Sheryl A Graham

**** ***** ****** ****

Baltimore MD 21209

acry6x@r.postjobfree.com 410-***-****

Professional Profile

Results-oriented with experience highly applicable to administrative, customer service and educational environments.

Excellent communicator and presenter who excels at motivating others.

Organized with strict attention to detail

Quick learner with demonstrable ability to apply knowledge to new situations.

Highly motivated achiever whose accomplishments have been recognized with promotions related to recent graduate school studies.

Exceptionally versatile, adaptable, and personable self-starter.

Maintained full time employment while pursuing educational goals.

Education

University of Maryland Baltimore County Graduate School, Baltimore MD

Graduate Certificate December 2014 GPA: 4.0

Major: Instructional Systems Development

Relevant Coursework: Instructional Systems Development I & II, The Adult Learner,

Principles of Training & Development

Dyslexia Tutoring Program, Baltimore MD Certificate May 2011

Orton-Gillingham Strategies and Techniques for Dyslexic Learners

Relevant Coursework: Phonemic Awareness, Syllabication, Techniques,

Lesson Plans

University of Baltimore, Baltimore MD

Bachelor’s Degree December 2002 GPA: 3.24

Major: English Concentration: Professional Writing and Publications

Relevant Coursework: Computer Graphics, Writing Editing & Publishing

Editorial Intern: UB Post, City Paper 2002

Summary of Qualifications

Training

Created, developed, designed and wrote lesson plan for call center phone skills training

Edited, updated and revised user manuals and training guides as needed

Trained new Call Center CSR’s on inbound and outbound call handling

Created facilitator guide for Call Center training course modules

Developed and trained existing employees on areas identified as needing improvement

Designed, implemented, and facilitated training strategies to address quality control deficits.

Customer Service

Assessed situation by listening and educated clients as necessary

Answered phones, provided, received and handled information in busy call center and other deadline driven environments

Graham, Sheryl A. (cont’d)

Verified insurance coverage, provided and documented policy information

Updated policy holder accounts in database

Advised and informed policy holders and insurance agents as needed

Demonstrated problem resolution skills by listening to clients and determining possible solutions to satisfy and resolve issues

Teaching/Tutor

Maintained order while engaging students in the learning process

Followed lesson plan or created activities to involve entire class

Encouraged students to share responses with classmates

Engaged dyslexic student with word games, puzzles, and reading exercises

Created fun and challenging exercises to encourage dyslexic student to think outside the box

Provided constructive feed-back and individualized assistance as needed

Administrative

Organized and maintained personal injury claims and bankruptcy claims

Examined fee arrangements from assigned attorneys for bankruptcy cases in default

Processed cash receipts

Utilized analytical skills to resolve customer account issues and answer customer inquiries

Demonstrated ability to deal with problems involving several concrete variables in standardized situations

Reviewed and updated client correspondence files and scheduling database

Maintained status reports to provide management with updated information for client projects

Tracked benefits enrollment and termination processes

Resolved benefit billing issues

Professional Experience

Insurance Tracking Trainer 2010 to Present

PDP Group, Hunt Valley MD

Substitute Teacher 2008 - 2010

Baltimore City Public Schools

Sales Associate 2008 - 2010

Target, Columbia MD 2001 - 2004

Legal Secretary 2005 - 2007

Law Office of David Grossman, Baltimore MD

Administrative Assistant 2004 - 2004

DB Alex.Brown, Baltimore MD

Benefits Coordinator 2000 - 2001

Getintegrated.com, Baltimore MD

Customer Service/Trainer 1993 - 1999

Kinko’s, Owings Mills MD

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