Crest Woodberry
Oklahoma City,OK
Summary
Dedicated professional with strong organizational skills and effective communication. Experienced in managing front desk operations and coordinating client assessments, ensuring exceptional service and satisfaction.
Overview
33
33
years of professional experience
Work History
Assistant Teacher
Urban League Of Greater Oklahoma City
Oklahoma City, OK
05.2025 - Current
- Adapted lesson plans to meet diverse student needs and learning styles.
- Managed classroom behavior to maintain a positive learning environment.
- Implemented instructional activities that engaged students in the curriculum.
- Collaborated with teachers to ensure continuity of education during absences.
- Coordinated with parents and guardians to communicate student development and address concerns.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Receptionist
Urban League Of Greater Oklahoma City
Oklahoma City, OK
12.2023 - Current
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Provided administrative support by answering phone calls and directing inquiries to appropriate staff.
- Maintained organized filing systems for client records and internal documents.
- Assisted in coordinating events, facilitating logistics, and managing attendee registrations.
- Developed strong relationships with clients, enhancing their experience and satisfaction levels.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
Health Navigator
Urban League Of Greater Oklahoma City
Oklahoma City, OK
12.2023 - Current
- Coordinated client assessments to identify health needs and barriers to care.
- Developed personalized care plans in collaboration with healthcare providers.
- Facilitated access to resources, services, and community programs for clients.
- Monitored client progress and adjusted resources based on feedback and outcomes.
- Empowered patients to take control of their health by providing self-management tools and guidance on lifestyle modifications.
- Improved patient outcomes by providing comprehensive health education and resources.
- Coached patients on self-advocacy.
Customer Service Representative
Cingular Wireless, AT&T
Oklahoma City, OK
12.1992 - 05.2012
- Assisted customers with inquiries regarding products and services, ensuring resolution of issues promptly.
- Utilized CRM software to document customer interactions and track service requests efficiently.
- Provided support in troubleshooting technical problems, enhancing customer satisfaction levels.
- Adapted swiftly to changing product information and promotions, maintaining up-to-date knowledge for customer guidance.
- Trained new representatives on best practices for customer engagement and system navigation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Call Center Manager
AT&T Wireless
Oklahoma City, OK
12.2003 - 05.2011
- Managed daily operations of call center, ensuring efficient workflow and high-quality customer service.
- Developed training programs for new employees, enhancing knowledge of products and systems.
- Monitored performance metrics to identify areas for improvement and implement corrective actions.
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction ratings.
- Conducted regular team meetings to communicate updates, set goals, and foster a collaborative environment.
- Led initiatives to enhance employee engagement, resulting in improved morale and reduced turnover rates.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Bachelor of Science - Organizational Leadership
Southern Nazarene University
Bethany, OK12-2003
Skills
- Parent-teacher communication
- Behavior management
- Oral communication
- Lesson planning
- Skills development
- Art and music instruction
- School policies and procedures
- Literacy development
- Safety and supervision
- Health education
- Community resources
- Medical recordkeeping
- Community advocate
- Attention to detail
- Effective communication
- Organizational skills
- Call routing
- Team coaching
- Escalation handling
- Employee motivation
- Staff training
- Call monitoring
- Performance improvements
- Call center operations
- Quality controls
- Productivity standards
Timeline
Assistant Teacher
Urban League Of Greater Oklahoma City
05.2025 - Current
Receptionist
Urban League Of Greater Oklahoma City
12.2023 - Current
Health Navigator
Urban League Of Greater Oklahoma City
12.2023 - Current
Call Center Manager
AT&T Wireless
12.2003 - 05.2011
Customer Service Representative
Cingular Wireless, AT&T
12.1992 - 05.2012
Bachelor of Science - Organizational Leadership
Southern Nazarene University