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Employment & Training Specialist

Perceptive bilingual employment specialist passionate about helping others reach personal and professional goals. Highly skilled at customer service and networking to build vital relationships with leading area employers. Strategic when placing clients in rewarding jobs based on skills, interests, and abilities. Successful at coaching clients on resume writing, interviewing, time management and teamwork.

Skills
  • Fluentl in Spanish and English
  • Translator
  • Excellent Customer Service with years of experience
  • Youth Mentoring in school environment
  • Flexible and adaptable to different work environments
  • Exceptional workflow management
  • Adhere to policy and procedures
  • Strong problem solving aptitude
  • Skilled in call center operations
  • Proficient computer skills especially MS Office and spreadsheets as well as MAC
  • Communications
  • Relationship Development
  • Problem Resolution
  • Organization
  • Team Building
Work History
Bilingual Paraprofessional 10/2019 to Current
Milwaukee Public School Milwaukee, WI
  • Problem solving and resolution
  • Organized classroom materials to help teachers prepare for daily instruction and activities.
  • Prepared instruction materials, including making copies, constructing bulletin boards and setting up work areas.
  • Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and assistance.
  • Oversaw groups of up to 20 students at school and off-site locations, maintaining optimal safety and security.
  • Observed individual behaviors and suspect actions, and reported issues to supervisory staff.
  • Monitored student progress in English fluency.
  • Increased students ability to understanding English through teaching in various languages.
  • Promoted exploration of building blocks of learning by leading diverse, hands-on activities.
  • Retained student interest and maximized receptive learning.
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
In Store Sales and Business to Business 04/2008 to 01/2011
Us Cellular Wauwatosa Wisconsin
  • Provide excellent customer service
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Coordinated between billing department and customers to resolve problems.
  • Processed cash and credit payments rapidly and accurately.
  • Responded to all customer inquiries thoroughly and professionally.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Entered data promptly and efficiently with great accuracy rate
  • Recommended new cellular products to customers, resulting in an increase of monthly add-on business.
  • Greeted customers in a timely fashion, while quickly determining their needs.
  • Answered customer questions about product availability and shipment times.
  • Accurately logged all daily shipping and receiving orders.
  • Sold and met monthly quotas in sales
  • Face to face sales
  • Travel and business sales
National Pro Call Department/Customer Service Call Center 11/2002 to 04/2008
Us Cellular Waukesha Wisconsin
  • Initiated operations improvements to improve overall call center productivity.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Education
Bachelor of Arts: Liberal Arts/Film Study University of Wisconsin Milwaukee - MIlwaukee Wisconsin
High School Diploma 2000 Gohen High School - Goshen, Indiana
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Professional Summary
A self-motivated call centre professional with solid in-bound experience in high volume call centre environments. Excellent communication and problem-solving skills coupled with initiative and accuracy provide the customer with an efficient and positive experience. An energetic employee with a consistent track record in meeting productivity targets in all areas. An energetic call centre agent with over 10 years experience in a dynamic call centre environment. Strong communication and computer skills contribute to high levels of efficiency and productivity. Proven track record in resolving complex customer issues and finding workable solutions. A strong sense of urgency coupled with in-depth product knowledge promotes customer satisfaction and improved customer loyalty. Verifiable achievement of performance bench marks in all areas.
Skills
  • Skilled in call center operations
  • Multi-line phone operation proficiency
  • Call center metrics decoding aptitude
  • Adheres to customer service procedures
  • Familiarity with Key Performance Indicators (KPIs


  • Exceptional workflow management
  • Strong problem solving aptitude
  • Committed to maintaining data integrity
  • Completed telephone training seminar
  • Customer service award
  • Extensive history with predictive dialers
Work History
01/2012 to 01/2017
Call Center Agent Storage King Port Melbourne, Victoria
  • Handle incoming calls from a national customer base.
  • Provide detailed information on services and products to customers.
  • Make appropriate storage recommendations based on customer requirements.
  • Locate available storage space.
  • Enter accurate and complete customer information into system.
  • Process bookings and orders within time frames.
  • Research and resolve service, product and billing issues.
  • Maintain updated records of all customer interactions.
  • Monitor and contact customers for booking renewals.
  • Produce weekly call reports for management.
  • Achieve and exceed key performance indicators in all areas.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to 2 calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.

09/2008 to 11/2011
Call Centre Representative Cables Plus North Melbourne
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to 2 calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Evaluated consumer reports on a monthly basis.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Managed high call volume with tact and professionalism.
  • Initiated operations improvements to improve overall call center productivity.

Education
High School Diploma: Lalor North Secondary College -
  • Customer Service Manager Certificate (CSMC)
  • Training in Call CentreManagement
  • Certificate 11 in Contact Centre
  • Coursework in Conflict Resolution, Marketing and Basic Accounting


Customer Service Manager Certificate (CSMC): Lalor North Secondary College - Lalor
Training in Call Center Management Coursework in Conflict Resolution, Marketing and Basic Accounting
Accomplishments
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
  • Cross-trained 10 new call centre representatives.
  • Recipient of "Customer Service Award" in 2015.
  • Capably managed a large volume call centre with more than 150 employees.
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Licensure/Certifications
  • Registered Nurse (RN) in Ohio (March 2008 - present)
  • Vascular Access Resource Nurse (VARN) - (April 2016 - present)


  • Certified Medical-Surgical RN (CMSRN) - Medical Surgical Nursing Certification Board (June 2013 - present)
  • Basic Life Support (BLS)
Work History
Assistant Nurse Manager, 05/2010 to Current
Cleveland Clinic
  • Self-directed with astute judgment skills. High level of personal accountability.
  • Oversee and participate in the daily delivery of patient care for a 34 bed medical/surgical and telemetry unit.
  • Provide ongoing evaluations of employees and counsel on performance issues.
  • Work with newer nurses and act as a role model/mentor.
  • Perform daily chart audits and monthly quality audits.
  • Perform daily patient rounds and service recovery when necessary.
  • Unit champion in the following: VARN, UBSCRN, BBPE.
  • Monitor incident reports and follow up as necessary.
  • Responsible for scheduling of approximately 75 employees.
  • Strong leader for nursing personnel assigned to the unit/shift.
Registered Nurse, 04/2008 to 05/2010
Cleveland Clinic
  • Perform nursing care for patients on medical/surgical and telemetry unit utilizing the nursing process.
  • Document nursing care utilizing computer based charting.
  • Preceptor for nurses new to the floor and a resource for new nurses once out of orientation.
  • Also received additional training to be a resource nurse for all nurses in skin care, pain and diabetes.
  • Provide ongoing assessment of patient and communicate any changes to physician.
  • Chronic patient care in med-surg unit, adeptly handling all aspects of treatment from medication to wound care to monitoring for 5-7 patients per shift.
  • Charge nurse on med-surg unit. Oversaw average of 30 patients per shift.

Customer Support Manager, 06/2003 to 09/2006
Quality Data Management
  • Responsible for evaluation, triage and resolution of all customer service calls that came into the Help Desk including personally handling all escalated calls.
  • Project implementation management including file setup and ftp/encryption training and assistance to clients.
  • Daily attention to patient files including receipt of data; changed formats; significant volume shifts and client notification, troubleshooting and follow up.
  • Maintenance and review of all account management operations reports.
Call Center Supervisor, 04/2001 to 06/2003
Quality Data Management
  • Supervise daily operations of call center including: resource for call center agents, creating and maintaining agent statistical reports, conducting quality audits.
  • Responsible for scheduling of call center agent and maintaining record of hours worked for payroll purposes.
  • Responsible for interviewing and training of new agents.
  • Assisted with the development of employee handbook.
Call Center Agent, 06/1999 to 04/2001
  • Administered patient satisfaction surveys for various health care organizations throughout the country in an outbound call center using interactive automated survey techniques.
Medical Assistant, 08/1999 to 04/2001
Satesh K. Waghray M.D
  • General office duties including answering phones, scheduling appointments and obtaining results from labs.
  • Clinical duties including obtaining vital statistics, preparation of lab specimens and EKGs.
Education
Bachelor of Science: Nursing, 08/14
Ohio University - Athens, OH
GPA 3.4
Associate of Science: Nursing, 12/07
Bryant & Stratton College - Parma, OH
GPA 3.7
Certificate: State Tested Nursing Assistant, 01/05
American Red Cross - Cleveland, OH

Information Technology: Courses taken in Business, Computer Programming, Database Design, and Visual Basic and Java programming., 05/06
Cuyahoga Community College - Cleveland, OH

Certificate: Medical Assisting and EKG Technician, 8/99
Sawyer College of Business - Cleveland, OH
Professional Affiliations & Committees
  • Academy of Medical-Surgical Nurses (AMSN),
    • Member of local & national chapters
  • Member of CCF enterprise-wide Image & Branding Council
  • Member of CCF enterprise-wide Nurse Event Review & Education Planning Session (NEREPS)

 

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Summary
Dedicated and focused associate who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Resourceful associate who consistently meets and exceeds productivity goals.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Relevant Experience
Customer Assistance
  • Customer Service
    • Database Maintenance
      • Assisted in the managing of the company database and verified, edited and modified members' information.
      Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
    Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Experience
06/2016 to Current
Call Center Agent Lowes Wilkesboro, NC Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Expressed appreciation and invited customers to return to the store. Managed quality communication, customer support and product representation for each client.
Education and Training
2012
High School Diploma North Wilkes High School Hays, North Carolina , US