Abby Moe
Syracuse,In
Summary
Experienced professional with 18 years in the Early Education Field, specializing in working with children from birth through age 13. Proven track record of success in various roles, including teaching assistant, School Age Program Director, and interim assistant director. Recently served as the Wawasee Staff Childcare Director, where I deepened my passion for positively impacting the lives of young children. Now seeking new career opportunities to broaden my horizons. Recognized for my strong work ethic, attention to detail, and ability to quickly acquire new skills. Committed to delivering high-quality work and open to seeking guidance when necessary.
Overview
9
9
years of professional experience
Work History
Customer Service Call Center Agent
Keystone RV
09.2021 - 09.2024
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Daily expectation of 50 calls per day
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Enhanced customer satisfaction by efficiently handling high call volumes and resolving issues promptly.
- Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Developed strong rapport with customers by attentively addressing their needs and fostering a positive service experience.
- Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
- Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
- Maintained thorough knowledge of company products, services, and policies to provide consistent support across all calls.
- Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
- Managed challenging situations calmly while maintaining professionalism throughout interactions with difficult callers.
- Collaborated with cross-functional teams to address complex customer issues requiring additional expertise or escalation.
- Navigated multiple software systems simultaneously while maintaining focus on the caller''s needs and issue resolution.
- Investigated and resolved customer inquiries and complaints quickly.
Wawasee Staff Childcare Director
Wawasee Community School Corporation
06.2020 - 05.2021
- Helping to establish and enforce best practices for the childcare center
- Maintaining a fun and interactive classroom that is clean, safe, and organized
- Assisting with the implementation of education during all classroom activities
- Assisting with the planning and execution of nutritious meals for students
- Carrying out required emergency drills
- Operating within a given budget
- Keeping an accurate inventory of supplies
- Providing effective direction, guidance and motivational environment to enhance employee and team performance
- Coordinating and implementing ongoing educational development plans for staff in keeping with the needs of the program
- Developing an orientation program/packet for staff and parents
- Assisting with conducting interviews and reviews the qualifications of all new staff before hiring the most qualified applicants for teaching or support staff positions
- Managing the work schedules of teaching and support staff
- Supervising and leading teaching and support staff as they adhere to childcare standards
- Communicating with parents regularly to provide updates regarding progress and development
- Working with teaching staff to find ways to address any behavioral or learning concerns
- Ensuring that the facility and staff adhere to all state and local regulations
- Other duties as assigned by Director/Principal/Designee
Preschool Special Education Paraprofessional
Wawasee Community School Corporation
08.2019 - 01.2020
- As a preschool paraprofessional I work in community preschools to teach children with special needs
- I work on social-emotional skills and pre-kindergarten academics to help ready them to be successful when they move on to their next educational experience
- In this role, I use IEP goals to determine lessons and activities that are tailored to each student to facilitate learning opportunities that will help them build skills to reach their goals
- I take anecdotal notes for each child I work with and record them into Learning Connections each week
- As their skills adapt and change so does the lesson plan, helping each child reach their individual IEP goals based on their developmental and educational needs
- In the classroom setting I help the Lead Teacher in the classroom facilitate the same type of learning of opportunities
- I wear many hats in the classroom
- I help clean, organize, adapt the classroom, hang art-work, run copies, and plan learning opportunities when the students are not in the building
- During classroom time I help facilitate developmentally appropriate learning opportunities for the children in my care
- I get lunches and help with meal-time, I help with potty-training and diapering
- I help children learn regulation and social emotional skills that help them adapt to and be successful in the classroom environment
- When the Lead Teacher is not present, I help the substitutes learn how the classroom runs, show them the schedule, where things are etc
- In that case, I usually take the lead in presenting lessons for the day, facilitating circle time, filling out parent communication sheets, doing the diapering, and getting the kids to and from the bus safely
- Because consistency is so important for the children in our classroom, I try to make sure our day goes as close to a 'normal' day as possible
- After many years of working with children, I have learned flexibility and adaptability are key skills in being successful and helping students be successful in the classroom
Substitute Teacher
Wawasee Community School Corporation
04.2018 - 08.2019
- My responsibilities as a substitute teacher were to come into the classroom and execute the lesson plans set out by the teacher
- Sometimes those lesson plans were not prepared, and it was my job to make the learning plan for the day
- Classroom management skills and flexibility are 2 key components of substitute teaching as well
- Along with classroom operations I am expected to carry out the mission statement and code of conduct expectations laid out for the Wawasee School Corporation
School Age Program Director/Grant Coordinator
Milestones Early Education Center
08.2015 - 03.2018
- When starting for Milestones I was originally hired as the Lead Teacher for the 3yr old classroom
- After 6 months of employment I was promoted to Latchkey Coordinator
- In May 2017, I was promoted again to School Age Program Director/Grant Coordinator
- In this position, I am responsible for the 4 other staff members who work under me
- I make sure their employee files and paperwork stay up to date
- I hired staff for our summer program
- I facilitate the entire summer program planning our schedules, organizing field trips and doing lesson plans for the entire summer
- I oversee the budget from beginning to end keeping track of purchases and spending for field trips and activities
- I keep supplies in stock, and also head up fundraisers
- I am responsible for all new student enrollments and making sure we have proper paperwork to maintain files
- I ensure that our program maintains safety standards in order to keep our children and our staff safe at all times
- In this position, I am also assisting our Exec
- Director with office responsibilities
- I take payments, process payments, assist with billing and the CACFP Federal Food Program
- I maintain flexibility with my hours and work as a sub in the classrooms and kitchen when staff members are absent
Education
Associate of applied science - Early Childhood Education
Ivy Tech Community College
Warsaw, IN05.2018
Associate of Applied Science - Human Services
Ivy Tech Community College
Fort Wayne05.2007
Skills
- Management
- Communication
- Leadership
- Adaptability
- Teachable/Trainable
- Complaint resolution
- Empathy Display
- Software Navigation
- Technical Support
- Customer Service
- Problem-solving skills
- Call Center Customer Service
- Customer communications
- Verbal and written communication
- Data Entry
- Documentation And Reporting
- Calm disposition
- Logging call information
- Proficient in Microsoft Word, Outlook, Axapta
- Time Management
- Calm and Professional Under Pressure
- Team Collaboration
- Active Listening
Timeline
Customer Service Call Center Agent
Keystone RV
09.2021 - 09.2024
Wawasee Staff Childcare Director
Wawasee Community School Corporation
06.2020 - 05.2021
Preschool Special Education Paraprofessional
Wawasee Community School Corporation
08.2019 - 01.2020
Substitute Teacher
Wawasee Community School Corporation
04.2018 - 08.2019
School Age Program Director/Grant Coordinator
Milestones Early Education Center
08.2015 - 03.2018
Associate of applied science - Early Childhood Education
Ivy Tech Community College
Associate of Applied Science - Human Services
Ivy Tech Community College
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