customer care consultant back office operations resume example with 16+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Dedicated, positive and enthusiastic professional with a solid commitment to the social and academic growth and development of every child. Eager to apply knowledge obtained through previous facilitation, coaching and leadership roles, along with extensive education in Childhood Education to foster student growth and development.

  • Excellent Classroom Management
  • Effective Listening
  • Lesson Planning
  • Strong time management, leadership and organizational skills
  • Advanced analytical and problem-solving skills
  • Superior written and verbal communication skills
  • Excellent teamwork and interpersonal skills
  • Positive, dedicated and team orientated
  • Excellent conflict management and resolution skills
Education and Training
D'Youville College Buffalo, NY, Expected in 12/2010 Master of Science : Master of Science - Childhood Education - GPA :
University of Waterloo Waterloo, ON Expected in 06/2006 Bachelor of Arts : History; Sociology - GPA :
  • Certified by the Ontario College of Teachers and in Good Standing
North Country Academy - Customer Care Consultant - Back Office Operations
Wichita, KS, 05/2011 - 06/2023
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Educated customers where applicable to alleviate need for future contact.
  • Built sustainable relationships and trust with customer accounts through open and interactive communication.
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
  • Spent two years in a peer support role where duties included providing one on one coaching, training and mentorship to new hires
  • Utilized positive reinforcement techniques to encourage and motivate peers
  • Maintained records of peer interactions to assist leadership in identifying trends and training gaps, assessed and provided feedback to management regarding peer performance
  • Utilized listening and questioning strategies to diagnose peer needs and monitor progress.
  • Participated in training and development sessions to improve coaching practices or learn new mentoring techniques.
North Country Academy - Student Teacher
Broomfield, CO, 11/2010 - 12/2010
  • Successfully completed an eight week placement in a Gr.3/4 split classroom
  • Prepared interactive instructional materials and student learning materials according to Ontario curriculum standards, including modifications for the six students with special needs.
  • Implemented behavioral interventions consistently by using a variety of effective intervention strategies such as positive reinforcement to motivate and engage students.
  • Implemented questioning and discussion techniques to encourage student participation and knowledge acquisition.
  • Offered students personalized educational, behavioral and emotional support.
  • Established and enforced rules for behavior and procedures to maintain order among students.
  • Conquered challenges of working with highly diverse student population to attain exceptional student achievement.
  • Prepared visual aids, equipment and classroom displays to foster learning.
St. Catherine Of Siena - Student Teacher
Bethpage, NY, 09/2010 - 11/2010
  • Successfully completed ten week placement in a Gr.4/5 split classroom
  • Adapted teaching methods and materials to meet students' varying needs and interests including Individual Education Plans
  • Accepted constructive criticism and feedback with positivity in areas requiring improvement.
  • Managed classroom procedures and organized resources to promote safety and learning.
  • Planned and implemented lessons using various teaching strategies to meet diverse student needs.
  • Developed deeper understanding of teaching strategies with increasing responsibility for student learning.
  • Observed educators teaching various lessons, interacting with students and managing classrooms to gain insight and understanding of duties and responsibilities.
  • Created lesson plans to incorporate mandated topics and include immersive activities for student engagement.
  • Attended several Professional Learning Committee meetings, staff and divisional meetings to increase professional knowledge
  • Assisted with extracurricular activities such as the Eco Club and Cross Country
Campus Living Centres - Residence Manager
City, STATE, 04/2006 - 04/2010
  • Administered, coordinated or recommended disciplinary and corrective actions.
  • Established positive and professional rapport with student residents, building lasting relationships with people of various ages and from different cultures.
  • Advised and referred students to appropriate resources in personal, social and academic matters.
  • Coordinated, planned and supervised gatherings and functions to promote and increase social skills among students.
  • Encouraged and reinforced independent and responsible decision making on the part of all residents and front office staff. Developed strategies specifically designed to promote responsible behavior and respect for the community. Assisted with student accountability for unacceptable or inappropriate behavior.
  • Responsible for screening, interviewing, hiring front office staff as well as scheduling staff in a 24/7 environment.
  • Responsible for monitoring, coaching and disciplining front office employees to ensure optimal performance.
  • Developed and coordinated training programs for front office staff.
  • Used sound judgment and superior conflict management skills when responding to any medical or personal emergencies and security threats within the residence to de-escalate any dangerous or threatening behaviour, coordinated with external partners such as law enforcement, campus security and medical personnel to ensure student safety and security.
  • Completed and submitted detailed incident reports into the residence database for any incidents reported or observed by staff or security. Ensured detailed and accurate reports were submitted if needed for legal purposes.
Little Tots Daycare - ECE Assistant
City, STATE, 10/2005 - 01/2006
  • Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
  • Organized and led activities to promote physical, mental and social development.
  • Stuck to daily routines to help children feel comfortable and promote development.
  • Established indoor and outdoor safe play environments for toddler-age children.

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Resume Overview

School Attended

  • D'Youville College
  • University of Waterloo

Job Titles Held:

  • Customer Care Consultant - Back Office Operations
  • Student Teacher
  • Student Teacher
  • Residence Manager
  • ECE Assistant


  • Master of Science
  • Bachelor of Arts

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