Seeking remote Call Center/Reservation/Help Desk positions. Proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Ability to project service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue.
Friendly with ability to handle fast-paced call center settings. Committed to quickly and thoroughly answering customer questions. Proficient in MS Office Suite. Type 65+ wpm. Strength in multi-tasking.
Ability to assist customers with questions and concerns, entering and updating customer details and managing escalated issues.
Able to follow script to arrange for reservations, sales, collection, etc...
Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Caring and kind with focus on understanding and resolving customer issues.
Skills
Scheduling/Reservation
Customer service
Problem resolution
Support Ticket System Management
Data Entry
Maintaining records
Coordinating paperwork
Sorting and labeling
Help Desk Support
Remote support
Customer Service
Research
Presentation Skills
Editing
Writing
Word Processing
MS Office Suite
Work History
Teacher, 02/2011 to 01/2020 Council For Economic Opportunities In Greater Cleveland – Cleveland, OH,
Fostered team collaboration between students through group projects for Science and Social Studies
Supported student teachers by mentoring on classroom management, lesson planning and activity organization
Kept students on-task with proactive behavior modification and positive reinforcement strategies
Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning
Communicated nonverbally with children to provide comfort, encouragement and positive reinforcement
Coordinated 15 special education students and teacher assistant schedules with master schedule
Organized instruction material, including constructing bulletin boards and setting up work areas
Teacher, 08/2007 to 12/2010 Council For Economic Opportunities In Greater Cleveland – Cleveland, OH,
Kept students on-task with proactive behavior modification and positive reinforcement strategies
Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning
Supported student teachers by mentoring on classroom management, lesson planning and activity organization
Communicated nonverbally with children to provide comfort, encouragement and positive reinforcement
Coordinated special education students and teacher assistant schedules with master schedule
Organized instruction material, including constructing bulletin boards and setting up work areas
Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals
Redirected students using Positive Behavior Support (PBS)
Led activities that developed students' physical, emotional and social growth
Delivered effective and differentiated classroom instruction to diverse range of developmentally challenged students
Created learning and content strategies to meet needs of mentally and physically disabled students
Developed and managed instructional materials and reports
Worked in self-contained and resource environments to teach students variety of skills
Completed intensive leadership training and provided training to colleagues on applied behavior analysis
Taught reading, language arts and social sciences in self-contained ED and LD classroom
Physically and verbally interacted with students throughout day
Attended monthly staff training sessions
Modified general education curriculum for special-needs students using various instructional techniques and technologies
Taught multiple subjects to students with intellectual or emotional disabilities
Provided life skills programming for students with moderate to severe autism
Implemented and taught life skills program, enabling students to master such tasks as checkbook balancing and budgeting
Partnered with standard education teachers from Speech, Occupational Therapy and academic departments
Collaborated with numerous departments and 4 standard education teachers
Security Guard, 08/2002 to 08/2006 Department Of Defense – Arnold Afb, TN,
Armed security for 4 years at multiple sites in Atlanta metropolitan area
Responded quickly to emergency situations to assess and deflect issues
Worked independently and collaboratively to resolve urgent issues to protect lives and property
Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public
Interacted assertively but non-confrontational with all levels of personnel and general public
Remained flexible in rapidly changing environments and adapted to developing situations
Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
Patrolled and monitored premises in company vehicle, on bicycle and by foot
Oversaw daily monitoring and patrolled buildings, grounds, and work sites
Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors
Participated in staff meetings, special events and professional development activities
Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates
Monitored employee activities, confirming compliance with security regulations
Checked and verified photo identification prior to granting facility access
Contacted law enforcement in case of unauthorized persons, documents and materials
Performed cash drops while maintaining security and control of drop box at all times
Remained calm, assertive and mindful to think critically and problem solve during stressful situations
Completed full building and grounds patrols every hour to spot and investigate concerns
Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior
Responded quickly to incidents and assessed active situations for security concerns
Secured premises and personnel by patrolling property and monitoring surveillance equipment
Prepared regular written logs and incident report at close of each shift for distribution to relief staff
Information Technology/Technical/Help Desk, 01/1998 to 04/2002 PricewaterhouseCoopers – City, STATE,
Worked with customers (Consultant) to understand needs and provide computer hardware and software support
Handled 20+ calls per hour to address customer inquiries and concerns
Increased customer satisfaction by resolving computer hardware and software issues
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Managed quality assurance program, including lease replacement of consultant and staff computer laptop/desktop and computer peripherals
Maintained excellent attendance record, consistently arriving to work on time
Education
Teacher Certification: Special Education, Expected in 12/2010 University of Georgia - Athens, Ga. , GPA:
Bachelor of Science: Public Administration, Expected in Strayer University - Washington, DC, GPA:
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