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Professional Summary

Customer Service Representative with expertise in delivering support services and resolving customer problems with excellent written correspondence and telephone skills. Brings extensive high-call volume and superior computer skills and telephone etiquette.

Skills
  • Professional telephone demeanor
  • Excellent phone etiquette
  • Good listening skills
  • Complaint resolution
  • Creative problem solving
  • Quality control
  • Motivated team player
  • Process improvement
  • Computer proficient
  • MS Office proficiency
Work History
Customer Service Representative | 11/2016 to 07/2019
Aetna, Inc. - Fort Wayne, IN
  • Provide exceptional Customer Service for COBRA, Health Savings, Flexible Savings and Health Retirement account customers
  • Educate customers on product and services by providing benefit details and website navigation
  • Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems with a one-call resolution
  • Senior Representative for escalated customer calls
  • Excellent matrix and quality control
  • Quality control team mentor
Customer Service Manager | 11/2012 to 10/2016
Empire Refractory Sales Inc - Fort Wayne, IN
  • Purchase and sales of refractory material, management of all incoming and outgoing freight
  • Respond to customer requests with friendly, knowledgeable service and support
  • Communicate with dispatchers, warehouses and customers regarding incoming and outgoing orders
  • Manage carrier choices resulting in transportation savings
Licensing Specialist | 05/2005 to 02/2008
One Resource Group - Fort Wayne, IN
  • Contract licensed insurance agents with industry carriers
  • Contact agents for required carrier contracts, process agent contracts and follow up on appointment status of agent contracts submitted to carrier
  • Renewal of all state licenses for corporation and corporate officer. Instrumental in adding variable and viatical lines of insurance for corporation and corporate officer state licenses
Contracting Specialist | 02/2008 to 08/2008
Ash Brokerage - Fort Wayne, IN
  • Contract licensed insurance agents with industry carriers
  • Contact agents for required carrier contracts, process agent contracts and follow up on appointment status of agent contracts submitted to carrier
Education
Northrop High School | High School Diploma
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Professional Summary
Customer service professional seeking a management role. Skilled in training staff and establishing relationships with clients. Self-motivated with exceptional communication and computer capabilities.
Skills
  • Customer service professional
  • Proficient in cash management
  • Organized and detailed
  • proficient in Microsoft Office
  • Leadership
  • Interpersonal skills
  • Extensive knowledge of health and wellness
  • Effectiveness of exercises on the body
  • Knowledge of healthy nutrition
  • Local/state health laws knowledge
  • Creative instruction style
Work History
Lifeguard Swimming Instructor | 05/2016 to 02/2017
Boys and Girls Club of Morristown - Morristown, TN
  • Cultivated positive relationships with 8 participants by interacting with them during daily group fitness classes.
  • Developed safe and effective exercise programs for all members.
  • Assessed individual progress and suggested appropriate changes.
  • Explained class objectives and safety rules.
  • Taught a variety of group exercise classes, including beginner swim lessons and senior water aerobics.
  • Coached a recreational swim team with confidence and pride.
  • Watched over participants during leisurely swim activities.
Education Coordinator | 09/2015 to 02/2017
Boys and Girls Club of Morristown - Morristown, TN
  • Guided 20 students in using technology to support educational research.
  • Taught 30 courses in personal health to an all-ages grade level students.
  • Created learning based games and activities to stimulate the minds of students outside of school.
  • Assisted 100 grade level students in after school homework and studying.
  • Upheld and maintained 150 dated records of participants in all education based activities within the facility.
  • created spreadsheets in excel to track data
  • Maintained safety and security of all youth under care.
  • Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help.
  • Organized grade records to increase reference speed.
  • Greeted customers and visitors in-person and via telephone calls.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
Front End Manager | 03/2009 to 11/2016
K-VAT Food Stores Inc - Abingdon, VA
  • Investigated and resolved customer inquiries and complaints in an empathetic manner on an average 10 times daily.
  • Cross-trained 3 customer service managers.
  • Successfully transferred deposits to secured brinks courier daily.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Efficiently managed daily store bank deposits and order requests.
Education
East Tennessee State University - Johnson City, TN | Bachelor of Science Physical Education and Exercise Science, 2015
  • Received Tennessee Hope Scholarship
  • Graduated with 3.3 GPA
  • Dean's List Fall 2014
Affiliations
Alumni member of the Co-ed service fraternity Alpha Phi Omega
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Professional Summary
Experienced Financial Administrator turned Beauty Sales Representative that utilizes skills in organization, research and communication along with an innate drive for impacting lives in order to achieve various targets within diverse job roles.
Skills

Proven Sales Consultant
with 3+ years of experience

Proficient Administrator
with 10+ years of experience

Certified Medical Aesthetician
and Skin Care Therapist

Highly organized and self motivated

Adept computer skills including word and excel

Excellent written and verbal skills

Strong research skills

Team player and passionate about people

Talented and experienced Makeup Artist
Work History
Store Keeper 02/2017 to Current
S & H Health Foods Mississauga, ON
  • Responded to all customer inquiries relating to supplements and nutrition.
  • Placed orders on a weekly basis by brands in relation to stock and customer's specific orders.
  • Received shipment, calculated prices of items  and arranged them orderly to store standards.
  • Provided customer service while maintaining store security via cameras.
  • Answered customer questions about product availability and shipment times.
  • Processed cash, debit and credit sales accurately.
  • Cleaned and organized the store, including furnishings, display and merchandise. 
  • Completed all opening and closing procedures including counting and accounting for contents of the cash register.
Beauty Consultant 02/2016 to 07/2016
Giorgio Armani Hudson's Bay Square One, Mississauga
  • Built relationships with new clients to increase clientele-base while also strengthening existing clientele relations.
  • Created strategies to develop and expand sales, which resulted in a 70% increase in monthly sales.
  • Tailored custom consultations with clients for makeup and skin care needs.
  • Maintained sales targets of eighty dollars an hour and minimum of two units per transaction.
  • Updated communication files with respect to stock, sales, and client appointments.
  • Achieved special event sales targets on monthly basis for new product launches and promotions.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
Brand Representative and Education Specialist 05/2015 to 01/2016
NUDE Skincare Greater Toronto Area
  •  Helped increase NUDE Skincare yearly sales by 150% over previous year through relationship building and facial services.
  • Increased key accounts sales in the downtown core by 50% through initiatives focussed on return clientele and by engaging leadership to aid in training.
  • Sold the most units of the ProGenius Omega Treatment Milk, a key product launch in all of North America.
  • Educated Sephora staff on NUDE skincare products by highlighting benefits, features and best selling methods.
  • Initiated conversations with clients to introduce NUDE skincare and identify hidden needs.
  • Analyzed sales, stock and display from various locations each week to strategize new sales techniques. 
Skincare Consultant 08/2014 to 05/2015
Sephora Square One, Mississauga
  • Pursued and investigated client's hidden needs.
  • Provided mini facials and makeup application.
  • Closed numerous sales confidently while assisting multiple clients.
  • Achieved outstanding reviews through in store and online feedback.
  • Won several competitions for outstanding sales achievements for multiple thousand dollar sales baskets.
  • Received management appreciation for successfully producing sales and educational material on skincare. This educational chart was used to train new employees on vast array of products to easily recommend and efficiently close sales.
Laser Aesthetician/Skincare Therapist 02/2014 to 08/2014
Beauty And The Spa and Chellsey Institute Mississauga
  • Performed laser hair removal , acne and IPL skin rejuvenation treatments.  Administered chemical peels, microdermabrasion, micro-current and ultrasound facials.
  • Customized skincare solutions for each patient through thorough skin analysis and personal needs.
  • Intently promoted sales of spa products and additional services resulting in overall increase in sales by 50% in each month.
  • Assessed existing and new product lines to review their profitability.
  • Developed and cultivated relationships with vendors and medical organizations.
  • Presented cost-benefit analysis to management to recommend purchase of new laser technology.
  • Maintained the upkeep of treatment facility and notified maintenance personnel for repairs.
  • Called patients for follow up after treatment and confirmed appointments within the week. Conducted closing transactions including billing and rescheduling. 



Fund Accountant 01/2007 to 06/2013
RBC Investor Services Toronto, ON
  • Processed all accounting and administration for mutual funds assigned to obtain accurate net asset values and comply with financial regulations.
  • Processed cash and asset reconciliations for all assigned funds.
  • Processed trades and fees accurately as per fund manager's requests.
  • Accounted for any missing or out of line discrepancy in a timely manner.
  • Analyzed each fund's value movement in terms of underlying holdings via data spreadsheets.
  • Adhered to all government guidelines and recommendations to detect and prevent money laundering
Education
Skin Care Therapist Diploma & Certified Medical Aesthetician 2013 Chellsey Institute of Aesthetics - Mississauga, ON
Certified in Laser Hair Removal & Skin Care Therapies 2012 Beauty Exchange - Toronto, ON
Bachelor of Arts: Business Economics 2004 York University - Toronto, ON
Volunteer and Event Work

Youth With A Mission, Zambia,  July 2016 – December 2016       

  • Administered medical resources to team members as health needs and emergencies arose.
  • Guarded team finances and individual budgets in a sensitive and discreet manner.
  • Shared the gospel of peace and hope through many avenues such as plays, public speaking and crowd engagements.
  • Provided assistance at various orphanages through caregiving, storytelling and assisting with domestic chores.

Morphe, IMATS 2017,  Toronto, ON. 

  • Provided customer service for IMATS attendants while up-selling through product knowledge and uses.
  • Cleaned, organized and supported booth set-up and tear-down for before and after showtimes. 
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Professional Summary

A well presented, highly personable, and efficient events manager with an ability to work independently or as a team in a changing and multi-tasking environment with numerous and competing deadlines. Having a strong customer service orientation and delivery focus and active commitment to continuous improvement and quality standards. Excellent communication skills and comfortable working in a fast paced, hands-on growth orientated work environment.

Skills
  • Analytical thinking, planning
  • Adaptable
  • Organization and prioritization
  • Mac & PC Operations
  • Managing Sensitive Information
  • Problem solving
  • Adobe Creative Suite
  • Strong interpersonal and written communication
  • Data management
  • Leadership
  • MS Office proficiency
  • Project management
  • Exceptional Customer Service
Work History
Order Review Specialist, 10/2018 to Current
Apple/ Volt Inc. Austin , Texas
  • Extensive investigative, research, and analysis of simple to complex “Card Not Present” transactions and customer accounts to detect unauthorized activity, then determining appropriate next steps. 
  • Responsible to action fraudulent orders and accounts.
  • To serve as a point of contact between cross-functional teams and business partners. 
  • Analyze, identify, and communicate trends.
  • Research and resolve suspect fraud escalations from various sources.
PRODUCT CONSULTANT, 07/2013 to Current
SEPHORA INSIDE JCPENNEY Round Rock, TX
  • Focused attention, targeted selling that shows value of the products & product application resulting in increased client sales.
  • Provides excellent customer service which results in high customer satisfaction and positive feedback.
  • Sought out for expertise of various beauty brands by veteran/less experienced consultants, provides coaching, training, & feedback for the same.

  • Forges excellent interpersonal relationships with other team members, leadership, area & regional staff, clients, & JCPenney members alike.

  • Assists with scheduled resets of product gondolas as  to contribute to a beautiful and clean shopping environment.
  • Recognized for consistently meeting or exceeding personal sales metrics for beauty events  and regular shopping while keeping abreast of daily sales goals.
  • Supports company programs that impact the company positively and meet or exceed all metrics for promoting the rewards programs to new/existing clients alike to encourage repeat customers.
LICENSE & PERMITTING SPECIALIST IV, 02/2014 to 02/2018
TEXAS COMMISSION ON ENVIRONMENTAL QUALITY Austin, Texas
  • Responsible for evaluating wastewater permitting documents for completeness.  
  • Tasked with preparing and tracking notice of deficiencies, reviewing applications and responding to time sensitive information in applications within 14 days according to agency processes and goals.
  • Efficiently multitasked & prioritized job duties to produce administratively complete permit or determine deficiencies application according to tight time frames.
  • Maintains and develops excellent interpersonal relationships with interagency clients from different departments & external clients
 and provided excellent customer service.
  • Prepared written & verbal correspondence, reports utilizing MS Office applications
 and internal databases.
  • Trained less experienced team members in agency processes
.
  • Able to adapt to to the ever changing agency standards to process applications.
  • Served as an ambassador in the annual agency trade fair event providing expert guidance to clients.
  • Regularly took initiative to resolve challenges that came up and provided efficient solutions in line with agency policy.
  • Regularly assisted with special projects to help meet business needs.
EDUCATION ORDER SPECIALIST, 01/2013 to 01/2014
MINDLANCE, APPLE INC Austin, Texas
  • Provided sales support order management operations for Apple Education B2B accounts.
  • Participated with a team of 15 fielding 400+ calls daily
  • Communicated sales and billing issues to with logistics, warehouse staff, Apple Sales staff & Revenue staff to come to resolution.
  • Provided excellent customer experience for B2B customers by effectively handling problems and complaints using personal judgement.
  • Increased annual sales revenues through coordinating strategies & resource optimizations.
  • Maintained excellent customer satisfaction & service support.
  • Expertly performed billing inquiries, shipment tracking & data entry in internal databases.
  • Analyzed staff projects, providing specialized peer reviews.
CUSTOMER SERVICE REPRESENTATIVE/NEW BUSINESS SPECIALIST, 01/2012 to 01/2013
RANDSTAD STAFFING, NEW YORK LIFE INSURANCE Austin, Texas
  • Fielded long-term insurance inquiries through quality customer service via emails, faxes, & multi-line phone calls.
  • Achieved a positive image of company through tactfully committing to engaging clients & agents in a professional and expedient manner.
  • Maintained client confidentiality and used initiative to solve problems in a fast-paced call environment.
  • Addressed 100+ calls a day.

  • Utilized FutureFirst software to input new business applications and passed off files to appropriate departments afterwards.

  • Generated CWA payments & client information within PEGA database.
  • Assisted agents with billing of clients and commissions generation.
CPS SPECIALIST II, 01/2009 to 01/2011
DEPARTMENT OF FAMILY PROTECTIVE SERVICES Austin, Texas
  • Traveled extensively to research child abuse investigations using legal resources and coordinating with medical and education community professionals, law enforcement, judicial officials and staff members. Maximized workflow duties through managing records, and scheduling appointments and drafting correspondences.
  • Responsible using initiative to identifying criminal negligence  for child abuse by assessing the situation and communicating with law enforcement and judicial systems .
  • Improved investigative efforts for a diverse group of clients through case work duties managing 150 plus cases using agency protcol.
  • Referred families to the appropriate community services and crisis intervention therapy or drug rehabilitation facilities.
Education
Bachelor of Arts: Psychology, 2008
The University of Texas - San Antonio, Texas
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Professional Summary
Experienced Operations Director professional with strong leadership and relationship-building skills.
Skills
  • Training and Development
  • Strong Interpersonal Skills
  • Instructional Design
  • Personnel Management
  • Program Development
  • Budgeting and finance
  • Project management
  • Team liaison
  • Self-motivated
  • Strong verbal communication
Work History
Operations Director Jan 2008 - Current
Temple of Deliverance Church of God In Christ Memphis, TN
  • A non-profit entity that provide spiritual, emotional and physical support to individuals.
  • Plan, organize and control all projects, training meetings, and development activities for church staff and auxiliaries.
  • Supervise staff of 10 and recruit volunteers for 25 ministries.
  • Cultivate key community partnerships which resulted in monetary donations, food and clothing.
  • Recruit and develop operational and training teams to support the church's 25 plus auxiliaries.
  • Negotiate with vendors to reduce expenses and increase productivity, resulting in the church saving over $10,000 within a six month period.
  • Collaboratively developed, and organized summer program that received $5000 grant from a local corporation for cultural and social enrichment for youth.
  • Direct all work in department, hire, train, new employee orientation and discipline employees.
  • Facilitate monthly sessions and auxiliary meetings to assess progress and resolve problems.
  • Provide leadership to summer intern program that hire four college students for a 10 week period each summer.
  • Responsible for proposal development, compiling data from various sources and departments, and preparing final proposal for community development project.
  • Manage projects- logistics, booking, recruiting volunteers, budgets, marketing and outside vendors.
  • Work alongside Executive Ministerial Team in strategic planning and setting organizational goals.
  • Created an employee incentive program to boost morale and reduced employee turnover by 15%.
  • Organize and monitor an annual department budget of over $200,000.
  • Spearhead successful events for Adopt - A - School program, uniforms, school supplies and back pack drive.
Program Manager Jan 2005 - Jan 2007
Memphis Urban League, Inc Memphis, TN
  • A non-profit, nonpartisan, community-based organization that provides direct services and policy advocacy to help individuals.
  • Provided leadership and over site of all educational programs.
  • Program leadership included managing staff and the implementation of national educational programs.
  • Supervised AmeriCorps Vista Workers.
  • Managed six after school programs in inner city designed to bridge the digital and learning divide.
  • Implemented Project Ready college prep program for teen mothers resulting in 20% attending Debra Early Page 2 college or technical school.
  • Facilitated Read and Rise Family and Community Literacy Workshops in local schools.
  • Successfully submitted proposals for program operating support from corporations and foundations totaling over $100,000.
  • Oversaw all grant budget accounts which including monitoring spending, reporting balances and tracking budgetary progress.
  • Prepared and monitored an annual program budget of $120,000.
  • Designed and implemented innovative and engaging workforce development training curriculum, including hands-on training, e-learning courses, training manuals, and job aids, achieved a 95% hiring/employment rate of the Katrina victims.
  • Conducted resume writing workshops and computer software training classes.
  • Developed and facilitated the Train-the-Trainer workshop for United Way and Kroger with 99.9% of participants obtaining employment.
  • Collected and reported data on the effectiveness of all programs on a monthly basis.
  • Designed assessment tools to evaluate effectiveness of programs.
Education Specialist Feb 2001 - Feb 2004
Mississippi Boulevard Christian Academy Memphis, TN
  • Christian educational facility for children in grades K - 8.
  • Coordinated a quality academic program by providing support and services to staff, students, parents and volunteers.
  • Supervised and trained 30 college student volunteers.
  • Coordinated parent training classes.
  • Assisted in developing a college student-led after-school program for remedial reading students.
  • Recruited and trained 30 college student volunteers to tutor 5th grade remedial reading students, resulting in increased test scores by 15%.
  • Conducted training classes for volunteer reading tutors.
  • Created volunteer policy and procedure handbook.
  • Developed national presentation materials for conferences with curriculum team.
  • Co-chaired fundraiser with PTO to raise $30,000 for computer lab and playground equipment.
  • Facilitated parent training sessions for parents with children with behavioral problems.
Education
M.A: Training & Development Roosevelt University Chicago
and Development Organizational Development
M.S: Instruction and Curriculum University of Memphis Memphis, TN
Instruction and Curriculum
B.A: Sociology Sociology
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Professional Summary
Versatile and dedicated health care professional offering over 10 years of experience in the field.  Skilled at multitasking and working with all internal and external professionals to deliver highest quality of customer care.  Armed with exceptional communication, interpersonal and organizational skills.
Skills
  • Over ten years of experience in health administration
  • Successful in both collaborative and independent work environments
  • Adept at utilizing effective interpersonal communication skills
  • Proficient in Micrsoft Office, Salesforce, Confluence and WebEx
  • Account requirement prioritization
  • Customer focused
Work History
Senior Consultant 09/2018 to Current
Ponaman Healthcare Consulting Phoenix, AZ
  • Conduct and reported on 340B Program integrity audits.
  • Complete and present comprehensive system-level 340B opportunity and regulatory compliance assessment.
  • Provide onsite and remote HRSA, manufacturer and mock 340B Program audit support.
  • Assist with ongoing program operational support, regulatory compliance monitoring and reporting.
  • Promote program success through supporting platform development and implementation.
Director, Corporate Account Strategy 05/2018 to 09/2018
Sentry Data Systems Deerfield Beach, FL
  • Produced ad hoc reports and documents for senior team members.
  • Worked directly with departments, leadership and customers to achieve success with customers 340B program.
  • Acted as solution expert for Customer Success Department.
  • Managed and owned customer relationships.
  • Developed and managed quality improvement.
  • Lead solution development.
Senior Manager of Customer Success 04/2016 to 04/2018
Sentry Data Systems Deerfield Beach, FL
  • Provided weekly management support to a team of 5 Customer Success Managers.
  • Supported Customer Success Manager'ss in diverting and/or resolving customer escalations in a professional and timely manner. 
  • Led weekly internal and external teleconferences to ensure effective communication between all entities.  
  • Evaluated and implemented changes to existing processes to support service efficiency.  
  • Prepared detailed customer business reviews to collaboratively maintain goals and divert potential barriers. 
  • Represented Sentry Data Systems at 340B and pharmacy related conferences to network with potential/current customers.  
Senior Account Manager 04/2015 to 04/2016
Sentry Data Systems Deerfield Beach, FL
  • Managed a densely populated customer base within a territory of 14 states, in addition to 9 to 10 strategic/premier accounts.
  • Mentored account managers to increase their understanding of company mission and procedures.  
  • Acted as a liaison between external entities and internal departments to maintain strong working relationships. 
  • Provided ongoing instruction and support to customers to ensure compliance with Sentrex/Sentinel programs. 
  • Partnered with entity leadership to develop strategic marketing plans and cohesive short-term/long-term goals.  
  • Conducted onsite system reviews and trainings to optimize program effectiveness.  
Account Manager 01/2013 to 04/2015
Sentry Data Systems Deerfield Beach, FL
  • Managed a densely populated customer base within a territory of 14 states.
  • Acted as a liaison between external entities and internal departments to maintain strong working relationships. 
  • Provided ongoing instruction and support to customers to ensure compliance with Sentrex/Sentinel programs. 
  • Partnered with entity leadership to develop strategic marketing plans and cohesive short-term/long-term goals.  
  • Conducted onsite system reviews and trainings to optimize program effectiveness.  
Business Solutions Consultant 01/2011 to 01/2013
Craneware Inc. Atlanta, GA
  • Increased physician and hospital billing efficiency through effective management of Chargemaster.  
  • Managed multiple client IDN's, OPP's and critical access hospital accounts across the United States. 
  • Maintained up to date CPT/HCPCS coding within records to safeguard against inaccurate charge capture and support optimal denial management. 
  • Assured compliance with Medicare regulations through ongoing accuracy review of CPT/HCPCS coding across hospital departments.
  • Evaluated customer billing policies/processes and provided feedback necessary towards their simplification. 
  • Partnered with internal team members to evaluate areas of improvement within all Craneware applications to ensure highest quality of service delivery. 
Solution Education Specialist 01/2009 to 01/2011
Craneware Inc. Atlanta, GA
  • Assisted in the implementation of various Chargemaster applications that aided hospitals and physicians with streamlining revenue management.
  • Evaluated customer billing policies/processes and provided feedback necessary towards their simplification.  
  • Provided customers with ongoing training and support to enhance their comprehensive understanding of Craneware products.
  • Partnered with internal team members to evaluate areas of improvement within all Craneware applications to ensure highest quality of service delivery.  
  • Executed clinical documentation reviews to safeguard against inaccurate charge capture and support optimal denial management. 
Medical Records Administrator 01/2008 to 01/2009
National Institute of Health Bethesda, MD
  • Utilized CPT, HCPCS and ICD-9 to code patient medical records. 
  • Assisted with record organization and maintenance of the online database.
  • Retrieved and delivered necessary patient documentation to medical personnel.  
  • Archived and purged patient medical records on a quarterly basis.  
Health Information Management Student Intern 01/2006 to 01/2008
James Cancer Hospital and Solove Research Institute Columbus, OH
  • Utilized CPT, HCPCS and ICD-9 to code patient medical records. 
  • Assisted with record organization and maintenance of the online database.
  • Retrieved and delivered necessary patient documentation to medical personnel.  
Security Officer 08/2004 to 01/2006
Ohio State University Medical Center Columbus, OH
  • Observed patient behavior and verbally/physically intervened as necessary to maintain safety.  
  • Completed mandated internal and external critical incident reports.  
  • Conducted monthly fire safety drills with hospital personnel. 

Education
Master of Science: Health Administration 2012 Bellevue University - Bellevue, NE
Bachelor of Science: Allied Medical Professions 2008 The Ohio State University - Columbus, OH
Certifications
  • Apexus Advanced Certification (In Progress)
  • Registered Health Information Administrator (RHIA)
This resume is created in 7 minutes.
Professional Summary

Experienced educator in Special Education with fourteen years teaching in Elementary and Secondary Resource and Special Day Program Setting.  Held leadership positions. Takes initiative, creative and critical thinker, problem solver, dependable,  follows through and is a collaborative member of the school team. Highly motivated and dedicated to teaching, growing professionally and supporting a positive school climate and learning environment.

Skills
  • Welligent, MISIS, DIBELS, Woodcock Johnson Assessment Tool, Microsoft Office, Google Applications
  • Excellent oral and written communication skills
  • Preparing and delivering presentations
  • Preparing and chairing professional meetings
  • Create, design and plan presentations
  • Knowledge and experience in research based instructional strategies and methodologies for diverse learners
  • Collaborate with teachers, parents and administrators to support student success
  • Analyzing data to inform instructional strategies and to make professional development recommendations
  • Ability to communicate with all stake holders
  • Knowledge of the Individuals with Disabilities Education Act (IDEA); California Special Education Regulations; District special education policies and procedures and Modified Consent Decree
  • Fluent in Spanish
  • Welligent, MISIS, DIBELS, Woodcock Johnson Assessment Tool, Microsoft Office, Google Applications
  • Trained in Language!
  • Excellent oral and written communication skills
  • Preparing and delivering presentations
  • Preparing and chairing professional meetings
  • Create, design and plan presentations
  • Knowledge and experience in research based instructional strategies and methodologies for diverse learners
  • Collaborate with teachers, parents and administrators to support student success
  • Analyzing data to inform instructional strategies and to make professional development recommendations
  • Ability to communicate with all stake holders
  • Knowledge of the Individuals with Disabilities Education Act (IDEA); California Special Education Regulations, District special education policies and procedures and Modified Consent Decree
  • Fluent in Spanish
Work History
07/2007 to Current
Special Education Teacher Buchanan Street Elementary School Los Angeles, CA
  • Develop and plan core curriculum in all subject areas in line with the California Common Core Standards, District and school-wide standards and initiatives.
  • Deliver instruction to third thru sixth grade students in a Special Day Class setting.
  • Establish clear objectives and purpose for all lessons, units and projects.
  • Collaborate with general education teachers in developing and implementing general education core curriculum.
  • Adapt and differentiate instruction and materials to meet students' diverse abilities and language needs.
  • Employ a broad range of instructional techniques to retain student interest and maximize learning.
  • Create an interactive classroom environment to maintain student interest and facilitate learning.
  • Create engaging and dynamic lessons with an emphasis on improving students' written and verbal communication skills in all subject areas.
  • Develop and manage Individualized Education Plans.
  • Active participant in IEP meetings.
  • Conduct academic and Functional Behavioral Assessments.
  • Prepare and write assessment reports.
  • Prepare and conduct State, District and school assessments
07/2007 to 06/2013
Resource Specialist Buchanan Street Elementary School Los Angeles, CA
  • Collaborated with general education teachers in developing, planning and delivering instruction to students in grades kindergarten thru sixth.
  • Managed a caseload of 28 students with disabilities with various eligibilities.
  • Conducted small group intervention instruction to general education students who were at-risk.
  • Conducted initial and triennial assessments and wrote reports accordingly.
  • Assessed students regularly to check for progress toward their goals.
  • Developed and managed Individualized Education Plans using the Welligent system.
  • Maintained regular communication with parents regarding student progress.
  • Led and conducted Student Success Team meetings.
  • Consulted colleagues and leadership team on issues related to Special Education.
  • Conducted State, District and school assessments.
07/2001 to 06/2004
Resource Specialist Franklin High School Los Angeles, CA
  • Planned and delivered instruction to 9th through 12th grade students in English, History, Life Skills and Algebra.
  • Collaborated with General Education teachers in planning projects, units and lessons aligned with State and District Standards.
  • Supported students in preparation for vocational and higher education.
  • Developed and managed student Individual Education Plans and Individual Transition Plans.
  • Conducted State, District, Special Education and curricular assessment
Certifications
  • Cross Cultural Language and Academic Development (CLAD)
  • Adaptive Schools
  •  Restorative Justice
  • Council in Schools
  •  Visual Thinking Strategies
  • Non-Violent Crisis
    Intervention
Education
enrolled
Autism Authorization:
LAUSD - District Intern Program
2013
Education Specialist Clear Credential: Mild to Moderate Diabilities
UCLA Extension DTLA -
2007
Education Specialist Credential: Mild to Moderate Disabilities
National University - Los Angeles, California -
2006
Master of Science: Special Education
National University -

Special Education

1997
Bachelor of Arts: Anthropology
UC Berkeley -

Anthropology

Additional Information
  • Grade Level Chair (2013- present)
  • Buchanan Leadership Team
    (2011-2013)
  • Member of School Site Council
    School Site Council Chair
    (2015-2017)
  • Member of Local School Leadership
    (2008-2013)
  • Member of Student Success Team(2008-2013)
  • Lead Professional Developments for
    staff
  • Chair and Lead team meetings and
    public meetings
  • Student Council Advisor
  • Parent Initiative
  • Grade Level Chair (2013- 2017)
  • Buchanan Leadership Team
    (2011-2013)
  • Member of School Site Council
    School Site Council Chair
    (2015-2017)
  • Member of Local School Leadership
    (2008-2013)
  • Member of Student Success Team(2008-2013)
  • Lead Professional Developments for
    staff
  • Chair and Lead team meetings and
    public meetings
  • Student Council Advisor
  • Parent Initiative