Lee Holmes
Cincinnati,Ohio
Summary
Dynamic educator and customer service leader with a proven track record at Body Temple Institute and Home Depot. Excelled in curriculum implementation and enhancing customer satisfaction through effective communication and problem-solving strategies. Skilled in classroom management and team leadership, achieving significant improvements in student engagement and team performance metrics.
Overview
16
16
years of professional experience
Work History
Teacher
Body Temple Institute
Cincinnati , Ohio
08.2015 - Current
- Developed and implemented lesson plans based on curriculum objectives.
- Assessed student performance through tests, quizzes, and other assessments.
- Provided individualized instruction to meet the needs of all students.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Encouraged critical thinking skills and problem-solving strategies among students.
- Maintained a safe and orderly learning environment for all students.
- Monitored student behavior in classrooms, hallways, cafeteria, playgrounds.
- Incorporated instructional best practices such as differentiated instruction into lesson plans.
- Integrated educational software programs into daily lesson plans to enhance student learning outcomes.
- Organized parent conferences throughout the year to discuss student progress.
Customer Service Representative Team Lead
Home Depot
Cincinnati, Ohio
06.2010 - 08.2015
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Assisted with the hiring process of new Customer Service Representatives.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Encouraged open communication between team members about best practices for handling difficult customers.
Telemarketer
RDI Marketing
Cincinnati, Ohio
09.2008 - 06.2010
- Conducted database research to locate potential clients
- Established rapport with clients to enhance sales prospects.
- Maintained a professional tone while addressing customer inquiries.
- Implemented calling strategies utilising pre-designed scripts for client engagement.
- Continually updated understanding of provided services
- Created reports detailing telemarketing activities and results.
- Worked closely with marketing teams to develop effective strategies for increasing customer base.
- Conducted surveys with current customers regarding their satisfaction levels with products or services.
- Recorded accurate notes about each conversation into company database for future reference.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
Education
High School Diploma -
Sycamore High School
Cincinnati, OH06-2009
Skills
- Curriculum Implementation
- Classroom Instruction
- Student Engagement
- Group Instruction
- Small Group Instruction
- Excellent classroom management
- Family involvement
- Serving Diverse Communities
- Clear public speaking skills
- Creative lesson plan development
- Contract Preparation
- Business Development
- Product Sales
- Promotional support
- Complaint resolution
- Scheduling
- Paperwork Processing
- Report Generation
- Inbound and Outbound Calling
- Data Entry
- Data Collection
- Product Knowledge
- Follow-up skills
- Call Center Operations
- Professional telephone demeanor
References
References available upon request.
Timeline
Teacher
Body Temple Institute
08.2015 - Current
Customer Service Representative Team Lead
Home Depot
06.2010 - 08.2015
Telemarketer
RDI Marketing
09.2008 - 06.2010
High School Diploma -
Sycamore High School
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