MELISSA MILICH
Mechanicsville
Summary
Highly enthusiastic customer service professional with over twenty five years client interface experience in a fast paced call center environment. Personal and professional under pressure. Collaborative team player with service-focused mindset. Skilled in answering questions and resolving concerns quickly. As a Para-Teacher I assisted in the implementation of a stimulating and challenging educational instruction plan that encouraged creative thinking. Strong organizational skills Active listening skills Seasoned in conflict resolution Sharp problem solver CPR AND first aid certified High integrity Solution and detail oriented Resourceful and proactive Personable
Overview
25
25
years of professional experience
Work History
Paraeducator, Special Education
North Cedar Elementary
Mechanicsville
12.2022 - 08.2023
- Offered students personalized educational, behavioral and emotional support.
- Served as classroom aide to teachers and worked one-on-one with special needs students age [5] to [12].
- Worked cooperatively with special education teachers to modify curricula for special education students according to Individual Education Plans (IEPs).
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Used vast number of teaching strategies in coordination of lesson creation and planning to meet diverse group of students' specific needs.
- Promoted compliance with [State] IEP standards in both curriculum development and classroom operations.
- Managed distracting or inappropriate classroom behavior.
- Applied positive reinforcement to redirect negative behaviors.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
- Assisted with classroom observations to identify developmental delays and behavioral issues.
- Prepared instructional materials for specific classroom activities tailored to support student needs.
- Monitored students' progress in skill and personal behavioral development and reported on findings to teachers and parents.
Customer Service Representative
Transamerica Life Insurance Company
Cedar Rapids
03.2018 - 08.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Assistant Teacher
MEDIAPOLIS CHILDCARE & PRESCHOOL
Mediapolis
10.2016 - 10.2018
- Is responsible for the overall supervision and daily class functions of a group of children
- Being knowledgeable about the social, emotional and creative needs of all the children in the four classes
- Being responsible to follow all the rules and regulations of the local, state and national regulatory agencies pertaining to the health, safety and care of children
- Assessing each child's developmental needs on a ongoing basis
- Assists in creating and implementing lesson plans approved state curriculum
- Plans with head teacher parent teacher conferences and student assessments
- Assists in designing the classroom to encourage the children to create and explore
- Providing children with clear consistent rules for their behavior
- Responsible for light maintenance and housecleaning of classroom, children's bathroom area, children's eating area and playground
- Attendance of ongoing training
- Built stable, consistent and positive environment for 3-5 year old children
- Supervised circle time, free play, outside play and learning and developmental activities
- Upheld all CPR and Iowa regulated certifications
- Read stories to the children and taught them painting, drawing and crafts.
Customer Service Representative
AEROTEK INC
Hiawatha
07.2011 - 05.2012
- With this agency I have worked with Mercer Healthcare and TaxACT software company
- High stress call center environment
- On average answering 60 or more calls per day
- While answering on average 150 emails per day
- Sales, product support and managing customer concerns
- Keeping up to date with knowledge regarding the tax and healthcare industry.
Bank Teller/Customer Service
U.S. BANK BRANCH
Burlington
- Leveraged strong financial industry knowledge, stringent auditing methodologies, and exceptional client service and support excellence for this high volume banking institution as a full-time Bank Teller; accurately processed customer transactions, maintained cash limits, cross-sell of branch banking products, and ensured outstanding client service and support was maintained
- Executed over 200 day-to-day transactions worth of USD 400,000 in average, adhering to bank policies and operational procedures to ensure safety and security of customer and bank assets
- Demonstrated a genuine client- centric service culture that ensured customer satisfaction levels were elevated and maintained
- Kept current on banking policies and procedures including storage of various business items; attended weekly meetings and ensured audit details were understood and adhered to
- Oversaw ATM balances, refilled cash as needed, and ensured the system was in good working order
- Assisted in lobby management initiatives; engaged customers in conversation regarding services offered, location of personnel, and other, related customer service activities
- Ensured cash drawer was balanced and all supporting documentation was in line with cash receipts and client transactions
- Quickly and effectively solved customer challenges while helping them find the right solutions for their banking needs
- Made sure the customer felt at ease and appreciated by their banking facility, provided accurate & appropriate information to customer inquiries.
Customer Service Representative
US CELLULAR
Cedar Rapids
01.2011 - 07.2011
- Fast paced call center environment taking on average 60 calls per day
- Addressing customer concerns, technical support, sales, collections, account maintenance and repair.
Customer Service Representative
AT&T, Pacific Bell
Pasadena
02.1999 - 11.2010
- Worked with this company as it changed names started with, then SBC and finally At&t
- Handled on average 70 calls plus emails per day
- Responsible for sales of telephone, internet, VOIP,
- Direct Tv, Cingular wireless and digital cable services
- Responsible for resolving repair and collection issues
- Identify customer needs, empathize and answer their questions
- Overcoming objections and provide solutions that help make it easier for customers to purchase new products and services
- Answer customer requests or inquiries concerning services, products, billing, equipment, claims and reported problem areas
- Working in multiple ques and skill sets over various customer contact channels
- Responsible for improving customer retention through programs, solutions and services provided by the company
- Utilizing mechanized systems to initiate and complete customer requests
- Continually maintain working knowledge of all company products, services and promotions
- Make reccomendations according to customers needs on features, accessories, upgrades and rate plans
- Utilize operational systems to process process purchases and establishing credit following finance guidelines
- Responsible for credit, inbound and outbound collections, activations, e-services, tech support, revenue, fraud, business and technical roaming support inquiries.
Education
High School Diploma -
Hawthorne High School
Hawthorne, CA08.1995
Skills
- First aid and CPR certified
- Classroom management
- Activity oversight
- Skill building support
- Teacher assistance
- Arts and crafts
- Toddler and preschool curricula
- Patient
- Inbound and Outbound Calling
- Customer Support
- Safety regulations
- Problem Resolution
- Call Center Operations
- Helping Students with Special Needs
- Small Group and Individual Assistance
- Computer Skills
- Calm and Patient Demeanor
- Verbal and Written Communication
- Individual Student Assistance
- Teacher Support and Collaboration
- Tutoring and Mentoring
- Supervising Student Activities
- Organizational and Planning Skills
- Classroom Management
- Coordinating with Teachers and Specialists
- School Policy and Rules Enforcement
- Creating a Safe Learning Environment
- Enthusiasm for Students and Teaching
- Classroom Maintenance and Inventory
- Curriculum-Based Lessons
- Reinforcing Learning Concepts
- Student Behavior and Progress Reporting
- IEP Familiarity
- Classroom Monitoring
- [State] IEP Requirements
- Behavior Modification
- Teacher Assistance
- Reporting Requirements
- Behavioral Coaching
Professional References
Whitney Turner Special Education Teacher Mount Vernon Middle School (319) 540-7369
Timeline
Paraeducator, Special Education
North Cedar Elementary
12.2022 - 08.2023
Customer Service Representative
Transamerica Life Insurance Company
03.2018 - 08.2021
Assistant Teacher
MEDIAPOLIS CHILDCARE & PRESCHOOL
10.2016 - 10.2018
Customer Service Representative
AEROTEK INC
07.2011 - 05.2012
Customer Service Representative
US CELLULAR
01.2011 - 07.2011
Customer Service Representative
AT&T, Pacific Bell
02.1999 - 11.2010
High School Diploma -
Hawthorne High School
Bank Teller/Customer Service
U.S. BANK BRANCH