Nichelle Joyner
Hamden,CT
Summary
Customer Service Representative bringing detail-oriented skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by understanding customer needs and providing knowledge of navigating the public transportation systems.
Dedicated, School Social Worker offering 21 years of experience in public education environments. Familiar with issues such as learning difficulties, socialization problems and emotional needs. Background working in urban areas of poverty with high population of at-risk students grades PreK to 8th.
Overview
22
22
years of professional experience
Work History
Part-time Call Center Customer Service Agent
CT Transit Bus Company
05.2002 - Current
- Enhance customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilize excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Reduce average call handling time through active listening, empathy, and effective problem-solving skills.
- Achieve high first-call resolution rates by providing accurate information and solutions to customers' concerns.
- Develop strong rapport with customers by attentively addressing their needs and fostering a positive service experience.
- Maintain thorough knowledge of company products, services, and policies to provide consistent support across all calls.
- Manage challenging situations calmly while maintaining professionalism throughout interactions with difficult callers.
- Navigate multiple software systems simultaneously while maintaining focus on the caller's needs and issue resolution.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- Maintain up-to-date knowledge of product and service changes.
- Train staff on operating procedures and company services.
School Social Worker
City Of Bridgeport Board Of Education
08.2003 - Current
- Enhance student well-being by providing individual and group counseling sessions addressing various social, emotional, and behavioral issues with prioritizing special education students with IEP mandated services.
- Collaborate with teachers, administrators, and parents to develop intervention strategies for students in need of additional support.
- Participate in IEP, RTI and other related meetings.
- Provide crisis intervention services and collaborated with school staff to create safety plans for students at risk of self-harm or violence.
- Establish supportive relationships with at-risk youth through regular check-ins, goal-setting activities, and consistent followup.
- Complete psychosocial histories of students under evaluation.
- Assist parents in navigating the special education process, ensuring proper identification and provision of services for their children.
- Connect families with community resources to address needs such as housing, healthcare, and financial assistance.
- Create a safe space for students experiencing crises by providing immediate support and appropriate referrals.
- Observe student behavior and develop behavioral interventions and safety plans.
Education
Master of Social Work - Casework/Group Work
05.1997
Bachelor of Arts - Child Development
05.1990
Skills
- Verbal and written communication
- Complaint resolution
- Problem-solving skills, Gathering information
- Inbound Phone Call Management
- Call Center Customer Service/Call Center Operations
- Case Management
- Proficient in various software applications
- Building rapport
- Special Education, Restorative Practice, RULER, CPI Knowledge
- Student/Family Support & Advocacy
- Psychosocial assessment
- Multidisciplinary team collaboration
Timeline
School Social Worker - City Of Bridgeport Board Of Education
08.2003 - Current
Part-time Call Center Customer Service Agent - CT Transit Bus Company
05.2002 - Current
UCONN School of Social Work - Master of Social Work, Casework/Group Work
Connecticut College - Bachelor of Arts, Child Development
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