IVANA ANDRE
Brooklyn,New York
Summary
Polite and professional Call Center Agent successful in applying strong communication and problem-resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
Work History
Call Center Agent
BOROUGH MANHATTAN COMMUNITY COLLEGE
2022.03 - Current
- Interacted with staff and existing and prospective students via inbound and outbound telephone calls to provide information, assistance, and direction
- Kept records of customer interactions, details of inquiries, as well as actions taken to resolve the issue
- Used a computer system remotely and in-person to search and navigate effectively and efficiently.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Teacher's Aide
SPRING CREEK GARDENS
2014.06 - 2017.07
- Supported the social and emotional growth of the children -Monitored children to keep them safe inside and outside the center by proactively watching behaviors and tracking student movements, safety hazards, and visitors
- Helped contribute to a positive and nurturing setting by delivering gentle discipline and promoting success
- Modeled and taught social skills, conflict management techniques, and study approaches.
- Enhanced student experience by organizing and leading engaging activities tailored to various age groups.
- Assisted in the successful management of daily operations such as meal planning, activity scheduling, and site maintenance.
Supplemental Instructor
BOROUGH MANHATTAN COMMUNITY COLLEGE
2018.10 - 2022.03
- Scheduled weekly out-of-class group study sessions for students
- Assisted students with assignments in and out of class
- Planned and coordinated ideas and tasks with the head professor weekly
- Improved student retention rates through tailored one-on-one tutoring sessions for struggling individuals.
- Simplified complex concepts for students with diverse learning styles using visual aids, analogies, and interactive activities.
- Cultivated critical thinking skills through open-ended questions and reflective practice during group discussions.
Management Intern
LINDEN PLAZA
2013.06 - 2013.08
- Managed filing system, entered data and completed other clerical tasks.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
Education
BA - Educational Studies
FRANKLIN UNIVERSITY
Columbus, Ohio10.2024
AA - Teacher Education
EASTERN GATEWAY COMMUNITY COLLEGE
Steubenville, Ohio06.2022
Skills
- Call Center Operations
- System Documentation
- Customer Education
- Problem-Solving Skills
- Call Handling
- Product Knowledge
- Positive Attitude
- Verbal and Written Communication
- Remote Desktop Support
Timeline
Call Center Agent
BOROUGH MANHATTAN COMMUNITY COLLEGE
2022.03 - Current
Supplemental Instructor
BOROUGH MANHATTAN COMMUNITY COLLEGE
2018.10 - 2022.03
Teacher's Aide
SPRING CREEK GARDENS
2014.06 - 2017.07
Management Intern
LINDEN PLAZA
2013.06 - 2013.08
BA - Educational Studies
FRANKLIN UNIVERSITY
AA - Teacher Education
EASTERN GATEWAY COMMUNITY COLLEGE
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