Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Fortin

Winslow

Summary

Dynamic customer service professional with a proven track record at Spark, enhancing customer satisfaction through effective complaint handling and strong organizational skills. Adept at fostering positive relationships and utilizing de-escalation techniques to resolve issues, ensuring a seamless service experience. Committed to continuous improvement and maintaining a clean driving record.

Overview

16
16
years of professional experience

Work History

Customer Service Delivery Team Member

Spark
11.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
  • Actively participated in ongoing professional development opportunities, staying current on industry best practices related to customer service.
  • Conducted regular performance reviews with team members, providing constructive feedback for continuous improvement in service quality.
  • Successfully managed challenging situations while maintaining a calm demeanor, exemplifying the company''s dedication to excellent service.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Inspected load security and checked for damages.
  • Drove truck in urban and rural areas to expertly make high volume of deliveries.
  • Fostered positive working relationships with regular customers.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
  • Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.

Special Education Paraprofessional

Winslow Elementary School
08.2016 - Current
  • Enhanced student learning by implementing individualized education plans tailored to each student''s needs.
  • Supported students with disabilities in mainstream classrooms, making necessary accommodations for their success.
  • Remained current on evidence-based practices in special education through participation in professional development opportunities.
  • Conducted functional assessments to determine appropriate interventions for challenging behaviors.
  • Contributed to a reduction in classroom disruptions by employing consistent behavior intervention techniques across settings.
  • Assisted in the development of IEP goals and objectives, ensuring alignment with state standards and individual student needs.
  • Established strong rapport with students, cultivating trustful relationships that supported emotional well-being alongside academic growth.
  • Coordinated closely with related service providers such as speech therapists and occupational therapists, integrating their recommendations into daily lessons.
  • Collaborated with multidisciplinary teams to assess student progress and adjust instructional approaches as needed.
  • Maintained accurate documentation of student performance data, utilizing it to inform future instructional decisions.
  • Improved student behavior management by implementing positive reinforcement strategies and clear expectations.
  • Provided one-on-one instruction for students with specific learning needs, resulting in notable academic improvements.
  • Promoted inclusionary practices within the school community, fostering a sense of belonging for all students regardless of ability level.
  • Developed social skills curriculum for small group instruction, promoting peer interaction and relationship building among students.
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Supported student learning objectives through personalized and small group assistance.
  • Prepared instruction materials, constructed bulletin boards, and set up work areas.
  • Maintained safety and security by overseeing students in recess environments.
  • Collated classroom materials to help teachers prepare for daily instruction and activities.
  • Instructed small groups of students in basic concepts such as alphabet, shapes, and color recognition.
  • Implemented behavior modification techniques to improve student social and academic performance.
  • Collaborated with other educators to develop instructional strategies.
  • Developed and implemented behavior management plans to improve student behavior.
  • Improved behavior by modeling positive choices and teaching socially-acceptable options.
  • Provided emotional support to students and families.

Special Education Paraprofessional

Msad 54
08.2010 - 08.2016
  • Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
  • Managed challenging behaviors using de-escalation techniques to maintain a safe and productive learning environment for all students involved.
  • Assisted in the implementation of effective behavior management techniques, resulting in a more focused and positive classroom environment.
  • Collaborated with teacher to create customized classroom environment integral to students' needs.
  • Monitored student classroom and outdoors activities to promote student safety.
  • Maintained positive attitude and affirmatively communicated with each student.
  • Interacted physically and verbally with students throughout each day.
  • Offered student support through special accommodations, extra assistance, and assessments.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Participated in ongoing professional development opportunities to stay current on best practices in special education instruction and support services.
  • Supported students with various disabilities through one-on-one tutoring sessions, improving their understanding of course materials and concepts.
  • Oversaw class of students in absence of instructor.
  • Supported teacher in development of individual learning strategies.
  • Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
  • Enhanced students'' learning experiences by implementing individualized educational plans and adapting teaching methods for special needs students.
  • Partnered with speech therapists, occupational therapists, and other related service providers to ensure comprehensive support for each individual student''s growth and progress.
  • Responded proactively to emerging challenges by adapting instructional strategies as needed, ensuring continuous progress toward established goals for each student''s academic success and personal growth.
  • Collaborated with multidisciplinary teams to develop comprehensive support strategies for each student, contributing to improved academic performance.
  • Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
  • Facilitated social skills development through targeted group activities, promoting positive peer relationships and increased self-confidence among special education students.
  • Encouraged students to participate in school activities and programs to promote well-roundedness and increase confidence.
  • Implemented evidence-based instructional strategies tailored to each student''s unique learning style, promoting greater comprehension across subject areas.
  • Provided necessary accommodations for testing situations, ensuring fair opportunities for all students to demonstrate their knowledge and skills.
  • Alerted instructor to student behavior or issues requiring intervention.
  • Served as a liaison between general education teachers and special education professionals, fostering collaborative relationships that benefitted all students involved.
  • Maintained accurate records of student progress, enabling timely communication with parents and other stakeholders regarding individual achievements and areas needing improvement.

Customer Service Cashier

C & W Aquarium
04.2009 - 10.2011
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Counted money in drawers at beginning and end of each shift.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Monitored inventory at checkout, ensuring high-demand items were always in stock.
  • Participated in regular inventory counts, ensuring accuracy in store stock levels.
  • Collaborated with team members to maintain smooth operations during peak hours.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.

Education

Special Education

Kennebec Valley Community College
Fairfield, ME
05.2008

Skills

  • Organization
  • Customer focus
  • Documentation
  • Complaint handling
  • De-escalation techniques
  • Shipping and logistics
  • Email support
  • Returns and exchanges
  • Safety awareness
  • Clean driving record
  • Stress tolerance
  • Professional appearance
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Safe driving practices
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Strong working relationships
  • Dependability and honesty
  • Organizational skills
  • Team collaboration
  • Adaptability and flexibility

Timeline

Customer Service Delivery Team Member

Spark
11.2023 - Current

Special Education Paraprofessional

Winslow Elementary School
08.2016 - Current

Special Education Paraprofessional

Msad 54
08.2010 - 08.2016

Customer Service Cashier

C & W Aquarium
04.2009 - 10.2011

Special Education

Kennebec Valley Community College

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