Carlen Hagan
Rochester,NY
Summary
Report Generation Sales Expertise Understanding Customer Needs Credit Card Payment Processing Report Creation English Fluency Customer Retention Strategies Efficient and Detail-Onented 50 wpm Typing Speed Sowpm Typing Speed Responding to Difficult Customers Courteous Demeanor Calm and Professional Under Pressure Transaction Processing Building Customer Trust and Loyalty Verbal and Written Communication Customer Service Customer Relations Retail Sales Customer Service Inbound and Outbound Calling Stockroom Procedures Issue and Complaint Resolution Order and Refund Processing Courteous with Strong Service Mindset Clerical Support Shipping and Receiving Understanding Problem Solving Abilities Multitasking and Prioritization Call Documentation
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Conduent Call Center
Rochester, New York
09.2019 - 01.2020
- Escalated problematic customer conce ms, maintaining calm, friendly demeanor
- Upheld quality control policies and procedures to increase customer satisfaction
- Answered customer questions and addressed concems resulting in reduction in customer complaints
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Teacher Assistant
Generations Daycare
Rochester, NY
12.2021 - 02.2022
- Worked with teachers to design lesson plans and coordinate activities for classes, consistently noting successful ideas and identifying areas for improvement.
- Provided one-on-one and group-based learning support to maintain student progress and development.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Performed staff monitoring duties such as overseeing recess, lunch and daily student intake and dismissal.
Customer Service Representative
Aerotek
Rochester, NY
06.2020 - 07.2020
- Educated customers on special pricing opportunities and company offerings., De-escalated problematic customer concems, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Upheld privacy and security requirements for customer information
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Teacher's Assistant
Wilson Commencement Learning Center
Rochester, NY
02.2000 - 11.2005
- Assisted teachers with instruction and provided clencal support for diverse needs
- Prepared lesson materials, bulletin board displays, exhibits, and demonstrations to assist teachers in classroom preparation
- Provided classroom support throughout planned instruction and individual lessons
- Maintained organized and clean classroom and play areas.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Handed out classroom materials, like pencils, paper and crayons.
- Worked with lead teacher to monitor class schedule and take attendance.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
GrandeVille Senior Living
Community
01.1997 - 11.1999
- Dressed groomed and fed patients with limited physical abilities to support bask needs
- Helped clients stay happy and healthy by providing mental and emotional support
- Helped transition patient betwe en bed wheelchair and automobile to provide safe mobility support
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files
Teacher
Paraprofessional, World of Inquiry School
Rochester, NY
09.1998 - 06.1998
- Applied positive reinforcement to redirect negative behaviors
- Supplied one on one attention to each student during group activities
- Customized small group and individual classroom activities based on differentiated learning needs
- Offered students personalized educational, behavioral and emotional support
- Cleaned and organized classrooms, materials and supplies
- Observed students to help teachers identify potential learning blocks and opportunities for support
assistant manager
Rochester, NY
02.1996 - 09.1997
- Built and strengthened positive relationships with students, parents and teaching staff
- Established and enforced rules for behavior and procedures to maintain order among students
- Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities.
Education
Associate of Science - Office Medical Technology Administration Assistant
Monroe Community College Expected
Associate of Applied Science Human - Services
Monroe Community College
Office Supervision Management 1 - Clerical
Urban League of Rochester Ny
Rochester NY 01.1987
Skills
- Understanding Customer Needs
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Upselling Products and Services
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Call Documentation
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Customer Inquiry Response
- Microsoft Windows
- Call Transfers
- Report Preparation
- Information Inputting
Timeline
Teacher Assistant
Generations Daycare
12.2021 - 02.2022
Customer Service Representative
Aerotek
06.2020 - 07.2020
Customer Service Representative
Conduent Call Center
09.2019 - 01.2020
Teacher's Assistant
Wilson Commencement Learning Center
02.2000 - 11.2005
Teacher
Paraprofessional, World of Inquiry School
09.1998 - 06.1998
GrandeVille Senior Living
Community
01.1997 - 11.1999
assistant manager
02.1996 - 09.1997
Associate of Science - Office Medical Technology Administration Assistant
Monroe Community College Expected
Associate of Applied Science Human - Services
Monroe Community College
Office Supervision Management 1 - Clerical
Urban League of Rochester Ny
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