Laurie O'Connell
Dingmans Ferry,PA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized Teaching Assistant focused on helping lead teacher with support and student instruction. Passionate about positively impacting students' lives and helping improve academic performance. Personable and kind with people of diverse backgrounds. Dedicated teaching assistant with passion for working with children at multiple grade levels. Highly proficient in leading recreational and educational activities when providing head teachers support in all aspects of classroom management. Accomplished in building long-lasting relationships with students, parents and colleagues.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Walmart
Newton, NJ
09.2002 - 11.2015
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated and authenticated returns, exchanges and voids.
- Monitored phone calls to provide feedback and coaching.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Assistant Teacher
Little Acorns
Dingmans Ferry, PA
03.2014 - 06.2014
- Assisted classroom teacher in developing and implementing lesson plans.
- Provided individualized instruction to students who needed additional assistance.
- Supervised small group activities.
- Helped maintain a safe and orderly learning environment.
Head Teacher
Wise Owl Learning Center
Kinnelon, NJ
03.2001 - 06.2001
- Developed and implemented school policies, procedures, and goals to ensure a safe learning environment.
- Conducted regular meetings with staff to address any issues or concerns related to the educational program.
- Monitored student progress on an ongoing basis and provided feedback to parents regarding academic performance.
- Ensured compliance with all applicable state and federal laws pertaining to education.
- Oversaw the selection and implementation of appropriate instructional materials and resources in classrooms.
- Collaborated with other administrators in developing strategies for improving student achievement levels.
- Maintained open communication channels with parents by responding promptly to inquiries or complaints.
- Implemented disciplinary measures when necessary while ensuring fairness is maintained at all times.
- Provided leadership in creating a culture of respect, trust, collaboration, collaboration among faculty members.
- Organized and led activities to promote physical, mental and social development.
- Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Established indoor and outdoor safe play environments for toddler-age children.
- Implemented hands-on, play-based strategies for experiential learning.
- Enhanced sensory abilities by giving children access to numerous textures and shapes.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
- Supervised students throughout day, both in classroom and outside during breaks.
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
- Prepared and presented lesson plans in academic subjects using traditional and modern teaching techniques.
- Encouraged student critical thinking and discussion using variety of teaching techniques.
- Differentiated instruction according to student skill level.
- Utilized behavior management skills to foster environment conducive to student learning.
- Assisted fellow teachers with assignment development, special projects, tests, administrative updates and grading.
- Established and enforced rules for behavior and procedures to maintain order among students.
- Enforced discipline on campus and during off-campus school trips following code of conduct and student handbook.
- Graded projects, exams and assignments to track student progression.
- Graded student papers and assignments to track student progression.
- Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities.
- Remained calm and patient in student interactions to support individual growth and development.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
- Met with parents and guardians to discuss students' progress and areas requiring improvement.
- Used videos, lectures and moderated discussions to engage students during class.
- Conquered challenges of working with highly diverse student population to attain exceptional student achievement.
- Identified and documented learning achievements by reporting outcomes, performance information and program adjustments used to boost comprehension.
Education
Associate of Arts - Liberal Arts And General Studies
Sussex County Community College
Newton, NJ06.1997
Skills
- Project Management
- Workflow Management
- Training and Mentoring
- Complaint Resolution
- Team Building
- New Hire Training
- Tactful and Diplomatic
- Focused on Customer Satisfaction
- Time Management
- Customer Service
- Conflict Resolution Techniques
- Staff Training
- Work Prioritization
- Personnel Training and Development
- Employee Scheduling
- Issue Resolution
- Positive and Constructive Feedback
- Cash Handling
- Continuous Improvement
- Skilled Multi-Tasker
- Training and Coaching
- Problem-Solving
- Decision-Making
- Classroom Management
- Classroom Supervision
- Classroom Restocking
- Safety Guidelines
- Early Childhood Education
- Group and Individual Instruction
- Student Supervision
- Study Skills Development
- Progress Monitoring
- Material Preparation
- Behavior Modeling
- Special Education Support
- Student Assessments
- Assignment Grading
- Behavior Management
- Student and Parent Relations
- Student Records Management
- Student Tutoring
- Classroom Supply Management
- Attendance Tracking
- Classroom Support
- Small Group Instruction
- Activity Implementation
- One-On-One and Small Group Instruction
- Reading and Writing Support
- Stress Management
- Complex Problem-Solving
- Individual Student Assistance
- Individual and Group Instruction
- Organization and Prioritization
- Maintaining Safe Environments
- Small Group and Individual Assistance
- Behavior Redirection
- Verbal and Written Communication
- Calm and Patient Demeanor
- Student Health and Safety
- Effective Communication
- Cleaning and Sanitizing
- Information Protection
- Teacher Support and Collaboration
- Multicultural Awareness
- Friendly and Outgoing
- Helping Students With Special Needs
- Supervising Student Activities
- Relationship Building
- Positive Attitude
- Setting up Activities
- Preparing Instructional Materials
Additional Information
- Volunteer T-Ball coach Dingman Delaware Little League 2022 - present
- Board Member Dingman Delaware Little League 2023 - present
- Volunteer Pocono Family YMCA/Pocono Piranhas Swim Team, Concession Chairperson 2019 - present
- Member of the Delaware Valley Swim & Dive Booster Club, Concession Chairperson 2018 - present
- Volunteer Birchwood Lakes Barracudas Swim Team 2012 - present
Timeline
Assistant Teacher
Little Acorns
03.2014 - 06.2014
Customer Service Manager
Walmart
09.2002 - 11.2015
Head Teacher
Wise Owl Learning Center
03.2001 - 06.2001
Associate of Arts - Liberal Arts And General Studies
Sussex County Community College
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