LaCole Hamilton
Hamtramck,MI
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Also having Paraprofessional skills to help students of different skill levels excel. Thrilled to assist teachers with needs to facilitate best possible educational environment. Ready to help students grow and learn through any type of support.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Paraprofessional
JOY PREPARATORY ACADEMY
Detroit, MI
08.2019 - Current
- Provide extra assistance to students with special needs, such as non-English-speaking students or those with physical and mental disabilities
- Tutor and assist children individually or in small groups to help them master assignments and to reinforce learning concepts presented by teachers
- Enforce administration policies and rules governing students
- Discuss assigned duties with classroom teachers to coordinate instructional efforts
- Observe students' performance, and record relevant data to assess progress
- Attend staff meetings and serve on committees, as required
- Provide disabled students with assistive devices, supportive technology, and assistance accessing facilities such as restrooms
- Carry out therapeutic regimens such as behavior modification and personal development programs, under the supervision of special education instructors, psychologists, or speech-language pathologists
- Maintain computers in classrooms and laboratories and assist students with hardware and software use
- Grade homework and tests, and compute and record results, using answer sheets or electronic marking devices
- Participate in teacher-parent conferences regarding students' progress or problems.
- Attended professional development workshops related to job responsibilities.
- Developed creative learning activities that engage all types of learners.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Utilized effective communication strategies when interacting with diverse populations.
After-School Tutor
Focus Hope Center For Children
Detroit, MI
10.2019 - 10.2022
- Reviewed class materials and discussed reading assignments, boosting comprehension.
- Helped students review and understand previous lessons to make connection with new lesson.
- Created and implemented individual lesson plans based on student learning styles.
- Recommended supplementary books, software, and other learning materials.
- Aided students in computer laboratories and other out-of-classroom academic environments.
- Presented tutoring workshops and academic support sessions for small groups.
- Traveled to student's home or to another place of student's choice to conduct tutoring sessions.
- Communicated student progress to parents and teachers through written progress reports and direct conversations.
- Maintained records of students assessment results, progress, feedback and school performance.
- Utilized listening and questioning strategies to diagnose student needs and monitor progress.
- Attended training sessions, enhancing tutoring practices and techniques.
- Worked closely with students to help develop math and essay writing skills.
- Supervised after-school activities including arts and crafts, sports, music.
Redemption Specialist
CREDIT ACCEPTANCE
Southfield, MI
05.2016 - 08.2019
- Assisted customers with getting their vehicle back due to repossession
- Partnered with Repossession Contractors and Auction Agencies in negotiating a down payment amount to return vehicle back to customer
- Set-up post redemption arrangements to bring customer's accounts to current
- Daily use of Microsoft Outlook, Word and Excel Adhered to Company Policies and Dress code
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management
- Train or instruct employees in job duties or company policies or arrange for training to be provided
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Forecasted credit needs and client payment abilities to support accurate and effective decision-making.
- Ensured compliance with applicable laws and regulations when processing reward redemptions.
Technical Support Team Leader
ONSTAR/ MINACS
Warren, MI
04.2014 - 05.2016
- Provided technical guidance and assistance to staff on assigned projects.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Analyzed customer feedback data to identify areas of improvement in service delivery.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Managed daily operations of the department including scheduling, planning, budgeting.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Monitored call queues and responded to customer inquiries promptly.
- Responded quickly to any changes in technology that could affect day-to-day operations within the department.
Technical Support Advisor
ONSTAR/ MINACS
Detroit, MI
04.2012 - 04.2014
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Trained users on how to use various software applications or operating systems.
- Stayed abreast of latest software developments to enhance job knowledge.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Installed software applications on customer systems as requested.
- Maintained up-to-date case documentation for future reference.
- Maintained detailed documentation of all work performed in the ticketing system.
- Tested and verified fixes prior to releasing them into production environments.
- Worked closely with vendors to resolve complex technical issues.
Sales Representative
ALL YOU CAN TALK- METRO PCS
Detroit, MI
03.2009 - 11.2011
- Organized store by returning merchandise to proper areas and restocked displays.
- Improved overall customer purchasing experiences to promote steady revenue.
- Demonstrated product features to align with customer needs.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Greeted customers to determine wants or needs.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Bagged or packaged purchases and wrapped gifts.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Adhered to established policies and procedures when handling customer accounts.
- Managed inventory levels by ordering sufficient stock for each account.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Monitored customer order process and addressed customer issues.
Bank Teller
TCF BANK
Detroit, MI
10.2010 - 07.2011
- Directed specific questions to appropriate branch personnel.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Assisted customers with basic technical issues related to digital banking platforms.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Verified amounts and integrity of every check or funds transfer.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Adhered to financial services security and audit procedures.
- Performed special services for customers, ordering bank cards and checks.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Liaised between bank branches regarding best practices and operations.
Assistance Infant Teacher
LASTING IMPRESSIONS DAYCARE CENTER
Detroit, MI
09.2005 - 06.2009
- Maintain a safe play environment
- Dress children and change diapers
- Observe and monitor children's play activities
- Communicate with children's parents or guardians about daily activities, behaviors, and related issues
- Sanitize toys and play equipment
- Keep records on individual children, including daily observations and information about activities, meals served, and medications administered
- Identify signs of emotional or developmental problems in children and bring them to parents' or guardians' attention
- Assist in preparing food and serving meals and refreshments to children
- Instruct children in health and personal habits, such as eating, resting, and toilet habits
- Create developmentally appropriate lesson plans
- Regulate children's rest periods
- Perform housekeeping duties, such as laundry, cleaning, dish washing, and changing of linens.
Education
High School Diploma -
DETROIT ACADEMYOF ARTS AND SCIENCES
Detroit, MI06.2005
Associate of Arts - Liberal Arts And General Studies
School Craft College
Livonia, MISkills
- Differentiated Instruction
- Test Proctoring
- Crisis Intervention
- Schedule Management
- Classroom Support
- Clerical Support
- Special Education Support
- Educational Assistance
- Inbound and Outbound Calling
- Data Collection
- Account Updating
- Complaint Resolution
- Paperwork Processing
- Data Entry
- Call Management
- Report Creation
- Multi-Task Management
- Call Center Operations
- Promotional Support
- Microsoft Office Suite
- Teller Support
- Customer Service
- Consumer Banking
- Regulatory Compliance
- Cross-Selling and Upselling
References
References available upon request
Certification
- CPR License - recommended renewal 09/2024
References
References available upon request.
Timeline
After-School Tutor
Focus Hope Center For Children
10.2019 - 10.2022
Paraprofessional
JOY PREPARATORY ACADEMY
08.2019 - Current
Redemption Specialist
CREDIT ACCEPTANCE
05.2016 - 08.2019
Technical Support Team Leader
ONSTAR/ MINACS
04.2014 - 05.2016
Technical Support Advisor
ONSTAR/ MINACS
04.2012 - 04.2014
Bank Teller
TCF BANK
10.2010 - 07.2011
Sales Representative
ALL YOU CAN TALK- METRO PCS
03.2009 - 11.2011
Assistance Infant Teacher
LASTING IMPRESSIONS DAYCARE CENTER
09.2005 - 06.2009
High School Diploma -
DETROIT ACADEMYOF ARTS AND SCIENCES
Associate of Arts - Liberal Arts And General Studies
School Craft College
- CPR License - recommended renewal 09/2024
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