Pauleane McAllister
Detroit,MI
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
09.2022 - 01.2024
- Respond to customer inquiries, makes appropriate decisions and close files as needed
- Medical billing and insurance verification/ handling
- Tracked customer service cases and updated service software with customer information
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Created and maintained detailed database to develop promotional sales
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Elementary Special Education Provider
Legacy Charter Academy
01.2022 - 01.2024
- Prepares, adapts, and delivers instructional material
- Had to present and communication with parents and colleagues often
- Passionate about learning and committed to continual improvement
- Evaluates students' academic and behavioral progress
- Supervises students in classrooms, school buildings, and social-curricular activities
- Develops educational plans for the individual student
- Teaches desirable study, work and recreational habits by providing pupils with opportunities for which they are best suited
- Creates and maintains student records, and prepares reports relative to the work
- Selects appropriate texts, learning aids, materials, and supplies.
Special education Specialist
Michigan Collegiate High school
09.2021 - 08.2022
- Cultivated connections and strong student rapport to foster classroom engagement, in addition to recording student progress to inform parents and school administration
- Had to present information regarding services to parents and colleagues often
- Utilized technology to create meaningful lessons that engage students
- Facilitated small group instruction to address individual learning needs
- Worked with students with moderate to severe autism to increase life skills
- Collaborated with multidisciplinary teams to provide comprehensive support for students with special needs.
3rd Grade Classroom Teacher
The Leona Group
09.2021 - 01.2022
- Utilized data-driven instruction techniques to analyze student performance trends and make informed decisions about curriculum adjustments or interventions needed for success
- Sourced supplies to fill gaps in student activities
- Attended students' concerts, sporting events and performances to offer support and encourage extracurricular activities
- Provided warm, supportive environment for developing academic, social, and emotional growth.
Kindergarten Teacher
Growing Minds Learning Center
08.2019 - 06.2021
- Utilized data-driven instruction techniques to analyze student performance trends and make informed decisions about curriculum adjustments or interventions needed for success
- Sourced supplies to fill gaps in student activities
- Attended students' concerts, sporting events and performances to offer support and encourage extracurricular activities
- Provided warm, supportive environment for developing academic, social, and emotional growth.
Customer Service Representative
Amazon
08.2019 - 06.2021
- Handled customer inquiries and suggestions courteously and professionally
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers’ experiences
- Tracked customer service cases and updated service software with customer information
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Great Start to Readiness Program Lead Teacher/Administrative Coordinator
Bottles-N-backpacks Child Development Center
12.2017 - 08.2019
- Managed the development of common lesson planning, assessment techniques, and processes for Individualized tiered levels of support throughout all professional learning communities (PLCs)
- Support the onboarding process for new ESE hires as required
- Serve as a key ESE support contact for Bottles-N Backpacks Learning Center's personnel, parents, and community stakeholders by responding to support inquiries promptly, completely, and accurately over the phone, online, and in person.
Client Service Representative/Property Claims Adjuster
FedEx Transportation and Brokerage
12.2017 - 08.2019
- Prepare and process all import documents and broker invoices and worked closely with claims adjusters
- Manage all contained shipments in coordination with freight carriers and customers
- Responsible for arranging shipments, preparing and confirming order approval, handling pricing information, and releasing invoices
- Collaborates with peers and extended departments to provide timely resolution to customer problems
- Responded to customer calls and emails to answer questions about products and services
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
Customer Service Representative
XPO Logistics
04.2015 - 11.2017
- Worked closely and received training from claims adjusters in relation to accidents, injuries, and breakdowns from XPO logistics truck driver
- Recognize and resolve documentation errors
- Process over short and damaged freight and related documentation for customer resolution
- Assist customers via phone, email, and fax with inquiries, including but not limited to tracing shipments, rate quotes, tariff discrepancies, and billing and/or invoicing questions
- Properly bill shipments pursuant to applicable tariffs and pricing agreements
- Streamlined call center processes for improved efficiency and reduced wait times.
Residential Coordinator
Eisenhower Center
08.2014 - 10.2017
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs
- Increased occupancy rates with targeted marketing strategies and community outreach efforts
- Established policies and procedures for handling emergency situations, providing guidance for staff members during crises
- Negotiated contracts with vendors for cost-effective services while maintaining high-quality standards in property upkeep.
Education
Master of Special Education -
Northcentral University
06.2023
Bachelor of Science -
Eastern Michigan University
04.2018
Skills
- Skilled at answering customer questions and providing how-to help capabilities, while able to focus heavily on reducing customer effort and furthering product knowledge
- Experience with escalating and diagnosing software issues; working with products and engineering teams to solve complex product issues
- Passionate commitment to improving customer's lives
- Excellent presentation and communication skills
- Excellent attention to detail and organizational skills
- Able to identify processes that need to be improved and evolved
- Ability to identify learning opportunities and self-educate where resources and opportunities are present
- Demonstrated ability to maintain confidentiality and security of sensitive records
- Proactively reach out to customers who show signs of user error
- Good organizational skills and the ability to work within deadlines and while speaking with customers
- Experience with emailing and phone systems
- Familiar with email systems and software
- Interpersonal Communication
- Experience executing multiple projects simultaneously within a data-driven accountability environment
Certification
- Bachelors in science |Special education
- Passed K-8 (ZE) certification test
Affiliations
- Heavily involved in the community.
- Board member for Education
Languages
Spanish
Full Professional
References
References available upon request.
Timeline
Customer Service Representative
Concentrix
09.2022 - 01.2024
Elementary Special Education Provider
Legacy Charter Academy
01.2022 - 01.2024
Special education Specialist
Michigan Collegiate High school
09.2021 - 08.2022
3rd Grade Classroom Teacher
The Leona Group
09.2021 - 01.2022
Kindergarten Teacher
Growing Minds Learning Center
08.2019 - 06.2021
Customer Service Representative
Amazon
08.2019 - 06.2021
Great Start to Readiness Program Lead Teacher/Administrative Coordinator
Bottles-N-backpacks Child Development Center
12.2017 - 08.2019
Client Service Representative/Property Claims Adjuster
FedEx Transportation and Brokerage
12.2017 - 08.2019
Customer Service Representative
XPO Logistics
04.2015 - 11.2017
Residential Coordinator
Eisenhower Center
08.2014 - 10.2017
Master of Special Education -
Northcentral University
Bachelor of Science -
Eastern Michigan University
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