Shelley C. Watson
Jamaica,NY
Summary
Client-focused, results-driven professional with over 20 years of cross-industry experience in customer-centric environments. Articulate and cost-conscious team player with a proven track record of delivering world-class customer service, improving processes, fostering beneficial alliances, expanding a strong client base, and resolving customer issues. Expertise includes providing exceptional Customer Service, addressing customer service inquiries on the first contact, and achieving department goals. Detail-oriented with a strong work ethic, problem-solving, communication, interpersonal, and teamwork skills.
Overview
45
45
years of professional experience
Work History
Teacher
Parsons Preschool
01.2023 - Current
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Participated in department meetings to provide input to colleagues about student achievement and improvement by 25%.
- Implemented classroom management plan that reduced disruptions by 20% , creating more conducive learning environment.
Teacher
New Greater Bible Institute
Queens, New York
09.2001 - Current
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
- Designed and implemented differentiated instruction strategy to meet diverse learning needs, enhancing educational outcomes.
- Created lessons and online testing materials to facilitate remote learning.
Customer Service Representative
VERIZON
Garden City, New York
01.1981 - 06.2003
- Handle customer inquiries, and complaints. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 750 inquiries in any given week exceeding weekly targets by 30%.
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Viewed as an 'exceptional team player' and also acknowledged as a 'Total Quality Customer Service Professional'.
- Demonstrated outstanding problem solving and active listening skills by successfully diffusing volatile customer situations that resulted in the retention of its business and a personal letter to the president of Verizon.
Executive Secretary/VP’s Assist
Clear Thru Building Inc.
Jamaica, NY
01.1995 - 01.2001
- Excelled within deadline-intensive environment, ensuring the accurate and on-time completion of all projects.
- Managed executive team’s calendar; planned client meetings; prepared documents (reports, spreadsheets and presentations); and managed records.
- Audited daily and hourly time sheets each month and corrected data, and budget assignments.
- Earned 'outstanding' ratings on annual reviews for three years.
- Developed and implemented strategic marketing plan for business and grew business from $0 to over $72K revenue in the first three years with minimal overhead.
Education
Master of Science - Organizational Leadership
Nyack College
Nyack, NY11.2008
Skills
- Communication Skills
- Time Management
- Problem-solving
- Research Skills
- Phone Skills
- Team Leadership
- Strategic Planning
- Productivity Improvement
- Relationship Development
- Team player
- Organizational Skills
- Multi-tasking
Timeline
Teacher
Parsons Preschool
01.2023 - Current
Teacher
New Greater Bible Institute
09.2001 - Current
Executive Secretary/VP’s Assist
Clear Thru Building Inc.
01.1995 - 01.2001
Customer Service Representative
VERIZON
01.1981 - 06.2003
Master of Science - Organizational Leadership
Nyack College