Customer Service Registered Nurse

PATRICIA CHRISTIE, MBA/HRM, BSB/E-B

Unit ***-*** Prospect Drive, Fort McMurray AB T9K 2Z5 647-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Motivated individual with over 25 plus years of experience in educational, and service-based environments. An outgoing individual with excellent communication, and interpersonal skills; Proficient at building and fostering positive relationships with all key internal and external service delivery partners.

SKILLS

oLeadership

oOrganizational & Environmental Awareness

oStrategic Thinker

oPlanning & Organizing

oLifelong Learner

EMPLOYMENT HISTORY

Operations Manager April/2011 to Current

Crystal Car Services, Brampton ON

oManage the overall daily operations of the business

oContributed to both short and long-term goals of the company through planning and service delivery of transportation solutions

oCoordinate and deliver all training requirements for external partners

oSynthesized, met with external clients, and execute contracts

oServe as a liaison between drivers and upper management for adherence to all regulatory requirements

oDemonstrate a commitment to high ethical standards working within a diverse environment

oSupervise, train, & coach employees on an as needed basis

oProvided an “open door” environment to promote an easy line of communication for subordinates to make suggestions of what works well and what may need improvement. All workers ideas are valued and shared with upper management

Educator/Teacher January/2005 to March/2011

The School Board of Broward County, Ft. Lauderdale, FL

oManaged and supervised 200 - 250 students each day from grades 6 – 12

oCreated the Academy of Information Technology (AOIT) at the high school

oProvided coaching and feedback to students

oProvided feedback to Parents via telephone, email, and face to face meetings

oCollaborated with other teachers to overlap lessons to support students in gaining a greater understanding of the subject matter

oAttend weekly meeting with department head and other educators

oMaintain and update Action logs for all calls with parents and cohorts

oAdhered to the State of Florida laws and policies for teaching Business Education

oAttend meetings with parents, teachers, the Principal, and the State of Florida to ensure Business Education policies and procedures were adhered to

oWorked with Business Education liaison from the school board to enhance student learning and make recommendations to develop and implement new methods to enhance the effectiveness of the subject area (s)

oResearched and found material needed to teach Web Design and PC Support since the budget did not allow for textbooks

oCollaborated with other teachers from other schools to promote the successful launch and maintenance of AOIT

oPerformed in a high paced environment while teaching Web Design, PC Support, Computing for Colleges & Careers, and Business Education.

oCreated curriculum for student to learn how to code using HTML, Dreamweaver, and Visual Basics.

oWrote lesson plans daily adjusting strategies as needed to meet the needs of all learners; Gifted, Honors, Academic, and English Language Learners

oManaged and maintained a Computer Lab by assembling hardware, ghosting computers, installing software, and linking printers to different computers

oTaught learners to be proficient in MS Office, Excel, Outlook, PowerPoint, and Access.

Customer Service & Internet Specialist January/1998 – October/2004

American Express, Plantation, FL

Card Manager:

oProvided world class customer service to cardmembers calling in about their Personal, Gold & Platinum cards queries

oProblem solved customers’ inquiries pertaining to erroneous charges or unrecognized activity on their account

oCollaborated with the Credit department on cardmember behalf

oMade sure banking laws and regulations were followed to demonstrate knowledge as a Subject Matter Expert (SME)

oAssisted cardmembers abroad to the appropriate department pertaining to their inquiry. Ie. Lost card, lost luggage, lost travelers’ cheques

Help Desk Technician:

oCalls transferred in from other representatives; provided support on escalated calls to calm customers and handle their problems using various diffuse techniques.

oSubject Matter Expert to new hires by handling their questions about cardmembers dilemmas.

oProvided face to face coaching and feedback to representatives regarding the manner they interacted with our clients

Internet Specialist:

oLiaison between cardmembers and American Express to ensure successful member access to www.americanexpress.com

oProvided login information to those clients that may have forgotten their login

oCollaborated with cohorts in other centers ie. India, NC, Markham, & Weston, FL pertaining to areas of the website that is not functioning. Opened trouble tickets (bug reports) and worked with other centers to find an appropriate way of getting the application up and running

oInstrumental in the launch of new products ie. Blue, card reader, & online wallet

EDUCATION

Doctorate in Educational Leadership: 2006 – 2010

Master’s in Business Administration/Minor Human Resources Management: 2004 – 2006

Bachelor of Science in Business/E-Business: 2002 – 2004

University of Phoenix – Plantation, FL

Education Certification: 2004 - 2005

Florida Atlantic University – Boca Raton, FL

Registered Nurse – 1990 – 1993

Humber College of Applied Arts & Technology – Rexdale, ON

REFERENCES

Available upon request

Contact this candidate