Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nancy Velez

Catasauqua,PA

Summary

Dynamic Customer Service Leader with proven expertise at Wawa in enhancing response times and elevating customer satisfaction. Skilled in team leadership and performance evaluation, I excel in complaint resolution and employee training, fostering a culture of excellence and loyalty. Committed to delivering exceptional service and driving team success through effective communication and strategic initiatives.

Overview

14
14
years of professional experience

Work History

Customer Service Leader

Wawa
Bethlehem, PA
11.2021 - Current
  • Formulated strategies for improving response time targets and quality standards of customer interactions.
  • Maintained positive relationships with customers by responding promptly to inquiries and requests for assistance.
  • Developed customer service strategies to ensure customer satisfaction and loyalty.
  • Provided guidance to team members on resolving customer complaints quickly and efficiently.
  • Conducted regular performance reviews with team members to assess individual progress towards goals.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Teacher's Assistant

Colonial Intermediate Unit 20
Easton, PA
10.2019 - Current
  • Instructed and monitored students in use and care of equipment and materials.
  • Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
  • Distributed textbooks, workbooks, papers, and pencils to students.
  • Helped teachers with material generation, lesson plan development, class preparation, scheduling, exam distribution and student mentoring.
  • Provided clerical support to teachers, including photocopying, filing, and organizing instructional resources.
  • Assisted in planning and implementing lesson plans in accordance with state curriculum standards.
  • Handled clerical duties, managed classrooms, and coordinated documents for teachers.
  • Participated in professional development workshops to improve teaching skills and knowledge.
  • Laminated teaching materials to increase durability under repeated use.
  • Supported classroom teacher in managing a diverse classroom of students.
  • Assisted in organizing and supervising school events and field trips.
  • Worked one-on-one with special needs students to help navigate through school challenges.
  • Supervised children and participated with children in activities.
  • Conducted literature and resource research to support classroom projects.
  • Coordinated with teachers to identify and support students with special needs.
  • Participated in professional development workshops and training sessions.
  • Assisted faculty members or staff with student conferences.

Teaching Assistant

Bethlehem School District
Bethlehem, PA
08.2011 - 10.2019
  • Enforced rules for behavior and established expectations for student conduct in accordance with school guidelines.
  • Graded assignments, tests and papers according to teacher instructions.
  • Facilitated small group instruction sessions on various topics.
  • Adapted teaching methods and instructional materials to meet the varying needs of individual students.
  • Assisted teachers in creating lesson plans and providing instructional materials.
  • Maintained a safe environment for all students while adhering to school policies and procedures.
  • Monitored student progress by keeping detailed records of academic performance.
  • Participated in professional development workshops related to teaching techniques.
  • Developed positive relationships with parents and guardians of students.
  • Supervised students in the classroom, cafeteria, hallways and playgrounds.
  • Managed classroom supplies inventory including textbooks, manipulatives and audiovisual equipment.
  • Provided one-on-one support for special needs students.
  • Provided clerical support to teachers, including photocopying, filing, and organizing instructional resources.
  • Supervised children and participated with children in activities.
  • Laminated teaching materials to increase durability under repeated use.

Education

Associate of Applied Science - Early Childhood Special Education

Lehigh Carbon Community College
Schnecksville, PA
05-2012

Skills

  • Customer service
  • Team leadership
  • Performance evaluation
  • Employee training
  • Customer relationship management
  • Complaint resolution
  • Time management
  • Communication skills
  • Conflict resolution
  • Cash handling
  • Policy enforcement
  • Team management
  • Customer service excellence
  • Language proficiency
  • Telephone etiquette
  • Customer relations
  • Call center experience
  • Administrative support
  • Document and records management
  • Time management abilities
  • Teamwork skills
  • Record keeping
  • Multitasking and prioritization

Timeline

Customer Service Leader

Wawa
11.2021 - Current

Teacher's Assistant

Colonial Intermediate Unit 20
10.2019 - Current

Teaching Assistant

Bethlehem School District
08.2011 - 10.2019

Associate of Applied Science - Early Childhood Special Education

Lehigh Carbon Community College

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Nancy Velez