Cynthia Coble
Resident Teacher
GARLAND,NC
Summary
Visionary—for self & others, using strengths & weaknesses to build a better self daily. Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets. Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies. Proactive member of a team with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Overview
17
17
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Consultant, Trainer
Sykes/Sitel, Inc
Fayetteville, NC
04.2020 - Current
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering assistance and support
- Guide callers through troubleshooting, navigating the company site, or using the products or services
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Deliver new hire training and other departmental training programs
- Contribute to the overall success of the Training Dept
- Assist in the daily administration of a Web-Based Training
- Evaluate the performance of agents using tools available such as assessments, playbook observations
Clinical Correctional Chaplain
Anson Correctional
POLKTON, North Carolina
03.2019 - 02.2020
- Performs routine administrative duties in managing the chaplain's office. Plans, organizes, and develops the clinical chaplaincy program for the institution
- Provides pastoral care and counseling for individuals within the institution regarding their personal and spiritual problems
- Cultivates and maintains a relationship with the treatment staff and other employees to provide pastoral resources to all personnel within the institution
- Participates in conferences and consults with other staff members concerning the treatment and rehabilitation of individuals within the institution
- Led programs such as worship, study, fellowship and service opportunities.
Clinical Correctional Chaplain
Neuse & Southern Correctional Institutions
Goldsboro, NC
04.2017 - 05.2019
- Completed necessary reports and documentation on time and to specifications.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and other communications.
- Developed and maintained courteous and effective working relationships.
Chaplain Resident
New Hanover Regional Medical Center
Wilmington, NC
09.2016 - 04.2017
- Led programs such as worship, study, fellowship and service opportunities.
- Officiated special services such as weddings, funerals, baptisms and nursing home services.
- Initiated crisis assessment and intervention skills in emergency situations.
- Created and used spiritual assessments for crisis management, intervention, bereavement and chemical dependency.
- Counseled employees requesting emotional or spiritual support.
- Participated in didactic sessions and education seminars.
- Comforted family members, offered attentive listening and high level of emotional support.
- Provided spiritual guidance, emotional support and direct care to residents, family members and staff.
Correctional Officer
Scotland Correctional
01.2015 - 01.2016
- Ensure the care, custody, and control of inmates
- Tour assigned areas which will require periodically climbing stairs; observing inmate activity in person and on closed-circuit monitors; identifying inmates who have behavioral, medical, or other problems so that appropriate safety and security measures may be taken; and performing general security duties to prevent escape, disorder, rule infractions and harm to inmates, visitors, and staff
- General security duties performed
- Search inmates, visitors, cells, and other areas for weapons and contraband;
- Monitor and regulate inmate and staff movement;
- Maintain and record inmate counts, cell assignments, and additional pertinent information;
- Escort inmates within and outside the institution;
Customer Service Associate, Service Desk Associate, Cashier
Kmart Corporation
01.2014 - 01.2016
- Assist customers with refunds, sales, Western Union & Money Order
- Ensure members have positive experience in our store
- Maintain Team morale
- Supervise cashiers to schedule breaks, troubleshoot register/pricing issues
- Properly train new associates
- Previous Kmart experience—Human Resources, Front End, Cash Office (sub), Maintain & review processing of applications with candidates
- Screen applicants, schedule interviews, make job offers
- Help create and maintain a safe atmosphere for associates, management, and members
- Train new associates, Assist in problem-solving with all associates
- Assist and support management when/where needed
- Maintain employee files—including confidential information
Chaplain Resident
NHRMC
Wilmington, NC
08.2012 - 08.2013
- Supervisors: Cynthia Vaughan/Elizabeth Stroop (910) 343-7014
- Spiritual Program Development, Worship Plan & Leadership, Staff Crisis intervention
- Visit patients/families and perform spiritual assessments
- Provide spiritual support and counseling to patients and caregivers
- Document all pertinent chaplain activities and audit patient charts
- Developed strong relationships with hospital staff and administration, Interim) Pastor Steve Garvey Current Pastor: Dr
- Nancy Ellison (704) 599-9810
- Sunday Schoolyouth issue-oriented discussion
- Service projects social outings, overnight lock-ins
- Discover needs of church/students/budget for youth pastor/program
- Led programs such as worship, study, fellowship and service opportunities.
- Created and used spiritual assessments for crisis management, intervention, bereavement and chemical dependency.
Resident Director, Supervisor
Hood Theological Seminary, Dr. Dora
01.2009 - 01.2012
- Assign resident rooms
- Orientation for residents
- Plan and Carry out programs for residents
- Programs for community building: Ice Breakers beginning of semesters, Prayer partners, Stress relievers during exams, Programs for Spiritual Growth.
Photographer
Lifetouch School Photography
01.2008 - 08.2012
- Set up equipment
- Customer Service
- Maintain Team morale
- Engage students/parents while photographing
- Ensure clients have a positive experience in the studio
- Sell photographs after parents receive proofs
- Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
Education
Master of Science - Human Services
Arizona Global Campus
Online 05.2021 - Current
Ph.D. - Human Services
Capella University
Minneapolis, MN 05.2015 - 01.2018
Master of Divinity - Pastoral Care
Hood Theological Seminary
Salisbury, NC 08.2008 - 05.2012
Bachelor of Science - Religion
University of Mount Olive
Mount Olive, NC 10.2003 - 12.2006
Skills
Course planning
Student rapport
Proficient in Microsoft Office, Google Documents, and virtual teaching programs such as WebEx, Skype, Zoom
Report preparationcreating charts, newsletters, communicating with others
Complaint resolutiontrying to find a solution for issues that do not sacrifice any party involved
Materials Preparationcreating exciting spaces for learning and engaging all learning types
Affiliations
Alpha Phi Omegaa service fraternity
Relay For Life
Timeline
Master of Science - Human Services
Arizona Global Campus
05.2021 - Current
Customer Service Consultant, Trainer
Sykes/Sitel, Inc
04.2020 - Current
Clinical Correctional Chaplain
Anson Correctional
03.2019 - 02.2020
Clinical Correctional Chaplain
Neuse & Southern Correctional Institutions
04.2017 - 05.2019
Chaplain Resident
New Hanover Regional Medical Center
09.2016 - 04.2017
Ph.D. - Human Services
Capella University
05.2015 - 01.2018
Correctional Officer
Scotland Correctional
01.2015 - 01.2016
Customer Service Associate, Service Desk Associate, Cashier
Kmart Corporation
01.2014 - 01.2016
Chaplain Resident
NHRMC
08.2012 - 08.2013
Resident Director, Supervisor
Hood Theological Seminary, Dr. Dora
01.2009 - 01.2012
Master of Divinity - Pastoral Care
Hood Theological Seminary
08.2008 - 05.2012
Photographer
Lifetouch School Photography
01.2008 - 08.2012
Bachelor of Science - Religion
University of Mount Olive
10.2003 - 12.2006