Shana Gaines
Fredericksburg,VA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
8
8
years of professional experience
Work History
Lead Teacher/ Supervisor
The Merit School
01.2024 - Current
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
Customer Service Representative
Sedgwick
08.2022 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Administrative Assistant
Smile & Glow Whitening
06.2020 - 09.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Trainer
Omni Interactions
10.2020 - 08.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Lead Teacher
Fredericksburg Children's Academy
09.2019 - 10.2020
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
Area Supervisor
Ross Dress For Less
06.2016 - 09.2019
- Provided ongoing coaching to staff members, promoting skill development and career progression.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Resolved conflicts between employees by mediating discussions that led to mutually beneficial outcomes.
- Reduced employee turnover by fostering a positive work environment and providing opportunities for professional growth.
Education
Bachelor of Science -
Liberty University
Lynchburg, VA05.2026
Skills
- Customer Service
- Office Administration
- Data Entry
- Computer Skills
- Office Management
- Goal-Oriented
- Staff Management
- Training and mentoring
Timeline
Lead Teacher/ Supervisor
The Merit School
01.2024 - Current
Customer Service Representative
Sedgwick
08.2022 - 09.2023
Trainer
Omni Interactions
10.2020 - 08.2022
Administrative Assistant
Smile & Glow Whitening
06.2020 - 09.2022
Lead Teacher
Fredericksburg Children's Academy
09.2019 - 10.2020
Area Supervisor
Ross Dress For Less
06.2016 - 09.2019
Bachelor of Science -
Liberty University
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