Susan Derks
Winona,MN
Summary
Versatile Guest Service Agent with exemplary customer relation skills and proven commitment to professionalism.
Dedicated to resolving issues, answering customer questions and ringing up customers. Creative problem-solver versed in customer service.
Innovative Reading Tutor with 15 years of experience in language acquisition skills in both group and individual settings. Extensively knowledgeable about ways to measure growth and skill without embarrassing students. Commitment to bringing success and enhancing the enjoyment of reading for all English language learners.
Overview
15
15
years of professional experience
Work History
Cashier
Rochester Wholesale Fruit
Winona, MN
10.2015 - 05.2020
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Maintained current knowledge of store promotions and highlighted sales to customers on daily basis.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Worked closely with shift manager to solve problems and handle customer concerns.
Orton-Gillingham Reading Tutor
Winona Dyslexia Group
Winona, MN
01.2014 - 05.2020
- Identified learning needs and implemented fun and engaging learning activities to help students advance.
- Provided one-on-one and small group instruction to over 15 students falling behind in reading skills.
- Assessed current reading levels and planned optimal educational strategies to help students improve reading comprehension skills.
- Tracked learning progress to identify opportunities to enhance tutoring methods and help students achieve higher cold read goals.
- Worked with students in classrooms or home environments to provide educational support.
Flow Team Member
Target
Winona, MN
09.2013 - 10.2015
- Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
- Blocked and faced products on displays and shelves in accordance with company policy.
- Cross-trained in different departments of store to learn new tasks and better understand workflows and business operations.
- Interacted with guests in friendly and knowledgeable way.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
Guest Services Associate
Days Inn By Wyndham
Winona, MN
08.2011 - 06.2013
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Education
Bachelor of Science - Business Administration
Kansas State University
Manhattan, KS12.1987
Skills
- Work Task Prioritization
- Engaging with Diverse Customers
- Building Customer Relationships and Loyalty
- Adaptable and Flexible
- Computer Proficiency and Microsoft Office
- Maintaining Readiness
- Team Cooperation
- Goal-Driven
Volunteer for Adult English Language Learners
Winona Public School District has a Community Adult Education Department dedicated to instructing Beginning and Advanced English classes to non-native speakers. I wanted to expand my reading tutor knowledge to include adult students. I began volunteering in 2016 in the evening class twice a week. The lessons presented are based on conversational language skills with emphasis on current events. In Fall of 2020, classes were online only. The opportunity to broaden my lesson building skills to include ZOOM technology was phenomenal. Creating breakout rooms enhanced our small group lessons and the main room was valuable as a meet and greet time.
Timeline
Cashier
Rochester Wholesale Fruit
10.2015 - 05.2020
Orton-Gillingham Reading Tutor
Winona Dyslexia Group
01.2014 - 05.2020
Flow Team Member
Target
09.2013 - 10.2015
Guest Services Associate
Days Inn By Wyndham
08.2011 - 06.2013
Bachelor of Science - Business Administration
Kansas State University
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