LAURA DRAKE
Enola
Summary
Paraprofessional with strong experience in educational support, adept at fostering academic achievement and promoting inclusive learning environments. Skilled in classroom management, individualized instruction, and behavioral support. Focuses on teamwork and adapts to changing needs, ensuring seamless collaboration with educators and staff. Known for reliability, empathy, and effective communication skills.
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
20
20
years of professional experience
Work History
Paraprofessional
Substitute Teacher Service
10.2023 - Current
- Collaborated with educators to assess student progress and modify instructional strategies.
- Managed classroom behavior by employing positive reinforcement techniques and conflict resolution strategies.
- Provided support during assessments, maintaining a calm environment to reduce student anxiety.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Assisted in the collection and analysis of data on student performance, contributing to ongoing progress monitoring efforts.
- Supported school initiatives by participating in professional development opportunities and collaborating with colleagues on best practices for student growth and achievement.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Monitored students on field trips, handling roll call, and group movement to keep youths safe in public settings.
- Administered tests and assessments to evaluate student progress and performance.
- Supported teachers in grading assignments, ensuring timely feedback for students.
- Enhanced student understanding by providing individualized support and accommodations for diverse learning needs.
- Aided students in developing self-advocacy skills, empowering them to take ownership of their learning experiences.
- Encouraged students to participate in school activities and programs to promote well-roundedness and increase confidence.
Full Service Shopper
Instacart
09.2021 - Current
- Maximize customer satisfaction with fast, accurate shopping.
- Handle order challenges by locating alternative products and communicating with customers.
- Avoid errors by checking app constantly for changes and additions.
- Developed positive relationships with store personal as consistently friendly and respectful shopper.
- Prevent product damage with good packing and stacking abilities.
- Protect customers from cross-contamination by wiping down packages and bags.
- Deliver superior customer service, answered questions and resolved customer complaints.
Student Loan Counselor
PHEAA
03.2009 - 03.2016
- Counseled students and authorized families on available financial aid.
- Determined student eligibility by reviewing forms and verifying compliance with requirements.
- Documented student interactions in full and produced reports covering approvals, denials and other metrics.
- Stayed current on changing laws and program requirements to best serve students.
- Supported applicants throughout the process, including obtaining information for applications and assisting with forms.
- Resolved questions and assisted with paperwork by personally helping individuals.
- Resolved customer complaints quickly, employing knowledge of loan products, bank policies and customer service strategies.
- Assessed applications for completeness, obtained missing information and processed applications.
- Delivered fast and friendly service to handle questions and service complaints.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Met personal, team and company goals in customer service environment.
- Handled customer inquiries, payments and service requests.
- Managed customer calls efficiently in fast-paced call center environment.
- Analyzed call volume and average call time to monitor performance and productivity.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Photo Lab Technician/Assistant Manager
Ritz Camera
06.2005 - 02.2009
- Covered daily business requirements with well-organized schedules and properly delegated assignments.
- Created customer-specific prints following laboratory protocols and consistently maintained optimal performance levels.
- Produced color or black-and-white photographs using optimal reproduction techniques and procedures.
- Handled new printings, reprintings and enlargements for both general public and business customers.
- Worked with physical negatives and slides, including digitizing and correcting images.
- Secured important videotape and film content by transferring to digital storage.
- Printed digital images accurately, including number required and desired product texture.
- Verified quality of computer-processed digital images and made skilled adjustments.
- Measured and mixed chemicals, filled tanks and processed final images.
- Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.
- Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace.
- Oversaw store operations and maintained standards during director's absence.
- Maintained customer satisfaction with professional management of complex escalated customer concerns.
- Trained employees by providing performance feedback and coaching in service techniques.
- Built and maintained relationships to promote rapport with customers.
Education
High School Diploma -
Harrisburg High School
Harrisburg, Pennsylvania06.2005
Skills
- Friendly, Positive Attitude
- Problem-Solving
- Organizational Skills
- Data Entry
- Teamwork and Collaboration
- Multitasking
- Social integration
- Customer Relations
- Effective communication
- Stop the Bleed certified
- Small group and individual assistance
- Special education support
- Teacher support
- Data collection
- Social-emotional support
Timeline
Paraprofessional
Substitute Teacher Service
10.2023 - Current
Full Service Shopper
Instacart
09.2021 - Current
Student Loan Counselor
PHEAA
03.2009 - 03.2016
Photo Lab Technician/Assistant Manager
Ritz Camera
06.2005 - 02.2009
High School Diploma -
Harrisburg High School
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