Summary
Overview
Work History
Education
Skills
Timeline
Teacher

Felice M. Cleveland

Springfield Gardens,NY

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

17
17
years of professional experience

Work History

Teacher

Department Of Education
Queens, NY
11.2011 - Current
  • Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
  • Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
  • Creates a productive work environment while keeping students on-task with proactive behavior modification and positive reinforcement strategies.
  • Incorporated multiple types of teaching strategies into classroom.

Client Service/ Assistant Case Manager

Disability Link/Caring Heart
Decatur, GA
11.2009 - 07.2011
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Developed and created programs and monitored effectiveness against individual participant needs.
  • Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
  • Referred families to shelters, legal resources and educational programs.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Customer Service Representative

Net Span Group, Inc
Tucker, GA
10.2006 - 11.2009
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • 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.

Administrative Assistant

Grady Hospital Systems
Atlanta, GA
01.2005 - 09.2006
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.

Education

Master of Science - Education

Long Island University
Brooklyn, NY
05.2019

Bachelor of Science - Health Management

University of Phoenix
07.2013

Associate’s Degree - Healthcare Administration

University of Phoenix
01.2011

Skills

  • COMPUTER SKILLS
  • Windows 10 MS Word, Power Point, Excel, QuickBooks
  • Time Management
  • Verbal and Written Communication
  • Call Center Operations
  • MS Office
  • Customer Experience Management

Timeline

Teacher

Department Of Education
11.2011 - Current

Client Service/ Assistant Case Manager

Disability Link/Caring Heart
11.2009 - 07.2011

Customer Service Representative

Net Span Group, Inc
10.2006 - 11.2009

Administrative Assistant

Grady Hospital Systems
01.2005 - 09.2006

Master of Science - Education

Long Island University

Bachelor of Science - Health Management

University of Phoenix

Associate’s Degree - Healthcare Administration

University of Phoenix

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Felice M. Cleveland