Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Gertrude Jones

Gertrude Jones

Granite City,IL

Summary

Proven track record at Liveops for enhancing client satisfaction and efficiency through innovative problem-solving and effective complaint handling. Mastered CRM software and excelled in multitasking, significantly improving project delivery rates. Demonstrates strong work ethic and patience, adept at building rapport and driving results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Enthusiastic and creative individual with solid understanding of student development and learning styles. Possesses excellent communication and interpersonal skills and connects with students from diverse backgrounds. Experienced developing engaging lesson plans and assessments to measure student progress.

Overview

22
22
years of professional experience

Work History

Educator / Home Tudor / Bible Study

Granite City
03.2002 - Current
  • Built relationships and communicated with parents to provide best learning environment for children
  • Collaborated with colleagues to develop and revise curriculum, enhancing learning experience
  • Established strong relationships with parents through regular communication, fostering a supportive network for student success
  • Implemented classroom management techniques that fostered a positive and inclusive learning environment for all students
  • Developed and implemented differentiated instruction strategies for diverse learners, ensuring individualized attention and success.

Customer Service, Direct Sales / Liveops

Granite City
03.2008 - 05.2024
  • Ensured compliance with industry best practices and standards, contributing to a strong reputation for quality and reliability among clients
  • Introduced innovative problem-solving methodologies that led to increased efficiency in handling diverse scaling challenges
  • Managed multiple priorities effectively while maintaining attention to detail under tight deadlines, contributing to overall team success rates' increase in delivered projects
  • Developed and maintained comprehensive documentation for software applications, facilitating easier maintenance and updates
  • Facilitated knowledge sharing sessions among team members, promoting culture of continuous learning and improvement
  • Conducted thorough market research to inform development of user-centric software, enhancing user satisfaction.

Call Center Representative / Senior Information Center

O Fallon
05.2004 - 10.2008
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Education

Belleville Area College Nursing CNA -

Belleville, IL
08.1997

GED -

East St Louis Sr High
East Louis, IL
05.1976

Skills

  • CRM software knowledge
  • Strong Work Ethic
  • Patience and Tolerance
  • Appointment Scheduling
  • Building rapport
  • Customer Complaint Resolution
  • Multitasking Abilities
  • Honest and Dependable
  • Payment Processing
  • Up-selling strategies
  • Lesson Planning
  • Sales Reporting

Timeline

Customer Service, Direct Sales / Liveops

03.2008 - 05.2024

Call Center Representative / Senior Information Center

05.2004 - 10.2008

Educator / Home Tudor / Bible Study

03.2002 - Current

Belleville Area College Nursing CNA -

Belleville, IL

GED -

East St Louis Sr High

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Gertrude Jones