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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Call center representative with over 5 years of successful experience in customer service and accounts management. Recognized consistently for performance excellence and contributions to success in customer service and educational industry. Strengths in data entry and customer relations backed by training in management and education.

Skills
  • Test Proctoring
  • Client Communication
  • Quality Assurance Controls
  • Professional Telephone Voice
  • Customer support
  • Documentation and reporting
  • Customer service optimization
  • Call center operations
  • 65 WPM
  • Verbal and written communication
  • Performance improvement
  • Microsoft Office
  • Brand representation
  • Inbound phone calls
  • Answering questions
  • Complaint resolution
  • Calm disposition
  • Sales expertise
  • Gathering information
  • Customer Relationship Management
  • Account management
  • Payment processing
  • Logging call information
  • Technical Support
  • Cash Handling
  • Problem-solving skills
  • Quality assurance
  • Order Fulfillment
  • Inbound and Outbound Calling
  • Report preparation
  • Stocking and replenishing
  • Training development aptitude
  • Professional telephone demeanor
  • Retail store support
  • Creative problem solving
  • Multi-line phone talent
  • Shipping procedures understanding
  • Money handling abilities
  • Good listening skills
  • Recordkeeping strengths
  • Staff education and training
Work History
06/2013 to 02/2021 Teacher Catapult Learning | Sedalia, MO,
  • Incorporated exciting and engaging activities to reinforce student participation and hands-on learning.
  • Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
  • Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
  • Incorporated multiple types of teaching strategies into classrooms.
02/2020 to 08/2020 Call Center Representative Mercy Medical Center - Baltimore, Md | Baltimore, MD,
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Answered average of 50 calls, emails and faxes per shift, addressing customer inquiries, solving problems and providing product information.
  • Educated customers on company systems, form completion, and access to services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Entered customer interaction details in company provided software to track requests, document problems and record solutions offered.
  • Assisted 50 customer per scheduled shift by answering questions, responding to inquiries and handling telephone requests.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
09/2019 to 07/2020 Director- Preschool Childcare Network | City, STATE,
  • Oversaw interview and hiring process of classroom personnel for selection of high-quality teachers and staff.
  • Hired and trained new preschool employees.
  • Conducted research on emerging perspectives in childhood education to improve upon school policies and curriculum.
  • Recruited new students for admission through marketing and events.
  • Developed educational curricula that promoted development in key behavioral and educational areas.
  • Provided training and professional development for teachers.
  • Stayed up to date on regional preschool curriculum laws.
  • Established school policies and communicated to staff and parents for well-coordinated and high-quality daily operations.
  • Supervised teaching staff and resolved issues.
  • Attended approved training and continuing education courses to maintain certifications.
  • Monitored and observed child progress, interactions and behavior and reported findings to parents.
  • Adhered to budgetary guidelines to set financial goals and maintain school profitability.
  • Managed program paperwork and child records to comply with state requirements.
  • Executed marketing plan and promoted positive image to achieve monthly enrollment goals.
  • Engaged with parents and families to build positive relationships for children to thrive.
  • Evaluated staff and offered guidance to enhance knowledge, skills and professional development to optimize learning environment.
  • Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
  • Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
  • Operated under licensing guidelines to protect health, safety and well-being of children.
  • Resolved conflicts and administered corrective action to foster positive experience for children and staff.
  • Recruited, selected and retained high-quality staff to reduce turnover and foster stability.
05/2010 to 08/2012 Cell Center Interviewer The Myers Group | City, STATE,
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Helped average of 85 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated customers on company systems, form completion, and access to services.
  • Promoted available products and services to customers during service, account management and order calls.
  • Responded to customer requests for products, services and company information.
  • Entered customer information into customized computer system with company provided software to document and organize client records.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained user account data by initiating account access and establishing in database.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Contributed to company achieving and holding industry-leading customer service ratings.
Education
Expected in 02/2021 Bachelor Of Arts For Teaching | Education Western Governors University, Salt Lake City, UT GPA:
Expected in 08/2009 | College Preparatory Diploma Shiloh High School, Snellville, GA GPA:

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Resume Overview

School Attended
  • Western Governors University
  • Shiloh High School
Job Titles Held:
  • Teacher
  • Call Center Representative
  • Director- Preschool
  • Cell Center Interviewer
Degrees
  • Bachelor Of Arts For Teaching