Hawthorne
Bossier City,LA
Summary
Experienced with providing direct care and support to diverse individuals. Utilizes strong communication and problem-solving skills to enhance clients well-being. Track record of adapting to changing needs and collaborating effectively with team members.
Diligent care provider known for providing compassionate and effective care to individuals with diverse needs. Proven ability to manage daily activities and improve clients' well-being. While maintaining a dynamic professionalism with extensive experience in customer service and support roles. Proven ability to enhance workplace relationships through effective communication and empathy.
Overview
19
19
years of professional experience
Work History
Direct Service Worker
Inner Quality Services
08.2025 - Current
- Provided direct support to individuals with disabilities in daily living activities.
- Assisted clients in developing personal goals and achieving independence.
- Implemented individualized care plans to enhance client well-being.
- Monitored client progress and communicated updates to multidisciplinary teams.
- Provided personal care assistance for clients with physical disabilities, ensuring their comfort and dignity in every interaction.
1 and 2 Support Specialist
GDIT
10.2024 - Current
- Assisted in troubleshooting technical issues to enhance customer satisfaction.
- Provided support for software applications, ensuring efficient usage by team members.
- Engaged with customers to address inquiries and resolve concerns effectively.
- Documented user feedback to improve product features and functionality.
Front End Customer Service Associate
Walmart
06.2022 - 10.2024
- Assisted customers with inquiries and resolved issues to enhance satisfaction.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Maintained product displays and ensured store cleanliness to promote a positive shopping experience.
- Collaborated with team members to streamline customer service processes and improve response times.
- Processed customer transactions efficiently using point-of-sale systems.
- Trained new cashiers on operational procedures and company policies.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Call Center Representative
Verizon
01.2021 - 06.2022
- Handled customer inquiries and resolved issues efficiently, ensuring high satisfaction levels.
- Managed incoming calls, routing them to appropriate departments for effective resolution.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Assistance Manger
Family Dollar
03.2016 - 07.2019
- Oversaw daily operations to ensure compliance with company policies and procedures.
- Developed and implemented training programs for new team members, enhancing operational efficiency.
- Managed inventory levels, ensuring timely restocking and minimizing stock discrepancies.
- Analyzed sales data to identify trends, optimizing product placement for increased revenue.
- Maintained professional, organized, and safe environment for employees and patrons.
Direct Service Provider
Sincere Client Care Services LLC
01.2007 - 01.2017
- Provided direct support to individuals with disabilities, enhancing daily living skills and fostering independence.
- Collaborated with multidisciplinary teams to develop personalized care plans tailored to individual needs.
- Monitored client progress and documented outcomes, ensuring compliance with state regulations and quality standards.
- Trained and mentored new staff on best practices in service delivery and client engagement techniques.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
Education
High School Diploma -
Richmond High School
Richmond, CA06-1993
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Customer communication and empathy
Timeline
Direct Service Worker
Inner Quality Services
08.2025 - Current
1 and 2 Support Specialist
GDIT
10.2024 - Current
Front End Customer Service Associate
Walmart
06.2022 - 10.2024
Call Center Representative
Verizon
01.2021 - 06.2022
Assistance Manger
Family Dollar
03.2016 - 07.2019
Direct Service Provider
Sincere Client Care Services LLC
01.2007 - 01.2017
High School Diploma -
Richmond High School