Teresa Martin
Collins,MS
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Passionate Teacher with experience developing and implementing diverse curriculums covering wide range of subjects. Highly skilled at motivating students through positive encouragement and reinforcement of concepts via interactive classroom instruction and observation. Successful in helping students develop strong literacy, numeracy, social and learning skills. Caring Teacher with expertise in behavior modification and extensive experience in modernizing classrooms for long-term student success. Dedicated to individualized student care. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Overview
20
20
years of professional experience
5
5
Customer Service Representaive
10
10
Education Field
8
8
Medical Field
Work History
Customer Service Representative (Remote)
Maximus Call Center
Hattiesburg
03.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service agents.
- Promoted available products and services to customers during service calls.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Facilitated inter-departmental communication to effectively provide customer support.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Resolved issues over phone with customers daily.
- Optimized customer support by establishing collaborative service environment.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified issues, analyzed information and provided solutions to problems
- Exceeded goals through effective task prioritization and great work ethic
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Maintained excellent attendance record, consistently arriving to work on time
- Demonstrated respect, friendliness and willingness to help wherever needed
Teacher
SANDERSON FARM DAYCARE
Collins , MS
01.2018 - 01.2020
- Assisted teacher with implementing lessons and activities in class assignments
- Applying appropriate early childhood education with a variety of materials in the field art, language, math, and science.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Planned and implemented integrated lessons to meet national standards.
- Promoted physical, mental and social development using classroom games and activities.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Supervised learning groups of students in classroom stations.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Completed daily reports, meal count sheets and attendance logs.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Attended and facilitated IEP meetings for students and families.
- Collaborated with faculty to develop after-school tutoring program for struggling students.
- Directed after-school tutoring and mentoring program serving elementary school students.
Student Teacher, Preschool
University Of Southern Mississippi
Hattiesburg, MS
01.2016 - 01.2018
- Jumpstart Team member, AMERI CORPS head start program
- Assisted-lead teacher with implementing lessons and activities in Pre-K classroom.
- Observed and participated in special learning opportunities to expand horizons and learn different approaches.
- Stood in for teachers to supervise classes, deliver lessons and administer tests.
- Worked with classroom teacher to learn about current standards and best practices.
- Collaborated with teaching staff to implement coordinated educational strategies and student support networks.
- Conferred with qualified teacher to establish instructional targets and prepare lessons to cover source topics.
- Cultivated positive relationships with administration, teaching staff and students.
- Monitored classrooms for safety and good behavior, offering students positive reinforcement to maintain discipline.
- Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Developed lesson plans that incorporated mandated topics and included immersive activities for student engagement.
Customer Service Representative (remote)
SaviLinx
Hattiesburg, MS
01.2016 - 09.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer service representative
General Dynamics Call Center
Hattiesburg , MS
01.2014 - 01.2016
- Skillfully maintained authenticated customer information on a database to ensure accuracy and conducted facts to find and uncover needs, to recommend for their needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Assistant Teacher
COVINGTON COUNTY SCHOOLS
Collins, MS
01.2005 - 01.2014
- He absence of lead teacher.
- Worked with teachers to design lesson plans and coordinate activities for classes, consistently noting successful ideas and identifying areas for improvement.
- Provided one-on-one and group-based learning support to maintain student progress and development.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Performed staff monitoring duties such as overseeing recess, lunch and daily student intake and dismissal.
- Took over class for regular classroom teacher, managing assignments, student needs and record keeping.
- Kept records of student progress for teachers and parents and made notes on details such as behavior, grades, comprehension and personal growth.
- Supported teacher in instructing core subjects, delivering supplementary lessons and coordinating materials.
- Collaborated with instructor to assist lesson and curriculum planning efforts.
- Delivered group teaching in classroom setting and implemented individual student support.
- Assessed and managed student behavior to maintain climate of intensive instruction.
- Attended to classroom details and logistics to maintain strong instructional environment.
- Aligned instructional approaches with development levels of students to enhance individual learning.
- Pursued professional development opportunities to cultivate further understanding of considerations governing productive learning environments.
- Supported instructor with test administration, curriculum development and assignment grading.
- Contributed to committee-based work for development and enforcement of institutional and educational policies.
- Promoted physical, mental and social development using classroom games and activities.
- Organized classroom library and art areas each day to keep classroom well-maintained.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Set up visual aids, equipment and classroom displays to support teacher's lesson delivery.
- Worked under direction of licensed teacher in and outside of classroom.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Assisted students with various needs from putting on coats to go outside to reviewing homework assignments.
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals and objectives.
- Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and cooperation.
- Supported classroom activities, tutoring, and reviewing work.
- Tutored students in reading, language arts and other subjects.
- Monitored students on field trips, handling roll call and group movement to keep youths safe in public settings.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Distributed learning materials such as worksheets, textbooks and supplemental activities.
- Oversaw groups of students at school and off-site locations, maintaining optimal safety and security.
- Organized and guided skills practice, research and memorization tasks for students.
- Maximized receptive learning by educating students using hands-on instructional techniques.
- Implemented practice exercises and used repetition, enabling students to grasp new concepts quickly.
- Recorded grades for coursework and tests in online reporting system.
Behavior Health/psych. Assistant
Millcreek Rehabilitation Center
Magee, MS
01.2003 - 01.2014
- Provided one-one tutoring in areas of reading, language, and math
- Implemented after school activities for students such as homework assistance, and mentored students for becoming productive citizens.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Facilitated on-site activities, support groups and outings for clients.
- Performed client intake procedures according to internal standards for new admissions.
- Conducted client rounds every hour to check on residents.
- Taught clients how to complete basic household chores and prepare food.
- Kept facility clean, performed basic maintenance and restocked supplies to support program needs.
- Prepared and submitted daily reports to management.
- Searched resident belongings prior to and during stays.
- Completed required documentation for continued therapy coverage by insurance companies to meet deadlines.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Utilized behavioral strategies to promote adherence to care plans, adoption of healthy behaviors and engagement in self-care.
Unit Director
COVINGTON COUNTY BOYS AND GIRLS CLUB
Collins, MS
01.2009 - 01.2011
- Provided one-one tutoring in areas of reading, language, and math for K-12 students
- Implemented after school activities for students such as homework assistance, and mentored students for productivity.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Effectively supervised staff of 3 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies.
- Trained and developed personnel to improve safety, employee relations and resolved work related issues.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Supervised and performed human resource management functions for 3 subordinates.
- Developed and administered project budgets.
- Maintained financial accuracy when handling over club payments and trip payments.
- Managed senior-level working across functions of program.
Education
Bachelor of Science - Child Development
University of Southern Mississippi
Hattiesburg, MS07.2018
Certificate of Completion - Phlebotomy
Jones County Adult Services
Laurel, MS11.2014
Certificate of Completion - Medical Transcription
Jones County Adult Education Services
Laurel, MS10.2014
Associate of Arts - Liberal Arts And General Studies
JONES COUNTY JUNIOR COLLEGE
Ellisville, MS12.2002
Skills
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Proficient In CRM Software:, Data Entry and Maintenance
- Calm and Professional Under Pressure, responding to Difficult Customer
- Customer Data Confidentiality
Timeline
Customer Service Representative (Remote)
Maximus Call Center
03.2020 - Current
Teacher
SANDERSON FARM DAYCARE
01.2018 - 01.2020
Customer Service Representative (remote)
SaviLinx
01.2016 - 09.2016
Student Teacher, Preschool
University Of Southern Mississippi
01.2016 - 01.2018
Customer service representative
General Dynamics Call Center
01.2014 - 01.2016
Unit Director
COVINGTON COUNTY BOYS AND GIRLS CLUB
01.2009 - 01.2011
Assistant Teacher
COVINGTON COUNTY SCHOOLS
01.2005 - 01.2014
Behavior Health/psych. Assistant
Millcreek Rehabilitation Center
01.2003 - 01.2014
Bachelor of Science - Child Development
University of Southern Mississippi
Certificate of Completion - Phlebotomy
Jones County Adult Services
Certificate of Completion - Medical Transcription
Jones County Adult Education Services
Associate of Arts - Liberal Arts And General Studies
JONES COUNTY JUNIOR COLLEGE