Angela Haaf
Portage,MICHIGAN (MI)
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
21
21
years of professional experience
Work History
Teaching Assistant
The Montessori School
08.2022 - 11.2023
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported classroom activities, tutoring, and reviewing work.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
Customer Service Representative
PNC Bank
05.2020 - 12.2021
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding charge accounts and loyalty programs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Accurately processed routine financial transactions such as transfers, stop payments, transactional disputes, automatic bill pay setup and online banking access for customers.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Effectively communicated with customers about account changes, new banking products or services and potential online usage upgrades.
- Recorded account information to open new customer accounts.
Special Education Paraeducator/secretary
State Of MI. Dept. Of Health And Human Services
10.2009 - 10.2018
- Oversaw class of 1-10 students when instructor was out of room.
- Implemented curriculum with life-based approach.
- Prepared instructional materials for group and one-on-one use.
- Increased proficiencies by attending professional developmental workshops on learning goals, classroom management, student motivation and engaging learning activities.
- Worked cooperatively with students of various culturally diverse backgrounds and learning styles.
- Maintained student-centered, supportive environment in delivering learning experiences.
- Met with team of professionals from different disciplines to implement comprehensive action plan.
- Implemented lessons initiated by teacher or related services personnel.
- Collaborated with teacher to create customized classroom environment that was integral to students' needs.
- Provided diverse assistance to teachers, including clerical support, classroom management and document coordination.
- Conducted small group and individual classroom activities with students based on differentiated learning needs while carrying out IEP goals.
- Played essential role in delivering individualized services and supporting instruction.
Special Education Art Instructor
State Of MI. Dept. Of Health And Human Services
10.2009 - 10.2018
- Planned and executed activities to promote creative expression, individualized goal achievement and interpersonal development.
- Developed lesson plans surrounding various types of art, history and culture.
- Assisted Special education students in coming up with and executing detailed final projects for exhibition.
- Maintained daily student records and evaluated student progress.
- Facilitated group sessions and provided one-on-one support.
- Prepared and gathered materials for detailed lesson plans.
- Planned 9 in-school and external student exhibitions.
- Planned, implemented, monitored and assessed classroom instructional program.
- Created new lesson plans based on course objectives.
Resident Care Aide
State Of MI. Dept. Of Health And Human Services
07.2002 - 10.2009
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Documented residents' behavior in terms of mental status, sleeping and eating patterns in medical record books.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Monitored and assisted residents through individual service plans modulated by the facility.
- Increased medication knowledge and medical terminology prowess through consistent research and continuing education.
Education
Bachelor Of Arts - Psychology
Central Michigan University
Mount Pleasant, MISkills
- Experienced with computer programs, clerical and administrative assistant duties, team planning and data collecting
- Records Management Systems
- Meeting Minutes
- Workflow Planning
- Instructional support
- Teaching and instruction
- Interdisciplinary team collaboration
- Customer and Client Relations
- Documentation
- Verbal and written communication
- Activity planning
- Classroom management
- Student records management
- Differentiated instruction
- Customer service
Writing, reading and research
In my spare time I enjoy writing, reading and research on a broad range of topics from psychology, to classic literature and history. I am a creator, astronomy enthusiast, and I greatly enjoy the helping professions, as well as art and culture.
Timeline
Teaching Assistant
The Montessori School
08.2022 - 11.2023
Customer Service Representative
PNC Bank
05.2020 - 12.2021
Special Education Paraeducator/secretary
State Of MI. Dept. Of Health And Human Services
10.2009 - 10.2018
Special Education Art Instructor
State Of MI. Dept. Of Health And Human Services
10.2009 - 10.2018
Resident Care Aide
State Of MI. Dept. Of Health And Human Services
07.2002 - 10.2009
Bachelor Of Arts - Psychology
Central Michigan University
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