THERESA ANDERSON
Los Angeles,CA
Summary
Forward-thinking, resourceful, analytical, compassionate, highly creative professional with a consistent record of success meeting and exceeding goals in complex environments. Proven ability to design, implement and sustain innovative programs. Experience seeking constructive change in regards to race, gender, class and age. An articulate and persuasive communicator with an extensive knowledge of conflict transformation.
Overview
22
22
years of professional experience
Work History
CONSUMER CARE REPRESENTATIVE
Brighton Collectibles
City of Industry, CA
02.2017 - Current
- Improved systems and processes and made customer care center more productive and profitable.
- Delivered superior customer experiences regardless of chosen modality related to products, services and pricing.
- Developed and maintained positive customer relations and coordinated with various functions within company to fulfill customer requests.
- Researched and analyzed data to address operational challenges and customer service issues.
- Managed over 50-92 customer calls per day
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction
CERTIFIED LIFE COACH
HALISI LIFE
City of Los Angeles, CA
12.2013 - 06.2020
- Helped clients build life management and coping skills to achieve life/work balance and welcome new opportunities.
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Facilitated group sessions and workshops on co-creative methods for individual and collective transformation..
- Connected clients with available resources to improve plan success.
- Organized clinical interventions and treatments for clients suffering from mental health disorders.
- Led 12-15 individual sessions per week and 1-2 master coaching group sessions per week.
EDUCATOR/FACILITATOR
MUSEUM OF TOLERANCE
Los Angeles, CA
09.2015 - 12.2016
- Facilitated daily,diverse group workshops with California educators on issues of tolerance, race and social injustice.
- Used museum artifacts as tool to lead talking, understanding healing circles exploring issues of race, discrimination and prejudice and how they impact society.
- Address and explore Implicit Bias, Racial Anxiety and Stereotypes in Education through guided trainings.
- Weekly surveys show that workshops and museum tours have increased impact of race and tolerance on 85% of teacher/student relationships and student/student relationships
INTERIM PRESCHOOL DIRECTOR
ST. NICHOLAS PRESCHOOL
Saint Louis, MO
12.2009 - 06.2010
- Established school policies and communicated to staff and parents for well-coordinated and high-quality daily operations result in 95% of students attending preschool on time.
- Compliance with State regulations regarding Child Care – partnered and established relationship with teacher’s education non-profit to assist with accreditation of teachers to be in compliance with Missouri state regulations regarding child care professionals. Result in accreditation of 3 preschool educators.
- Coached educators on positive methods and pathways to support students, parents and staff. Result increase in parent-teacher interactions.
- Institute safety program for students, staff and faculty.
- Facilitated community forum with teachers and parents on airing grievances and clarify immediate needs and solutions. Result 100% decrease in school parent conflicts.
- Maintained and managed data for ongoing grant programs.
- Supervised teaching staff and resolved issues.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Created plans and communicated deadlines to complete projects on time.
PROGRAM ASSOCIATE
SEARCH FOR COMMON GROUND
WASHINGTON, DC
09.2008 - 09.2009
- Performed initial research and data for Child Soldier Initiative; field manual of peace building tools and resources to be utilized by peace practitioners operating in conflict zones.
- Facilitated weekly meetings between key stakeholders comprised of peace practitioners from UN, World Bank, law enforcement officials and members of peace building community.
- Cultivate and implemented understanding of peace building methods and rituals utilized by tribal members in conflict zones to disarm and repatriate former child soldiers back into their communities.
DIRECTOR
UNUM
Glendale, CA
06.2000 - 07.2007
- Initial hire as Customer Care Specialist processing Short term and Individual disability claims for Fortune 500 clients.
- Progressed to working with Senior Management in areas of strategic planning, process development and overall goal setting.
- Responsible for annual budget, business planning and directing efforts of 15 claims personnel assigned to short term and Long term disability claims for Fortune 500 clients.
- Evaluated employees to identify needs and provide ongoing coaching and professional training to expand skills, ensuring total understanding of products and procedures and to promote future career growth.
- Established and maintained workplace environment of reward and recognition to consistently achieve staff with high morale and ability to deliver superior services.
- Provided key leadership and expertise streamlining Individual Disability Income Protection claims process, resulting in reducing claims process from 180 days to 60 days.
- Assist in development and implementation of highly efficient Accelerated Benefit Service claims management process that resulted in 48 hour claim filing process.
Education
Bachelor of Science - POLITICAL SCIENCE
California State University, Los Angeles
Los Angeles, CAMaster of Science - CONFLICT TRANSFORMATION
SIT
Brattleboro, VTSkills
- Efficient and Detail-Oriented
- Coaching Clients
- Group Facilitation Support
- Workshop Facilitation
- Discussion Facilitation
- Educate on Conflict Transformation practices
- Teamwork and Collaboration
- Diversity, Equity Awareness
- Coping Strategies
- Conflict Resolution
Accomplishments
Race Relay Dialogue and Discussion Workshop - Common Peace. Org
Editor - Best Practices In Community Conscious Policing
Associate Producer - Rivers of Women
Nonviolent Communication Training
Women, Identity Empowerment Workshop
Personal Development Workshop
Timeline
CONSUMER CARE REPRESENTATIVE
Brighton Collectibles
02.2017 - Current
EDUCATOR/FACILITATOR
MUSEUM OF TOLERANCE
09.2015 - 12.2016
CERTIFIED LIFE COACH
HALISI LIFE
12.2013 - 06.2020
INTERIM PRESCHOOL DIRECTOR
ST. NICHOLAS PRESCHOOL
12.2009 - 06.2010
PROGRAM ASSOCIATE
SEARCH FOR COMMON GROUND
09.2008 - 09.2009
DIRECTOR
UNUM
06.2000 - 07.2007
Bachelor of Science - POLITICAL SCIENCE
California State University, Los Angeles
Master of Science - CONFLICT TRANSFORMATION
SIT
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