Toiana Hayden
Aurora,IL
Summary
Attentive and adaptable Teacher skilled in management of classroom operations. Effective in leveraging student feedback to create dynamic lesson plans that address individual strengths and weaknesses. Dedicated and motivated to encourage student growth through carefully monitored academic progress.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Flexible hard worker ready to learn and contribute to team success.
Overview
7
7
years of professional experience
Work History
Customer Service Advocate
Blue Cross and Blue Shield
07.2022 - 01.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Investigated and resolved customer inquiries and complaints quickly.
Teacher
Hummingbird Lanes
05.2021 - 07.2022
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Designed dynamic lesson plans based on student interests to increase overall student GPA.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Instructed students in core educational principles, concepts and in-depth subject matter.
- Completed daily reports, meal count sheets and attendance logs.
- Promoted physical, mental and social development using classroom games and activities.
- Maintained system required passing rate for years.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supported student teachers by mentoring on classroom management, lesson planning and activity organization.
Customer Service Representative
Northwestern
02.2021 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
In The Swim
05.2020 - 10.2020
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Reviewed customer account information to determine current issues and potential solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
Teacher's Assistant
Kiddie Academy
04.2019 - 03.2020
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Oversaw groups of students at school and off-site locations, maintaining optimal safety and security.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals and objectives.
- Handed out classroom materials, like pencils, paper and crayons.
- Helped teachers recognize learning issues evidenced in one-to-one support instruction.
- Provided support to help students with special needs learn and grow.
- Created lesson materials, visuals and digital presentations to supplement lesson plans.
- Assisted lead teachers with lesson plan creation and materials development.
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Implemented practice exercises and used repetition, enabling students to grasp new concepts quickly.
- Reviewed lesson material with students individually or in small groups.
- Organized and guided skills practice, research and memorization tasks for students.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Documented student progress and communicated with parents to keep informed.
- Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
Customer Service Representative
Insight Global
11.2018 - 11.2019
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Edit or add your own Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Entered orders into Type computer database system.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Provided ongoing guest service.
Customer Service
Att
01.2017 - 11.2017
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Tracked and recorded department inventory of products.
- Guided customers to quickly locate merchandise in showroom.
- Operated product tools, equipment, and point of sale terminals.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Listened to customer needs and desires to identify and recommend optimal products.
- Monitored customers for signs of security concerns and escalated issues to management.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
Education
High School Diploma -
West Aurora High School
AuroraSoftware Cpr
Rasmussen Community College
AuroraSkills
- 4 teaching qualification
- Parent/teacher conferences
- Calm under pressure
- Parent and student communication
- Classroom management
- Effective listening
- CPR/First-aid certified
- Learning assessments
- Inbound and Outbound Calling
- Quality assurance controls
- Customer relations
- Call Center Operations
- Training and development
- Data entry
Timeline
Customer Service Advocate
Blue Cross and Blue Shield
07.2022 - 01.2024
Teacher
Hummingbird Lanes
05.2021 - 07.2022
Customer Service Representative
Northwestern
02.2021 - 07.2022
Customer Service Representative
In The Swim
05.2020 - 10.2020
Teacher's Assistant
Kiddie Academy
04.2019 - 03.2020
Customer Service Representative
Insight Global
11.2018 - 11.2019
Customer Service
Att
01.2017 - 11.2017
High School Diploma -
West Aurora High School
Software Cpr
Rasmussen Community College
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