Customer Service Sales

EDUCATION

SEPTEMBER, ****

MASTER OF EDUCATION, STRAYER UNIVERSITY

Early Childhood Education

MAY, 2009

BACHELOR OF SCIENCE, UNIVERSITY OF WEST GEORGIA

Business Management

AREAS OF EXPERTISE

Leadership Lesson Planning

DATA Driven Instruction Customer Care

Data Analysis Instructional Quality (IQ) Guides

Georgia Early Learning Development Standards

(GELDS)

EXPERIENCE

September 2014 – PRESENT

DEPARTMENT LEAD, A.P. RANDOLPH ELEMENTARY

Train new teachers on Bright from the Start compliance

Use WSO data to plan individualized learning

Meet with new teachers monthly to track growth and provide feedback

Model instructional strategies for new teacher mentorship

Develop specific tactics with mentors for successful classroom management

Communicate with parents weekly to address progress, next steps and parent concerns

Increased number recognition by 92% from September 2016 to May 2017

Increased phonological awareness by 85% from September 2016 to May 2017

Complete Instructional Quality (IQ) Guide Checklist

Literacy boot camp instructor

Use STAR data to plan small group lessons

Use DRA data to plan reading groups

Created individualized remediation Georgia Milestone plans for grade 3 students

Implemented techniques to gain student interest and maximize learning

Communicate rules for the classroom centered upon value

Use best practices for classroom instruction and assessment

Taught students to self-assess with the use of technology

Identify signs of developmental concerns and communicate those concerns to parents

December 2014 – December 2018 (seasonal)

CUSTOMER SERVICE REPRESENTATIVE, WALMART ONLINE SERVICES

Address customer service inquiries in a timely and accurate fashion.

Give accurate and appropriate information in response to customer inquiries.

Develop effective relationships with all call center departments through clear communication.

Work with upper management to ensure appropriate changes are made to improve customer satisfaction.

Escalate customer calls when needed.

Properly direct inbound calls in phone queues to improve call flow.

Collect customer feedback and make process changes to exceed customer satisfaction goals.

Demonstrate mastery of customer service call script within specified time frames.

Build customer loyalty by placing follow up calls for customers who reported product issues.

Facilitate information flow between customer service, account management operations, quality assurance and training to guarantee call center objectives are met.

January 2013 – November 2014 (part- time)

TEAM LEADER, UPSALES CALL CENTER

Maintained good working relations with various network departments to ensure smooth scheduling process.

Monitored agent calls and provided feedback.

Provided coverage in agent scheduling gaps.

Took calls as well as directed calls to agents who could most effectively respond in specific situations.

Ensure data and call quality.

Analyze contact center reporting.

Tracked sales and updated customers’ accounts with information of specific rates given by outside sales to close sales.

Modified changes on in-house orders at distributors’ requests to ensure proper quantities were shipped.

Produced call tags and replacement orders.

Streamlined report process to increase resolution of inquiries to improve customer satisfaction.

AUGUST 2012 – MAY 2014

PRE-K TEACHER, LOVE T. NOLAN ELEMENTARY

98% of students tested on level for end of the year kindergarten readiness assessment 2014

40% of students scored above entry level kindergarten reading 2014

100% of students scored on math level 2014

Observed and assessed student performance and kept thorough records of progress

Implemented a variety of teaching methods such as lectures, discussions and demonstrations

Established clear objectives for all lessons, units and projects

Set and communicated ground rules for the classroom based on respect and personal responsibility

Identified early signs of emotional, developmental and health problems in students and followed up with parents

Differentiated whole and small group instruction techniques to retain student interest and maximize learning

Improved students’ reading levels through guided reading groups and whole group instruction

Created lesson plans in accordance with state curriculum and school-wide curriculum standards

Enhanced reading skills using children’s literature, reader’s theatre and story time

Taught students to exercise problem solving methodology and techniques

Strengthened parent-teacher and child-parent communication by holding regular parent –teacher conferences

Taught classroom of 22 students

AUGUST 2006 – MAY 2009

ASSISTNANT DIRECTOR, DREAMS LEARNING CENTER

Insured compliance with established state guidelines and procedures

Received, processed and organized tuition payments

Addressed parental and staff concerns

Managed staff, overseeing several functions

Led and coordinated daily operations

Determined the best course for future purchases

Led regular progress meetings

Established roles and responsibilities for employees

Coached and mentored employees with various skill levels

Implemented company goals, objectives and procedures

Ensured daily workload routines were accomplished

Assisted in the recruitment, training and development of staff

Ensured delivery of quality service

Maintained safe and enjoyable environment for students

Managed teacher shifts and delegated tasks

Implemented curriculum

ALICIA PRATHER

3435 CONCORD LOOP, ATLANTA, GA 30349

********@*****.*** 404-***-****

AP

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