Tomassia Jones
Monroe
Summary
Multi-faceted professional with experience in Customer Service Operations, Criminal Justice, Legal Operations, and Member Support, and a strong foundation in mental health support and client advocacy. . Excellent in challenging and fast-paced environments.
Overview
11
11
years of professional experience
Work History
Counselor
Body and Soul Rehab Services
12.2024 - Current
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
Member Support Specialist
Peloton
11.2021 - 09.2023
- Verified work quality through observations and performance monitoring.
- Utilized IT ticketing systems to prioritize user requests based on severity and potential disruptions.
- Helped new hires assimilate into workforce.
- Resolved escalations proactively by implementing standard solutions, as well as developing customized approaches.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Partnered with design team to review specifications and offer feedback from direct testing results.
Hardware and Software Technician
Peloton
10.2018 - 11.2021
- Identified system and software issues, evaluated troubleshooting options and developed solutions via telephone and chat.
- Handled customer inquiries, payments and service requests.
- Utilized IT ticketing systems to prioritize user requests based on severity and potential disruptions.
Collections Representative
Tower Loan
01.2017 - 07.2018
- Requested credit reports, reference checks and information needed to evaluate loan.
- Resolved client billing problems by collecting direct payments and setting up payment plans.
- Handled outbound collection telephone calls.
- Reviewed daily credit holds to determine correct time to release accounts.
- Located information or reports needed by underwriters, assisting with approval or denial decisions.
Juvenile Corrections Officer
Swanson Center for Youth
12.2014 - 02.2017
- De-escalated disturbances with verbal and physical response strategies.
- Minimized chances for escape or violence with proactive monitoring of inmates.
- Organized strict daily schedules for prisoners, including work assignments, appointments and visits by family members.
- Identified and removed contraband items using routine and unannounced searches.
- Mentoring individuals to develop, practice and apply grounding techniques and coping skills.
- Created positive mentor relationships.
- Improved behavior with positive role modeling choices across different lifestyles.
- Consulted with families and staff to highlight client needs and discuss strategies for improved performance.
- Observed client behavior and documented potentially concerning or harmful interactions.
Education
Master of Science (M.S.) - Criminal Justice
Grambling State University
12.2021
Bachelor of Science (B.S.) - Criminal Justice
Grambling State University
05.2017
Diploma - undefined
Bastrop High School
05.2012
Skills
- Legal compliance
- Problem solving
- Team building
- Technical Support
- Account management
- Retention
- Sales strategy
- Mental health support
- HIPAA
- Counseling
- Crisis intervention
Timeline
Counselor
Body and Soul Rehab Services
12.2024 - Current
Member Support Specialist
Peloton
11.2021 - 09.2023
Hardware and Software Technician
Peloton
10.2018 - 11.2021
Collections Representative
Tower Loan
01.2017 - 07.2018
Juvenile Corrections Officer
Swanson Center for Youth
12.2014 - 02.2017
Bachelor of Science (B.S.) - Criminal Justice
Grambling State University
Diploma - undefined
Bastrop High School
Master of Science (M.S.) - Criminal Justice
Grambling State University
INTERNSHIP
- Bastrop Sheriffs Department
- Printing, signing, and filing paperwork
- Updating and editing information within Microsoft
- Bookkeeping
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