MS Office
Hannah Forbes
Customer Support Analyst & Former Educator
Durham,NC
Summary
Creative Technical Support Representative and former educator eager to transition to research and policy. Adapts to unique queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Excellent interpersonal talents with proven history of interpreting and explaining technical education recommendations to customers. Proficient in Salesforce, Google Suite, and Microsoft suite, combined with reliable nature and resourceful approach to problem solving.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Support Analyst
IXL Learning
Morrisville, NC
05.2022 - Current
- Worked within task management system to receive, manage and close support requests.
- Recognized escalation needs and connected customers with advanced support staff.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems, in addition to completing over 30 customer cases daily.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
Third Grade Teacher
Chatham County Schools
Pittsboro , North Carolina
07.2019 - 04.2022
- Planned lessons according to district standards to cover requirements and prepare for standardized tests.
- Collaborated with administrators on classroom policies, management strategies and discipline.
- Delivered high-quality instruction across number of instructional models throughout COVID-19 pandemic.
- Sourced supplies to fill gaps in student activities.
- Drove student learning by establishing clear classroom plans and group objectives, as well as actionable strategies to achieve each goal.
- Organized classroom supplies and decorated walls to create safe, inclusive, and nurturing classroom environment to meet a variety of student needs.
Student Teacher
Orange County Schools- New Hope Elementary
Chapel Hill, NC
08.2019 - 05.2020
- Conferred with qualified teacher to establish instructional targets and prepare lessons to cover source topics.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Administered assessments to determine each student's specific educational and social needs.
Education
Master of Arts - Elementary School Teaching & ESOL
University of North Carolina At Chapel Hill
Chapel Hill, NC 01.2018 - 05.2019
Bachelor of Arts - Public Policy
University of North Carolina At Chapel Hill
Chapel Hill, NC 08.2013 - 05.2017
Skills
Customer service expert
Data Entry
Mac systems
Desktop support
Staff education and training
Application support
Written Communication
Software
Google G Suite
Salesforce
Timeline
Customer Support Analyst
IXL Learning
05.2022 - Current
Student Teacher
Orange County Schools- New Hope Elementary
08.2019 - 05.2020
Third Grade Teacher
Chatham County Schools
07.2019 - 04.2022
Master of Arts - Elementary School Teaching & ESOL
University of North Carolina At Chapel Hill
01.2018 - 05.2019
Bachelor of Arts - Public Policy
University of North Carolina At Chapel Hill
08.2013 - 05.2017