Brook Marine
Rockwall,TX
Summary
Customer-focused professional with strong experience in customer support and educational environments. Skilled at building relationships, identifying needs, and delivering effective solutions. Experienced in supporting teachers, managing classroom activities, and promoting positive, inclusive learning environments. Reliable team player known for strong communication, adaptability, and collaboration to achieve results.
Overview
12
12
years of professional experience
Work History
Paraprofessional
Rockwall ISD
Rockwall, TX
12.2025 - Current
- Supported individualized education plans, ensuring compliance with student goals and objectives.
- Collaborated with teachers to implement instructional strategies tailored to diverse learning needs.
- Assisted in classroom management, fostering a positive learning environment for all students.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Collaborated with teachers to develop and implement individualized education plans for students with special needs.
- Facilitated communication between general education and special education staff, promoting effective collaboration on behalf of students'' best interests.
- Provided one-on-one support to students with special needs, fostering supportive learning environment.
- Facilitated communication between students, teachers, and parents to enhance educational outcomes.
- Monitored student progress, providing feedback and support during academic activities.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Contributed to development of Individualized Education Programs (IEPs), tailoring education to student needs.
- Assisted students in developing deeper understanding of course concepts by providing one-on-one support.
Long-Term Substitute Teacher
Rockwall ISD
Rockwall, TX
08.2025 - 12.2025
- Fostered positive classroom environment to support student learning and collaboration.
- Utilized educational technology tools to enhance instructional delivery and student engagement.
- Fostered a positive learning environment with creative lesson planning and hands-on activities, encouraging student engagement.
- Helped teachers manage bus loading and unloading.
- Provided one-on-one support to students with special needs, fostering supportive learning environment.
- Coordinated with teachers to monitor student progress, identifying areas for improvement.
- Utilized technology in classroom to enhance learning experiences.
- Adapted teaching materials for special education students, meeting diverse learning needs.
CUSTOMER SERVICE AGENT/ DISPATCHER
ATOSA-SMART KITCHEN SERVICE
01.2023 - 01.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed service requests using CRM software to ensure timely resolution and customer satisfaction.
- Trained new team members on company policies and efficient service delivery practices.
- Collaborated with cross-functional teams to enhance product knowledge and improve service offerings.
- Developed training materials to support ongoing professional development of customer service staff.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
CSR ESCLATION SPECIALIST
UNITED HEALTHCARE
01.2014 - 01.2022
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining a positive customer experience and satisfaction levels.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery efficiency.
- Analyzed customer feedback data to identify trends and drive improvements in service quality and response times.
- Implemented best practices for conflict resolution, resulting in increased first-call resolution rates.
- Developed standard operating procedures that improved workflow consistency and reduced error rates within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed effective improvement plans in alignment with goals and specifications.
- Developed training materials to enhance staff proficiency and productivity.
- Oversaw project timelines and deliverables, ensuring alignment with organizational goals.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associates Degree -
Collin County Community College
Farmersville, TX05-2023
Skills
- Helping students with special needs
- Effective communication
- Special education support
- Computer skills
- Student supervision
- Relationship building
- Professional telephone demeanor
- Customer relationship management (CRM)
- Process Improvements
- Research & Analysis
- Leadership and Supervisor Skills
- Time Management
Timeline
Paraprofessional
Rockwall ISD
12.2025 - Current
Long-Term Substitute Teacher
Rockwall ISD
08.2025 - 12.2025
CUSTOMER SERVICE AGENT/ DISPATCHER
ATOSA-SMART KITCHEN SERVICE
01.2023 - 01.2024
CSR ESCLATION SPECIALIST
UNITED HEALTHCARE
01.2014 - 01.2022
Associates Degree -
Collin County Community College