Carla Gould
Charlotte,NC
Summary
Experienced Lunch Monitor with good understanding of school lunch policies. Helps prepare food, stock cases and vending machines and assists teachers. Maintains positive group environment through good relationships with students.
Experienced in customer relations and solving problems. I have a very positive attitude and am always willing to help customers.
Overview
13
13
years of professional experience
Work History
Lunch Room Monitor
Bain Elementary School
11.2021 - 06.2022
- Established safe atmosphere for students to eat, socialize and relax prior to afternoon classes.
- Monitored students during lunchtime and provided verbal cues to students to manage behavior.
- Monitored student behavior and implemented corrective actions.
- Cleaned tables, straightened chairs and swept floors between lunch periods.
- Walked around cafeteria looking for spills and assisting students with opening food containers.
- Organized cafeteria environment and serving line to provide efficient diner flow during lunch rush.
- Circulated among tables to assist young students and special needs children with opening milk containers and lunch items.
- Organized students entering cafeteria into various food lines to keep groups flowing smoothly.
- Regulated dismissal of students by section and guided disposal of tray and silverware in return area.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Preschool Teacher
Cornerstone Baptist Church
08.2019 - 03.2020
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Applied play-based strategies to provide diverse approaches to learning.
- Monitored students' academic, social and emotional progress and recorded in individual files.
- Assisted and supervised 9 children through entire school day.
- Addressed behavioral and learning issues with parents and daycare management.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Promoted sensory development by providing access to different textures.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Identified signs of emotional and developmental problems in children and reported to parents.
- Allowed for ample outdoor discovery time in schedule each day.
Childcare/Nanny
Heather Lore
03.2010 - 11.2016
- Supported children in play activities, meals and snacks, hygiene and socialization.
- Assisted with light housekeeping duties as well as running errands.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Built positive and nurturing environments to support child social and emotional growth.
- Prepared tasty, healthy meals for children to encourage good eating habits.
- Played games, worked on puzzles and read books to young children.
- Engaged with children on age-appropriate level.
- Balanced playtime and limited screen time to support development of fine motor, gross motor and cognitive skills.
- Assisted children with homework assignments and special projects across different subjects.
- Monitored schedules to maintain sleeping, eating and school schedules for children.
- Promoted language development skills through reading and storytelling.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Read and discussed stories with children to boost literacy and reading comprehension skills.
- Involved children in caring for household pets and chores.
- Coordinated field trips to local parks, fire stations and zoos.
- Met children at bus stop to walk home and assist with crossing street.
Member Services Coordinator/Store Associate
Charlotte Regional Realtor Association
03.2005 - 03.2010
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Increased revenue by actively listening to customers and proposing optimal Member Services and MLS data offerings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Described product highlights and benefits to help guide purchasing decisions.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 40 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Bachelor of Arts - English
University of North Carolina At Charlotte
Charlotte, NC12.2004
High School Diploma -
Independence High School
Charlotte, NC06.2000
Skills
- Menu Memorization
- Technique Modifications
- Dietary Guidelines
- Customer Relations
- Work Coordination
- Child Behavior Modification
- Educational Settings
- Emotional Development
- Behavior Redirection
- Cooperative and Good Natured
- Problem-Solving Skills
Timeline
Lunch Room Monitor
Bain Elementary School
11.2021 - 06.2022
Preschool Teacher
Cornerstone Baptist Church
08.2019 - 03.2020
Childcare/Nanny
Heather Lore
03.2010 - 11.2016
Member Services Coordinator/Store Associate
Charlotte Regional Realtor Association
03.2005 - 03.2010
Bachelor of Arts - English
University of North Carolina At Charlotte
High School Diploma -
Independence High School
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