September Mack
Richmond,VA
Summary
Dedicated and customer oriented, professional with 15 years of experience and customer service and support. Proven track record of delivering excellent service and fast pace contact center environments. Seeking to leverage strong communication, problem-solving, and multitasking skills as a Customer Contact Center Specialist at VA Workers’ Compensation Commission.
Overview
16
16
years of professional experience
Work History
Childcare Center Director
KinderCare Learning Centers
Richmond, VA
02.2024 - Current
- Managed daily operations of the childcare center, including overseeing staff and ensuring compliance with applicable laws and regulations.
- Developed and implemented policies and procedures for the center to ensure safety and quality standards are met.
- Provided guidance, support, and training to teachers on classroom management strategies, curriculum development, and teaching methods.
- Ensured all necessary paperwork is completed accurately and submitted in a timely manner.
- Conducted regular inspections of the facility to ensure it meets safety standards set by local authorities.
- Handled customer service inquiries from parents regarding their children's needs or experiences at the center.
Assistant Childcare Director
KinderCare Learning Centers
Richmond, VA
11.2022 - 02.2024
- Provided leadership and supervision to staff, including assigning duties and monitoring performance.
- Ensured compliance with licensing regulations, safety standards and health requirements.
- Maintained positive relationships with families by addressing their concerns promptly.
- Monitored compliance with state, federal and company regulations, standards and requirements.
- Communicated with parents and fostered strong professional relationships.
- Hired, mentored and monitored qualified childcare staff.
Customer Service Representative
Capital One
Richmond, VA
05.2022 - 11.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Services Representative Lead
Southeastrans
Richmond, VA
12.2021 - 05.2022
- Assisted customers in resolving inquiries or complaints via telephone, email, or other channels.
- Developed strategies for improving customer service operations and processes.
- Resolved escalated issues from customers or other departments within the a timely manner.
- Performed quality assurance reviews of calls and emails handled by agents to ensure compliance with established standards.
- Analyzed customer feedback data and identified trends in customer satisfaction ratings.
- Resolved escalated issues from customers or other departments within the organization.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Resolved customer complaints or answered customers' questions.
Special Service Representative
Southeastrans
Richmond, VA
02.2021 - 12.2021
- Assisted customers with inquiries, orders and complaints in a timely manner.
- Provided excellent customer service through telephone and email communication.
- Maintained knowledge of product lines and services to effectively answer customer questions.
- Resolved customer issues by providing accurate information or referring customers to appropriate resources.
- Followed up with customers regarding their satisfaction with service provided.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Infant Teacher
Skipwith Academy
Midlothian, VA
09.2019 - 02.2021
- Developed and implemented daily lesson plans to support infant development.
- Organized and maintained a safe, clean, and stimulating learning environment for infants.
- Established positive relationships with families by communicating regularly about their child's progress.
Infant Teacher
KinderCare Learning Centers
Midlothian, Virginia
05.2013 - 09.2019
- Developed and implemented daily lesson plans to support infant development.
- Organized and maintained a safe, clean, and stimulating learning environment for infants.
- Established positive relationships with families by communicating regularly about their child's progress.
Jewelry Sales Associate
Sears
Colonial Heights, Virginia
06.2012 - 05.2013
- Greeted customers and provided excellent customer service.
- Demonstrated product knowledge to answer customer questions and inquiries.
- Maintained an organized and clean store environment, including dusting displays regularly.
- Created window displays that showcased new products.
- Processed payments using point-of-sale systems, credit card machines, and cash registers.
- Advised customers on the selection of products based on their needs and preferences.
- Engaged in suggestive selling techniques to increase sales volume.
- Resolved customer complaints in a professional manner.
- Greeted customers to determine wants or needs.
Photographer
Sears Portrait Studio
Colonial Heights, VA
06.2009 - 06.2012
- Provided excellent customer service by anticipating guest needs.
- Provided customer service at the register when needed.
- Provided excellent customer service to ensure satisfaction.
- Greeted customers, took orders, and provided customer service.
- Provided customer service to ensure customer satisfaction.
- Handled escalated customer service issues as needed.
- Resolved customer service inquiries in a timely manner while providing excellent customer service.
- Provided customer service assistance when needed.
Jewelry Sales Associate
Walmart
Colonial Heights, VA
09.2008 - 06.2009
- Greeted customers and provided excellent customer service.
- Demonstrated product knowledge to answer customer questions and inquiries.
- Provided excellent customer service by anticipating guest needs.
- Provided customer service at the register when needed.
- Provided excellent customer service to ensure satisfaction.
- Greeted customers, took orders, and provided customer service.
- Provided customer service to ensure customer satisfaction.
- Handled escalated customer service issues as needed.
Education
High School Diploma -
Killeen High School
Killeen, TX06-2008
Some College (No Degree) - Computer Science
Richard Bland Community College
Petersburg, VASome College (No Degree) - Child Development
Rasmussen University
Petersburg, VASkills
- Customer Support and Relations
- Call Center Operations
- Multitasking and Time Management
- Active Listening and Conflict Resolution
- CRM Software
- Data Entry, and Documentation
- Troubleshooting and Problem-Solving
- Quality Assurance
- Positive Positive Attitude, and Empathy
- Team Collaboration
References
Toi Mason (804) 921-6799
Former Supervisor
Josh Blakey (757) 768-1268
Current Supervisor
Carolyn Lee (703) 919-3512
Colleague
Timeline
Childcare Center Director
KinderCare Learning Centers
02.2024 - Current
Assistant Childcare Director
KinderCare Learning Centers
11.2022 - 02.2024
Customer Service Representative
Capital One
05.2022 - 11.2022
Customer Services Representative Lead
Southeastrans
12.2021 - 05.2022
Special Service Representative
Southeastrans
02.2021 - 12.2021
Infant Teacher
Skipwith Academy
09.2019 - 02.2021
Infant Teacher
KinderCare Learning Centers
05.2013 - 09.2019
Jewelry Sales Associate
Sears
06.2012 - 05.2013
Photographer
Sears Portrait Studio
06.2009 - 06.2012
Jewelry Sales Associate
Walmart
09.2008 - 06.2009
High School Diploma -
Killeen High School
Some College (No Degree) - Computer Science
Richard Bland Community College
Some College (No Degree) - Child Development
Rasmussen University
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