Deltrice Thorner
Suisun
Summary
Dynamic professional with extensive experience as a Youth Counselor at Ella Cares, adept at fostering emotional well-being through tailored interventions. Proven track record in team collaboration and effective communication, enhancing youth engagement and crisis management. Skilled in behavior management strategies, ensuring positive outcomes for at-risk youth while maintaining confidentiality and compliance.
Overview
2026
2026
years of professional experience
Work History
Youth Counselor
Ella Cares
08.2024 - 01.2026
- Facilitated individual and group counseling sessions to promote emotional well-being.
- Developed engaging educational activities addressing social skills and conflict resolution.
- Implemented behavior management strategies to enhance youth participation and cooperation.
- Collaborated with multidisciplinary teams to create personalized care plans for at-risk youth.
- Provided crisis intervention support, ensuring safety and stability in challenging situations.
- Monitored progress of participants, adjusting interventions based on individual needs and feedback.
- Monitored youth behavior and offered guidance and support for positive change.
- Created and implemented individualized plans for individual youth.
- Documented detailed case notes efficiently, maintaining confidentiality while adhering to reporting protocols set forth by the organization.
- Managed crises effectively using de-escalation techniques, prioritizing safety while addressing the underlying emotional triggers for each incident.
Teleservice Representative
Kaiser Permanente
Vallejo, CA
03.2015 - 04.2022
- Managed high-volume inbound calls, addressing customer inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Provided product information and troubleshooting support, enhancing customer satisfaction levels.
- Collaborated with team members to streamline processes, improving response time for service requests.
- Adapted quickly to changing procedures and policies, maintaining service quality under pressure.
- Conducted follow-up communications to ensure resolution of customer concerns and retention efforts.
- Developed knowledge base articles to improve team access to information and resources for customers.
- Collaborated with team members to provide seamless support to customers, delivering a unified experience.
- Boosted service quality with thorough knowledge of company products, services, and policies.
- Exceeded performance metrics regularly by staying focused on customer needs and providing exceptional service.
- Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
- Participated in ongoing training sessions to stay current with industry trends and boost performance in the teleservice role.
- Achieved high first-call resolution rates by effectively troubleshooting customer issues.
- Handled sensitive account information securely following company protocols to maintain confidentiality at all times.
- Demonstrated adaptability through continuous learning of new products, services, or policy updates as required.
Salon Manager
Girlfriendz Hair Studio
Vallejo, CA
2014 - 09.2016
- Oversaw daily salon operations, ensuring optimal service delivery and client satisfaction.
- Trained and mentored staff on best practices in customer service and product knowledge.
- Implemented inventory management systems to streamline product ordering and reduce waste.
- Developed marketing strategies to increase salon visibility and attract new clientele.
- Analyzed financial reports to optimize budgeting and resource allocation for improved profitability.
- Controlled inventory by tracking expenses, purchases, and shelf stock.
- Managed cash flow, business transactions, banking, and accounting processes.
- Resolved customer concerns promptly and efficiently to maintain a strong reputation within the local community.
- Maintained a clean and welcoming salon environment through regular maintenance, organization, and attention to detail.
- Coached and trained employees to optimize performance and achieve demanding business objectives.
Bank Teller
Wells Fargo
Vallejo, CA
08.1998 - 2002
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Assisted customers with account inquiries, providing exceptional service to enhance client satisfaction.
- Maintained compliance with banking regulations and internal policies to mitigate risk and ensure security.
- Collaborated with team members to streamline operations, reducing wait times during peak hours.
- Managed cash drawer reconciliation daily, identifying discrepancies to uphold financial integrity.
- Implemented cross-selling techniques to promote bank products, contributing to overall branch goals.
- Resolved customer issues promptly, utilizing problem-solving skills to maintain positive relationships.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
No Degree - Cosmetology
Milan Institute of Cosmetology
Fairfield, CAGeneral Studies
Contra Costa College
San Pablo, CAHigh School Diploma -
Vallejo High School
Vallejo, CA06.1998
Skills
- Team collaboration
- Verbal and written communication
- Self-care strategies
- Tactful communication
Timeline
Youth Counselor
Ella Cares
08.2024 - 01.2026
Teleservice Representative
Kaiser Permanente
03.2015 - 04.2022
Bank Teller
Wells Fargo
08.1998 - 2002
Salon Manager
Girlfriendz Hair Studio
2014 - 09.2016
No Degree - Cosmetology
Milan Institute of Cosmetology
General Studies
Contra Costa College
High School Diploma -
Vallejo High School