Jena Gazaway
Satellite Beach
Summary
Timely and professional individual with extraordinary communication skills and superb listening skills, with ability to build and cultivate relationships. Friendly, knowledgeable, self-directed individual with 19 years of customer service experience, encompassing 12 years of customer service + secretarial/administrative assistant experience, dedicated to meeting and exceeding expectations at every interaction. Seasoned Response to Intervention Specialist successful at implementing strategies that promote a love of learning and increase academic performance. Actively seeking a position where I can utilize my education and experience to add immediate value to a classroom or office environment.
Overview
25
25
years of professional experience
Work History
Reading Interventionist
Cleveland City Schools
09.2022 - 07.2025
- Supported the development of phonemic awareness and decoding skills through targeted activities, promoting fluent reading in struggling learners.
- Interpreted student assessment data to ascertain best intervention methods.
- Conducted one-on-one and small group sessions to provide targeted support, fostering a positive learning environment and boosting confidence in reading abilities.
- Assessed and documented student progress with established goals.
- Increased student literacy rates by utilizing research-based instructional methods and materials.
- Created positive and engaging environment in classroom that encouraged literacy skills.
- Monitored and assessed student progress through data-driven analysis, adjusting instruction as necessary for optimal results.
- Tracked student achievements using standardized assessments and informal observations, providing valuable insights for future instructional planning.
- Assessed and reported on each student's reading progress in accordance with policies developed by school district.
- Promoted love of reading and literacy to all students.
- Affirmatively communicated and promoted positive attitude with each and every student.
- Assisted in onboarding and training for new hires.
- Assisted with admin duties as needed, using standard office equipment, Google programs, and Microsoft Office Suite programs.
Substitute Teacher
StaffEZ
08.2022 - 05.2025
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Supervised lunchroom and recess activities.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Adapted quickly to different classroom settings and teaching assignments, demonstrating flexibility and resourcefulness.
- Fostered positive classroom environment, managing student behavior and promoting respect.
- Provided substitute teaching services across multiple grade levels and subjects, maintaining educational continuity in absence of regular teachers.
- Implemented classroom management techniques to maintain positive learning environment.
Substitute Teacher
Bradley County Schools
08.2022 - 05.2025
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Supervised lunchroom and recess activities.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Implemented classroom management techniques to maintain positive learning environment.
- Adapted quickly to different classroom settings and teaching assignments, demonstrating flexibility and resourcefulness.
- Enforced school and class rules to maintain order in classroom.
Executive Director of Operations
J&S Commercial Services, LLC
02.2020 - 02.2021
- Performed payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Answered telephones and provided information to callers, scribed messages, or transferred calls to appropriate individuals.
- Collected and deposited money into accounts, disbursed funds from cash accounts to pay bills or invoices, kept records of collections and disbursements, and ensured accounts were balanced.
- Created, maintained, and entered information into databases.
- Maintained scheduling and event calendars.
- Scheduled and confirmed appointments for clients.
- Conducted searches to find needed information, using such sources as the Internet.
- Prepared and mailed checks.
- Processed payroll information.
- Proficient with Excel, Quickbooks, Intuit, Word
- Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.
- Trained or instructed employees in job duties or company policies.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Negotiated contracts with vendors, securing favorable terms while adhering to budgetary constraints.
- Increased organizational efficiency by streamlining processes and implementing new systems.
- Negotiated beneficial agreements with service providers, enhancing operational efficiency and reducing expenses.
Senior Customer Care Specialist/ Admin/Customer Service Team Lead
Whirlpool Customer Experience Center
08.2000 - 08.2019
- Appropriately used Word, Excel, Siebel, CRM, Concur, RightNow, Oracle, Genysys, AS400, SAP, Kronos, Live Chat, emails, letters, internet, and inbound/outbound phone calls to address customer inquiries regarding major home appliances.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information for sales or service providers.
- Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolved customers' service complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Trained or instructed employees in job duties or company policies.
- Made recommendations to management concerning issues in procedural changes.
- Navigated multiple computer systems and applications to find information.
- Processed credit card orders for phone and live chat customers.
- Assisted in the development of departmental policies and procedures aimed at elevating overall service quality levels.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Applied Science - Business and Management
Cleveland State Community College
Cleveland, Tennessee05.2012
Certificate - Workforce Preparedness Business
Cleveland State Community College
Cleveland, Tennessee05.2009
Skills
- 90 WPM data entry
- Teaching/Training/ Mentoring
- Proficient with Word, Excel, Microsoft Office, Concur, SAP, RightNow, Oracle, Kronos, Genysys, AS400
- Organizational skills
- Proficient in Live Chat, Email, Letters, Phone Omnichannel systems
- Excellent verbal and written communication
- Complaint resolution
- Proofreading
- Skills assessment
- Classroom supervision
- Progress monitoring
- Phonics instruction, phonemic awareness, group instruction
Timeline
Reading Interventionist
Cleveland City Schools
09.2022 - 07.2025
Substitute Teacher
StaffEZ
08.2022 - 05.2025
Substitute Teacher
Bradley County Schools
08.2022 - 05.2025
Executive Director of Operations
J&S Commercial Services, LLC
02.2020 - 02.2021
Senior Customer Care Specialist/ Admin/Customer Service Team Lead
Whirlpool Customer Experience Center
08.2000 - 08.2019
Certificate - Workforce Preparedness Business
Cleveland State Community College
Associate of Applied Science - Business and Management
Cleveland State Community College
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