Theresa Odino
Keysville,United States
Summary
Energetically driving success at Prince Edward County Schools, I leveraged problem-solving skills and a compassionate demeanor to enhance student support services. Excelling in CRM software and customer service, I significantly improved family engagement and resource accessibility, showcasing a commitment to development and a knack for de-escalating complex issues.
Overview
3
3
years of professional experience
Work History
Student Support Services Worker /Call Center Specialist
Prince Edward County Schools
Farmville , VA
05.2022 - Current
- As a Contact Center Agent in the Student Support Services team, I serve as the first point of contact for families in need by handling both inbound and outbound calls. In this role, I provide clear and empathetic guidance to prevent issues such as truancy, and assist families facing financial challenges, ensuring they receive vital support resources. I am responsible for maintaining accurate records of my interactions using the CRM system, escalating any critical concerns to supervisors, and collaborating closely with internal teams to keep resource information up to date. This position requires excellent communication skills, a compassionate and patient demeanor, and the ability to thrive in a fast-paced environment. I have previous experience in customer service, call center operations, or student support services, along with a high school diploma or equivalent. In return, I am part of a supportive and collaborative work environment that offers opportunities for professional development, and the chance to make a meaningful impact on the lives of students and families.
- Offered resolutions to de-escalate calls and solve customer issues.
- Adhered to quality assurance standards when handling calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Associate of Applied Science - Education
Southside Virginia Community College
Keysville, VA08-2023
Skills
- Customer service
- Answering questions
- Follow-up skills
- Call center operations
- Call handling
- Live chat support
- Problem-solving skills
- Email management
- Remote work capabilities
- Complaint resolution
- Escalation management
- CRM software
- Dispute resolution
- Documentation and reporting
- Schedule adherence
Affiliations
- Effective Communication: Delivering clear and empathetic guidance during every interaction.
- Customer Service Excellence: Resolving issues efficiently while ensuring families receive the support they need.
- Technical Proficiency: Utilizing CRM systems to maintain accurate and detailed records.
- Team Collaboration: Working closely with internal teams to ensure resource information is always current.
- Problem-Solving: Identifying and addressing critical concerns with prompt and effective solutions.
- Adaptability: Thriving in fast-paced environments while balancing multiple responsibilities.
Timeline
Student Support Services Worker /Call Center Specialist
Prince Edward County Schools
05.2022 - Current
Associate of Applied Science - Education
Southside Virginia Community College
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