Customer Service Manager
Resume:
SHELIA N. FISHER
Sauk Village, IL 60411
Phone: 708-***-****/708-***-****
Email: *************@*******.***
SKILLS
Strong marketing/sales, leadership, organization, detail-orientation, interpersonal and team-building skills
Ability to efficiently formulate and execute multiple projects in a timely manner
Ability to effectively manage and administrate the staff, operations and functions of an organization
Excellent oral and written communication skills
Quality and outstanding customer service skills
EDUCATION
Illinois Institute of Technology Chicago, IL
BS Degree in Business Administration/Marketing Management
PROFESSIONAL EXPERIENCE
Rickover Junior H.S., District 168 Sauk Village, IL
One-on-one Aide/Substitute Teacher January 2011 – Present
Last year, shadowed and assisted an 8th grade level Special Ed student to ensure she stayed on task, maintained consistency with her academics and exercised balanced social relationships with her peers.
Instruct and manage kindergarten thru 8th grade level regular and special education students
Teach all core subject areas: Reading, Math, Science, Language Arts, Social Studies & Writing
Formulate and execute various lesson plans to direct instruction
Track and report students’ grades, attendance, academic performance and behavior
Hoover Schrum School District 157 Calumet City, IL
Paraprofessional/Substitute Teacher Dec. 2008 – June 2011
Instructed and managed Pre-Kindergarten thru 8th grade level regular and special education students
Taught all core subject areas: Reading, Math, Science, Language Arts, Social Studies & Writing
Formulated and executed various lesson plans to direct instruction
Tracked and reported students’ grades, attendance, academic performance and behavior
Developed effective strategies to influence & motivate student involvement and lesson comprehension
Calumet School District 132 Calumet Park, IL
Long-Term Paraprofessional/Substitute Teacher April 2005 – October 2010
Instructed and managed Pre-Kindergarten thru 8th grade level regular and special education students
Taught all core subject areas: Reading, Math, Science, Language Arts, Social Studies & Writing
Formulated and executed various lesson plans to direct instruction
Tracked and reported students’ grades, attendance, academic performance and behavior
Tester for Explorer Summer Programs to evaluate students’ reading and comprehension skill levels
Developed effective strategies to influence & motivate student involvement and lesson comprehension
Conducted thorough parent/teacher conferences
Washington Mutual Frankfort, IL
Personal Financial Representative Oct. 2003 – Nov. 2004
Processed daily transactions to include deposits, withdrawals & transferring funds between accounts
Opened and established new customer accounts
Handled large sums of money daily that was accurately accounted for at the close of business
Provided outstanding customer service and financial assistance
Maintained high pace sales goals and cross sell averages for the referral of bank services
Awarded bonuses, prizes and company gift items for the achievement of top seller
Contacted customers with negative account balances to initiate arrangements for receipt of payments
Conducted numerous cold calls to generate sales, new markets and evaluate customer satisfaction
Compiled various marketing tools and mailings to advertise and promote financial services
Ameritech Chicago, IL
Sales & Service Representative April 2000 – Jan. 2001
Performed daily customer service functions in fast-paced call center
Serviced over 400 customers daily
Utilized various computerized network systems to process and troubleshoot consumer accounts
Marketed and promoted numerous telecommunication products, services and equipment
Assisted in performance observations for the development of improved sell techniques and strategies aimed at training associates
Maintained high pace sales goals and exceeded quotas for the referral of products and services
Awarded bonuses, prizes and company gift items for the achievement of top seller
Chicago Housing Authority Chicago, IL
Auditor I (Promoted) Office of the Inspector General March 1999 – Feb. 2000
Conducted extensive detailed internal audits of the management, operations and functions throughout the agency to ensure compliance with CHA and HUD regulations, policies and procedures
Recovered funds in excess of $325,000 that were unlawfully misused and involved fraudulent activities
Generated reports that outlined audit findings and recommendations to ensure compliance
Maintained liaison relationships with departmental officials and administrators
Regional Program Coordinator Housing Management Division May 1997– March 1999
Assisted in the development and implementation of programmatic and administrative policies and procedures to achieve established goals and objectives
Analyzed and collected numerous forms of statistical and numerical data for report generation
Ensured quality control through monitoring and tracking various data assessment tools
Performed housing quality standard inspections of property developments and tenant units
Generated and compiled monthly reports outlining housing activities: the number of signed leases, move-ins & move-outs, vacant & occupied units, etc.
PROFESSIONAL
CERTIFICATES
Type 39 Illinois State Teacher Certification (Substitute Teaching K-12)
Illinois Paraprofessional Certification
Site-Based Budget Specialist
Certified Manager of Housing
Certified Manager of Occupancy
Certified Manager of Maintenance
Registered Housing Manager
Housing Quality Standards Program
COMPUTER SKILLS
Proficient in MS Office (Word, Excel, PowerPoint and Outlook), WordPerfect, AmiPro
Extensive knowledge of software applications, word processors and operating systems
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