Summary
Overview
Work History
Education
Skills
Accomplishments
References
Work Availability
Timeline
BusinessAnalyst
Bernardette Smith

Bernardette Smith

Loganville,GA

Summary

Versatile professional with expertise in call center customer service, and high school math instruction. Proven ability to manage detailed financial records, troubleshoot technical issues for Sprint customers, and simplify complex concepts for diverse audiences. Adept at leveraging strong analytical skills and technology to optimize processes, maintain accuracy, and deliver engaging, effective communication in fast-paced environments. My collaborative approach and effective communication foster inclusive, high-achieving classrooms and customer experiences.

Overview

26
26
years of professional experience

Work History

High School Math Teacher

Gwinnett County Public School System
Suwanee, Georgia
11.2005 - Current
  • Demonstrate command of school subject being taught.
  • Develop and prioritize short and long-term instructional objectives based on district AKS curriculum.
  • Evaluate, select, and modify resources and activities.
  • Provide initial focus for the lesson.
  • Organize content for presentation of the lesson.
  • Utilize scientifically researched effective instructional strategies and methods of providing information for students to acquire the learning.
  • Provide formative assessment that measures student progress toward AKS objectives.
  • Provide summative assessment that measures student achievement of objectives.
  • Organize learning environment to maximize student time on task.
  • Maintain behavior that is conducive to learning.
  • Participate in professional growth and professional learning activities.
  • Maintain professional responsibilities and act as a role model.

Middle School Math Teacher

Charles County Public Schools
La Plata, MD
08.2004 - 07.2005
  • Knowledge of subject matter and appropriate instructional methodologies.
  • Evidence of exemplary human relation skills.
  • Evidence of exemplary organizational and planning skills.
  • Evidence of ability to work effectively with students, parents, and staff.
  • Plans and provides for appropriate learning experiences for students.
  • Supervises students in a variety of school-related settings.
  • Monitors and evaluates student outcomes.
  • Communicates and interacts with students, parents, staff, and community.
  • Develops, selects, and modifies instructional plans and materials to meet the needs of all students.
  • Provides an atmosphere and environment conducive to the intellectual, physical, social, and emotional development of children.
  • Strives to maintain and improve professional competence.
  • Maintains appropriate records and follows required procedures and practices.
  • Monitors appropriate use and care of equipment, materials, and facilities.
  • Maintains regular, on-time attendance.
  • Serves on special committees.
  • Other duties as prescribed by Maryland State Law, Board of Education policy, Negotiated Agreement and Building Principal.
  • Assists students in developing critical-thinking abilities by gaining an understanding of the content’s concepts.

Payroll Specialist

Bank of America, Customer Service Contact Centers
Charlotte, NORTH CAROLINA
04.2003 - 07.2004
  • Employee Inquiries & Customer Service:Handle inbound calls from Bank of America employees regarding payroll details and benefits.
    Provide clear, accurate, and timely information on payroll cycles, direct deposits, deductions, and benefits programs.
  • Payroll Data Verification & Support:Review and verify payroll data for accuracy in the payroll system.
    Assist in identifying and resolving discrepancies or errors in payroll processing.
  • Benefits Administration:Explain benefits packages, eligibility criteria, and enrollment procedures.
    Address employee questions regarding benefit deductions, contributions, and changes.
  • Record Keeping & Documentation:Maintain detailed logs of inquiries, resolutions, and follow-up actions.
    Document and update records in compliance with company and regulatory standards.
  • Compliance & Confidentiality:Adhere to strict confidentiality protocols for handling sensitive payroll and benefits information.
    Ensure compliance with federal, state, and internal payroll regulations and policies.
  • Process Improvement & Reporting:Identify recurring issues and provide feedback to improve payroll and benefits processes.
    Generate and present reports on call trends, resolution times, and common inquiries for management review.
  • Collaboration & Escalation:Work closely with HR and payroll departments to address complex issues or escalations.
    Communicate effectively with internal teams to ensure a consistent and supportive employee experience.
  • System Proficiency & Efficiency:Utilize payroll and call center management systems to track, manage, and resolve inquiries efficiently.
    Stay updated on system enhancements and procedural changes to maintain high service quality.

Customer Service Representative

Sprint
Charlotte, NORTH CAROLINA
11.2001 - 04.2003
  • Inbound Call Management: Answer high volumes of calls from Sprint customers regarding service inquiries, billing, and troubleshooting.
    Provide accurate, courteous, and efficient customer support in line with Sprint's service standards.
  • Customer Issue Resolution: Diagnose and resolve common issues related to network connectivity, device performance, and service interruptions.
    Process account updates, plan changes, and billing adjustments, ensuring timely resolution.
    Escalate complex technical or billing problems to specialized departments when needed.
  • Product and Service Expertise: Maintain up-to-date knowledge of Sprint’s cellphone plans, promotions, and device features.
    Educate customers on available options, and guide them through troubleshooting steps and service enhancements.
  • Documentation and Record Keeping: Accurately log call details, customer interactions, and resolution outcomes using CRM systems.
    Update customer records in real time to ensure data accuracy, and facilitate follow-up.
  • Quality Assurance and Compliance: Adhere to established call center protocols, quality metrics, and regulatory compliance standards.
    Meet performance targets, such as call resolution times and customer satisfaction scores.
  • Team Collaboration and Continuous Improvement: Work closely with team members and supervisors to share insights, and improve call handling processes.
    Provide feedback on recurring issues, and participate in training sessions to enhance service delivery.

Middle School Math Teacher

Charlotte Mecklenburg County Schools
Charlotte, NC
07.1999 - 07.2001
  • Adhere to all state, federal, and local laws, policies, and procedures
  • Work collaboratively with school administration and the classroom teacher of record to provide targeted instructional strategies within the classroom to include technology integration utilizing the MTSS framework components
  • Demonstrate instructional expertise and coaching skills
  • Support professional learning communities (PLC's) in developing their classroom practices to meet student needs and curricular demands
  • Develop, facilitate, and evaluate the success of building level professional development activities aligned to prioritized school goals
  • Improve classroom teaching by setting clear expectations and observing, coaching, and modeling effective teaching strategies
  • Conduct follow-up teacher conferences that provide specific and actionable feedback
  • Oversee planning, facilitation, and follow-up of school-based professional development
  • Assist teachers in application of new professional learning
  • Understand and analyze data from multiple sources
  • Use data to identify student learning trends, set goals, monitor and modify instruction, and increase student achievement in accordance with school improvement plans
  • Support an instructional program conducive to accelerated student achievement
  • Actively investigate, review, and evaluate instructional research and support teachers in identifying promising subject-specific strategies to support increased student outcomes
  • Regularly assess student learning and ensure specific, timely feedback to students regarding performance
  • Support colleagues to align standards, curricula, instructional strategies, and assessment tools
  • Team-teach with colleagues, demonstrate model lessons, and support teachers in using effective instructional strategies to meet students' diverse learning needs
  • Facilitate professional development and attend other related meetings as needed/required
  • Participate in professional development workshops and leadership training
  • Create an inclusive environment with positive communication
  • Perform related work as assigned or required

Education

Specialist of Education - Teacher Leadership

Piedmont University
Demorest, GA
12-2012

Master of Arts - Curriculum And Instruction

University of Phoenix
Tempe, AZ
07-2011

Bachelor of Science - Mathematics

South Carolina State University
Orangeburg, SC
12-1998

Skills

  • Knowledge of Gwinnett County Public Schools (GCPS) Academic Knowledge and Skills (AKS) curriculum, with in-depth knowledge of content in the field of certification; knowledge of techniques for integrating curriculum, GCPS policies, and effective instructional practices; ability to understand the teaching/learning process; ability to infuse technology into instruction to increase student learning; ability to work effectively with administrators, colleagues, central office, and school-based staff, students, parents, and the community; excellent oral and written communication skills; and effective human relations skills
  • Effective communication: excellent verbal and written communication skills for clear customer interactions, active listening to understand and address customer needs
  • Customer service orientation: empathy and patience to handle a range of customer inquiries and issues, ability to deliver service in a friendly, respectful manner under pressure
  • Technical Proficiency: Familiarity with Sprint products, services, and promotional offers, basic troubleshooting skills for resolving connectivity and device issues, and proficiency in using call center systems, CRM software, and standard computer applications
  • Problem-solving and critical thinking: Quick and effective resolution of issues through analytical thinking, ability to escalate complex problems appropriately while following established protocols
  • Organizational skills: Strong time management to handle high call volumes, and multitask efficiently, accurate record-keeping, and data entry to maintain up-to-date customer records
  • Team collaboration: Ability to work well within a team environment and share insights to improve processes, adaptability to learn new procedures or systems as needed

Accomplishments

  • Teacher of the year nominee 2014, 2017
  • Teacher of the Year Winner, Local School, 2023
  • Department Chair of Mathematics 2017-Current

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

High School Math Teacher

Gwinnett County Public School System
11.2005 - Current

Middle School Math Teacher

Charles County Public Schools
08.2004 - 07.2005

Payroll Specialist

Bank of America, Customer Service Contact Centers
04.2003 - 07.2004

Customer Service Representative

Sprint
11.2001 - 04.2003

Middle School Math Teacher

Charlotte Mecklenburg County Schools
07.1999 - 07.2001

Specialist of Education - Teacher Leadership

Piedmont University

Master of Arts - Curriculum And Instruction

University of Phoenix

Bachelor of Science - Mathematics

South Carolina State University

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Bernardette Smith