Dawn Welker
Chesapeake,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
24
24
years of professional experience
Work History
Substitute Teacher
Chesapeake Public Schools
09.2020 - Current
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Fostered a positive classroom environment that promoted respect, collaboration, and open communication among students.
- Completed documentation of attendance, grades, and other required details.
- Provide a positive and safe environment that is conducive to learning
- Monitor student progress
- Utilize conflict resolution strategies when necessary
- Provide teacher with a review for each class
- Assist with front office duties when needed
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
Personal Care Aide for Aging Parents
Self
06.2007 - 06.2023
- Advocate for parents asking medical staff clarifying questions and ensuring that their requests were respected by medical staff
- Schedule appointments with primary and specialized care doctors and provide transport to appointments
- Order new medical equipment and supplies and file receipts and manuals for supplies
- Check oxygen tanks for defects prior to transporting parents to appointments and outings
- Create prescription and medical condition information sheets for parents to have on hand for EMS
- Liaison between EMS, parents, and ED staff as needed.
- Collaborated with healthcare professionals to provide comprehensive care, addressing both physical and emotional needs.
- Monitored progress and documented parent health status changes to keep care team updated.
- Expertly managed emergency situations that arose during care provision, remaining calm under pressure while executing necessary protocols.
Scorer
NCS Pearson, Inc.
06.2010 - 07.2021
- Evaluate student work for alignment with city and state scoring guidelines
- Check portfolios for all required documents, student work and labels
- Utilize scoring guidelines and scoring manuals to ensure each portfolio is evaluated correctly
- Notify supervisors of any irregularities present and score accordingly
- Meet daily numerical requirements for scoring portfolios
- Maintain a daily log of each portfolio that was scored.
- Identified potential discrepancies or anomalies in assessment materials, alerting supervisors for prompt resolution.
- Collaborated with fellow scorers to ensure alignment in grading standards and practices.
- Upheld the integrity of assessment results by adhering to established ethical guidelines and best practices in educational testing.
- Ensured compliance with confidentiality policies when handling sensitive student information during the scoring process.
Call Center Supervisor
NCS Pearson, Inc.
05.2018 - 07.2018
- Assist remote scorers over the phone while accessing their scoring trends and progress on the computer to better assist them
- Carefully listen to scorers and use scoring manual to suggest best material to assist with their issues
- Alternate between supervising and scoring
- Provide timely feedback to remote scorers via phone, email, or text
- Offer assistance and resolve scorer inquiries in a fair, friendly and efficient manner
- Follow company template and call flow to troubleshoot scoring concerns with testing
- Build scorer loyalty by providing resources to improve scores.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
English Teacher
Grafton Middle School
09.2000 - 06.2007
- Foster a positive learning environment for students
- Developed strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
- Collaborated with colleagues to develop interdisciplinary curriculum, resulting in enriched learning experiences for students.
- Establish and update records on student performance
- Consistently manage the classroom while creating an effective learning environment
- Met and exceeded performance reviews with positive management feedback of job duties
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Developed innovative lesson plans to engage students in English language learning.
Education
Certification in English Education -
Old Dominion University
Norfolk, VA01.1997
Bachelor of Science in Education -
Old Dominion University
Norfolk, VA01.1994
Skills
- Proven customer service utilizing a phone system within a call center environment
- Effective listening and communication skills to resolve customer concerns and answer questions
- Create a caring rapport with customers earning trust and serving as a liaison
- Flexible with quick adaptation in a rapidly changing environment
- Multitasking ability to take calls while utilizing multiple tabs and computer screens
- Capacity to learn new computer software
- Ability to prioritize and execute job tasks in a timely manner
- Experience with diverse people groups in communication with the public
Personal Information
Title: Customer Service Representative
Timeline
Substitute Teacher
Chesapeake Public Schools
09.2020 - Current
Call Center Supervisor
NCS Pearson, Inc.
05.2018 - 07.2018
Scorer
NCS Pearson, Inc.
06.2010 - 07.2021
Personal Care Aide for Aging Parents
Self
06.2007 - 06.2023
English Teacher
Grafton Middle School
09.2000 - 06.2007
Certification in English Education -
Old Dominion University
Bachelor of Science in Education -
Old Dominion University