Gail Daniels
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Montessori Learning Centers
08.2015 - 09.2024
- Oversees social, academic and emotional development of the students
- Review their staff and facilities to ensure compliance with local, state and federal standards
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues
- Liaised one-on-one with learners to provide additional support tailored to specific learning needs
Care Coordinator
All Metro
Albany, NY
09.2023 - 04.2024
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Coordinated discharge planning, ensuring a smooth transition from hospital to home or other facilities.
Customer Service Representative
Maximus
Albany, NY
10.2024 - Current
- 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
- Answered constant flow of customer calls with minimal wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
ABA Behavior Therapist
Hopebridge Autism Therapy Center
Atlanta, GA
02.2023 - 08.2023
- Performed behavioral therapy assessments and treatments in patients' homes without direct supervision
- Monitored and documented client progress using data collection techniques
- Provided one-on-one Applied Behavior Analysis (ABA) therapy for neurodivergent clients in clinical setting
- Implemented individualized treatment plans developed by clinical supervisors to serve patients with diverse needs
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Microsoft outlook
- Scheduling
- Administrative support
Timeline
Customer Service Representative
Maximus
10.2024 - Current
Care Coordinator
All Metro
09.2023 - 04.2024
ABA Behavior Therapist
Hopebridge Autism Therapy Center
02.2023 - 08.2023
Customer Service Manager
Montessori Learning Centers
08.2015 - 09.2024