Knowledgeable and dedicated customer service professional with extensive experience handling objections using Acknowledge, Respond, Pivot. 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships. Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve company's success.
Skills
Excellent Communication
Customer Relationship Management Software (CRM)
Exceptional interpersonal communication
Time management
Customer Relations
Effective problem solver
Telemarketing expertise
Multi-tasking
Complaint resolution
Microsoft Outlook, Word and Excel
Written communication
Coachable
Resourceful
Highly motivated
Education
Florida Memorial UniversityOpa-locka, FLExpected in 05/2018 – –Master of Science:Exceptional Student Education / Reading - GPA:
Barry UniversityMiami, FLExpected in 12/2007 – –Bachelor of Science:Exceptional Student Education - GPA:
Certifications
Certified Exceptional Student Education, English 6-12
Certified Scrum Master
Certified Scrum Product Owner
Work History
Charter Schools Usa - Intensive Reading Teacher Summerville, SC, 01/2008 - Current
Identifies goals, metrics, and analytics to determine best intervention methods.
Effectively communicated with students and parents via chat and email.
Provides differentiated and explicit instruction that conveys clear understanding of unique needs of students by condensing complex concepts into plain language for students and stakeholders.
Continually makes recommendations and refinements to lesson plans and curricula based on data and observations to reach defined goal.
Designs Individual Education Plans for 27 exceptional education student caseload annually to encourage academic and personal growth according to different learning abilities and needs.
Develops and delivers engaging multi-mode instruction.
Coordinates regular meetings to share and analyze student performance data and success plans with stakeholders.
Collaborates with subject matter experts in evaluation and revision of training tools in order to continually improve learning platforms.
Creates new and better ways for organization to be successful by contributing to School Improvement Plan.
Builds partnerships and works collaboratively with others to meet shared objective of improvement in reading across curriculum.
Conducts research to determine student needs.
Participates in stand-up style team meetings where accomplishments and goals are discussed weekly.
Conducts iteration planning sessions in 9-week sprints to prioritize benchmarks for quarter.
Participates in lesson studies to demo new products and best practices followed by debriefing sessions for retrospective analysis.
Interpreted student assessment data to ascertain best intervention methods.
Improved behavior by modeling positive choices and teaching socially-acceptable options.
Bangor Savings Bank - Mortgage Loan Officer Old Town, ME, 02/2022 - 08/2022
Worked with underwriters to fix application problems and resolve issues.
Reviewed loan files and updated to match current standards.
Fielded customer complaints and provided solutions.
Explained different types of loans pertaining to client situations.
Implemented sales strategies that established relationships with realtors and CPAs.
Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Explained very technical financial information to applicants in easy-to-understand language.
Monitored pipelines to track and log status of loans.
Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
Used Microsoft Word and other software tools to create documents and other communications.
Integrity Credit Repair - Business Owner City, STATE, 09/2018 - 01/2022
Built strong customer relationships and delivered customer-centric solutions.
Effectively communicated with clients via phone, chat, and email.
Consistently achieved results, even under tough circumstances (i.e pandemic).
Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
Put together realistic budgets based upon costs and fees for successfully operating business.
Conducted target market research to discover customer needs and analyze competitor trends.
Performed statistical analyses to gather data for operational and forecast team needs.
Frequently studied market to determine optimal pricing of goods, keep abreast of new industry trends, and capitalize on emerging opportunities.
Consulted with customers to assess needs and propose optimal solutions.
Introduced new methods, practices and systems to reduce turnaround time.
Promoted business via social media to generate leads and maximize brand identity.
Provided elite customer service to over 1,000 clients while resolving escalated problems and calmly responding to shifting priorities.
Used business software packages to maintain files and administrative records.
Second Baptist Church Community Development Center - K-6 Reading Tutor City, STATE, 01/2008 - 02/2020
Conducted assessments to determine comprehensive understanding of materials.
Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
Provided one-on-one and small group instruction to over 30 students falling behind in reading skills.
Designed lesson plans for phonics, fluency, vocabulary and comprehension for 30 students weekly with assessments and detailed schedules.
Structured activities for interactive learning, reading understanding and fluency skills.
Assessed students' progress throughout tutoring sessions and adjusted instructional methods and content focus.
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