Vicanna Thompson
Baytown,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
10.2021 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers with issues and concerns they are experiencing during the use of the product and/or service
- Document call-related information for auditing and reporting purposes.
- Maintained and updated customer information as necessary.
Tutor
Lee College
12.2018 - 03.2020
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
- Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
- Performed daily clerical and front desk duties for STEM Hub.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
Substance Abuse Counselor I
Gateway Foundation/Management & Training Corp.
04.2017 - 11.2017
- Developed relapse prevention strategies for clients transitioning out of treatment programs, empowering them to maintain long-term sobriety.
- Maintained accurate documentation of client progress, facilitating informed decision-making within the treatment team.
- Conducted individual intakes and assessments, ASI’s (Addiction Severity Index), created Master Treatment Plans, and meticulously maintained client’s files; to ensure they were complete, accurate and up-to-date.
- Instructed three classes daily utilizing a required educational curriculum covering topics including, but not limited to: HIV/AIDS and other sexually transmitted diseases, women’s health, mental health, relapse prevention.
- Created individualized educational plans and assignments designed to meet client needs.
- Conducted individual weekly and biweekly counseling to provide support, crisis intervention and guidance while addressing client’s behavioral problems.
- Facilitated group counseling sessions in a peer driven Therapeutic Community.
Case Manager
Starbright Family Residence LLC
06.2014 - 12.2015
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Acquired and applied training in the DHS CARES system to help disadvantaged persons re-adjust to daily living.
- Communicate and build rapport on a daily basis with mentally and chronically ill clients.
- Consistently moved at least three clients into housing each month, exceeding facility quota of one client per month.
- Coordinated with the Social Services Director to assist clients in acquiring medical care, permanent housing, and employment.
Cashier
Whole Foods Market
04.2014 - 06.2014
- Welcomed customers and helped determine their 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.
- Excellent record of connecting with customers and anticipating their needs.
- Excellent teamwork and multitasking skills.
- Interacted with and served customers daily on both express and local registers.
Education
Bachelor of Arts - Psychology
York College of The City University of New York
Jamaica, NYCompleted 24 Credits Towards BS in Nursing
Texas Woman's University (2020-2021)
Houston, TXSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Proficiency in Microsoft Office
- Data entry
- CPR certification, AHA
Timeline
Customer Service Representative
Alorica
10.2021 - 02.2022
Tutor
Lee College
12.2018 - 03.2020
Substance Abuse Counselor I
Gateway Foundation/Management & Training Corp.
04.2017 - 11.2017
Case Manager
Starbright Family Residence LLC
06.2014 - 12.2015
Cashier
Whole Foods Market
04.2014 - 06.2014
Bachelor of Arts - Psychology
York College of The City University of New York
Completed 24 Credits Towards BS in Nursing
Texas Woman's University (2020-2021)
Similar Profiles
Martin Saul Avila RenovatoMartin Saul Avila Renovato
Virtual Card Processor at AloricaVirtual Card Processor at Alorica
ASYA TUCKASYA TUCK
Senior Customer Service Specialist at AloricaSenior Customer Service Specialist at Alorica
Natalie WrightNatalie Wright
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Carly WadeCarly Wade
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Suzanne LumusSuzanne Lumus
Patient Registration Specialist at Family First Emergency RoomPatient Registration Specialist at Family First Emergency Room