M. B.
Boston,MA
Summary
Adaptable, quick learning and multi-talented professional with a motivational approach and upbeat nature. Highly skilled at verbal and written communication, educating clients and resolving complex issues. Ability to handle multiple projects simultaneously, with a high degree of accuracy, and a focus on maximizing client engagement and satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Designer and Shop Manager
Ecommerce Boutique
11.2016 - Current
- Use color, space and composition to produce desired artistic effects on handcrafted jewelry and accessories.
- Have increased YOY orders by 58%, since 8/1/22 and views by 20%, since 7/1/23.
- Analyze sales to identify opportunities for growth.
- Develop and implement marketing strategies to generate new customers and increase sales.
- Upload digital media to social media accounts and online storefront, for advertising purposes.
- Correspond with online customers to address questions about products and policies.
- Established and maintain e-commerce website to promote and sell products.
Senior Customer Service Representative
Blue Cross Blue Shield Of Massachusetts
03.2021 - 04.2023
- Responded to customer calls, emails and live-chats to educate on insurance policies, dental, pharmacy and medical claims.
- In Q1 of 2023 earned 100% customer satisfaction via surveys.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
Virtual Assistant
Freelancer
10.2017 - 12.2022
- Edited and reviewed plays, essays and web content for grammar, spelling, punctuation, accuracy and clarity.
- Prepared PowerPoint presentations and ran slide shows via Zoom, Teams and Google Meet.
- Designed and maintained websites for professionals in fields such as the theatre and vintage reselling.
- Identified and recommended changes to processes to improve accuracy, efficiency, and quality service.
- Monitored social media questions and comments and appropriately responded.
- Completed business correspondence, transcription, and data entry.
- Created engaging content for Pinterest, Facebook and Instagram.
Educator
Public Schools, Private Homes & Autism Centers
08.2007 - 07.2022
- Worked as ESL Specialist Teacher, Behavior Therapist, Special Educator, Nanny, Household Manager, Tutor & Life Skills Coach
- Monitored student progress and adjusted instruction to meet individual needs.
- Utilized innovative teaching strategies.
- Conducted skills assessments to uncover performance gaps and identify growth opportunities.
- Developed and taught ESL curriculum to improve students' conversational abilities for receptive, and expressive, language communication needs.
- Promoted 1st and 2nd language development skills through reading, imaginative play and storytelling.
- Modeled positive behavior skills as well as good problem-solving and relationship-building abilities to improve clients' social integration.
- Supported people, infant through adult, with developmental disabilities and autism in building multi-faceted skillset to promote independence and self-confidence.
- Intervened in crisis situations to provide counseling and support and coached clients through difficult life circumstances.
Education
Master Of Arts - TESOL Education - Applied Linguistics
University of Massachusetts
Boston, MABachelor Of Science - Special And Elementary Education
University of New Mexico
Albuquerque, NM, USASkills
- Flexible and Adaptable
- Self-Motivated
- Critical Thinker
- Constructive Feedback
- Project Management
- Dependable and Cooperative
- Conflict Resolution and Mediation
- Complex Problem-Solving
- Positive Reinforcement Methods
- Teamwork and Collaboration
Certification
- Licensed Educator (Massachusetts)
- Certified Reiki Master Practitioner
Personal Interests
Metalsmithing, thrifting and upcycling, social equity, creative writing, graphic design, cooking, herbal medicine and photography.
Timeline
Senior Customer Service Representative
Blue Cross Blue Shield Of Massachusetts
03.2021 - 04.2023
Virtual Assistant
Freelancer
10.2017 - 12.2022
Designer and Shop Manager
Ecommerce Boutique
11.2016 - Current
Educator
Public Schools, Private Homes & Autism Centers
08.2007 - 07.2022
Master Of Arts - TESOL Education - Applied Linguistics
University of Massachusetts
Bachelor Of Science - Special And Elementary Education
University of New Mexico
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