Charity Zehner
Otsego
Summary
In August of 2021 my son was unexpectedly diagnosed with a life altering condition called Aplastic Anemia. I continued to work during the treatments he was receiving, but once he received a match for the bone marrow transplant he needed I resigned in order to be his primary caretaker. you will notice the gap in my resume from May 2025 to current. During that gap I took on a whole new set of skills, according to my 2 year old I was titled Dr.Mommy , I managed meds, changed dressings on his broviac lines, tracked intake and output, and had the displeasure of living in a hospital for far longer than I would have ever wished. Although I am far from a nursing degree, and even further from a doctor, I did in fact gain a unique set of skills while caring for my baby boy. he is now healthy, and had an extremely successful transplant process and I do believe I have some credit in that as I took my role extremely seriously. I am now ready to return to work full time!
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Service Representative
PNC Bank
Remote
02.2021 - 05.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with banking regulations while handling customer transactions efficiently.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Special Education Teacher Assistant
Bert goens special education school
Lawrence, MI
09.2019 - 03.2021
- Cleaned and organized classrooms, materials and supplies to support maximum efficiency.
- Prepared bulletin boards, classroom materials and individual student portfolios to support teacher plans.
- Modeled and taught basic and advanced social skills, conflict management techniques and study approaches to students.
- Supervised students and maintained security throughout school buildings and on field trips.
- Promoted student learning by providing individualized and small group support to reinforce classroom topics.
- Prepared lesson materials and visual aids to reinforce lesson concepts.
- Assisted disabled students with restroom access in a respectful manner.
Kitchen Manager
final gravity
Decatur, MI
06.2019 - 02.2021
- Oversaw meal preparation and monitored food handling to encourage safety.
- Trained employees on cooking techniques, safety standards and performance strategies.
- Interviewed, hired and supervised back of house staff to clean tables, remove dishes, take food to tables and assist servers and bartenders.
- Received, organized and rotated paper goods and food ingredients.
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Maintained a clean and safe environment and lifted 45+ pounds
- Supervised kitchen operations, ensuring compliance with food safety standards and health regulations.
Concession Stand Lead
Reits Flea Market And Cathy's Kitchen
Paw Paw, MI
04.2017 - 10.2020
- Inventoried food and beverage monthly and coordinated stock rotation to avoid spoilage.
- Maintained optimal protections for guests by enforcing strong cleaning and sanitation policies.
- Processed payments on cash register and counted back bills and change to patrons.
- Prepared food items such as deli and hot sandwiches to meet customer orders.
- Demonstrated proficient knowledge of menus, services and promotions offered to assist customers and team members.
- Maintained dining and food service areas in clean, safe and sanitary manner.
Education
No Degree - Child Development
Southwestern Michigan College
Dowagiac, MIParaprofessional Certified - Early Childhood
Van Buren Tech Center
Lawrence, MI05-2020
High School Diploma -
Lawton High School
Lawton, MI05-2020
Skills
- Customer engagement
- Customer onboarding
- Training
- Time management
- Organizational skills
- Team management
- Critical thinking
- Conflict resolution
- Leadership
- Empathy in communication
- Reliable and trustworthy
Certification
- ServSafe
- Certified paraprofessionsl
Education and Training
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Timeline
Customer Service Representative
PNC Bank
02.2021 - 05.2025
Special Education Teacher Assistant
Bert goens special education school
09.2019 - 03.2021
Kitchen Manager
final gravity
06.2019 - 02.2021
Concession Stand Lead
Reits Flea Market And Cathy's Kitchen
04.2017 - 10.2020
No Degree - Child Development
Southwestern Michigan College
Paraprofessional Certified - Early Childhood
Van Buren Tech Center
High School Diploma -
Lawton High School