Customer Service Training
Resume:
Ivana Guillory-Lindh
***********.****@*****.***
OBJECTIVE
A motivated professional administrative and support specialist with over 10 years of
experience in performing a vast array of Case Management, Program Specialist,
Collections and Military Support seeking a career as a Administrative Support Specialist
in a company of your caliber where I can exercise my expertise.
AREAS OF EXPERTISE
Program Specialist Hazardous Material Removal Customer
Service
Service Management Education Multilevel
Communication
Financial Specialist Proficient MS Office
Administrative
SUMMARY OF QUALIFICATIONS
Highly motivated professional with specialized training in both Administrative Support,
Processing, Financial Services as well as Collections are to name a few. Currently
seeking a career in a setting where my expertise will ensure high-quality results. I have
extensive background in bringing together information from a variety of sources and
analyzing information collected. I have a demonstrated history of showing imitative and
assuming responsibility.
Computer Skills
Software (PC) Microsoft Windows, Microsoft Office, Word, Excel, Power-point,
Outlook, Citrix, Styleware, 40+wpm typing
PROFESSIONAL EXPERIENCE
Provide extra assistance to students with special needs, such as non-English-speaking
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students or those with physical and mental needs.
Tutor and assist children individually or in small groups to help them master
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assignments and to reinforce learning concepts presented by various teachers.
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Enforce administration policies and rules governing students.
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Instruct and monitor students in the use and care of equipment and materials to
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prevent
injuries and damage.
§ Observe students’ performance, and record relevant data to access progress.
§ Prepare lesson materials, bulletin board displays, exhibits, equipment, and
demonstrations.
§ Supervise students in classroom at all times.
Assess training needs through surveys, interviews with employees, focus groups, or
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consultation with managers, instructors, or customer representatives.
Monitor, evaluate, or record training activities or program effectiveness.
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Select and assign instructors to conduct training.
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Assist employees with escalated calls from customers.
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Apply credits and or adjustments to customers account.
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Modify customers accounts at their request.
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Attend weekly meeting via phone and online.
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Question callers to determine their locations, and the nature of their problems to
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determine type of response needed.
Receive incoming telephone or alarm system calls regarding emergency and non-
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emergency police and fire, service.
Determine response requirements and relative priorities of situations, and dispatch
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units in accordance with established procedures.
Record details of calls, dispatches, and messages.
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Maintain access to, and security of, highly sensitive materials.
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Observe alarm registers and scan maps to determine whether a specific emergency is
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in the dispatch service area.
Confer with customers by telephone or in person to provide information about
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products or services, take orders, cancel accounts, or obtain details of complaints.
Schedule appointments for customers’ to receive technical assistance.
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Determine charges for customer services requested, collect deposits or payments, or
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arrange for billing.
Check to ensure that appropriate changes were made to resolve customers’ problems.
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Advise customers’ of changes or available upgrades to their profiles.
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Assist customers’ with uploading their pictures or profile.
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Resolve customers’ service or billing complaints by performing activities such as,
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refunding money, or adjusting bills.
Prepare invoices, reports, memos, letters, financial statements and additional
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documents using word processing, spreadsheets, database, or presentation software.
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Comply with prescribed safety procedures or federal laws regulating waste disposal
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methods.
Record numbers of containers stored at disposal site.
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Operate machines or equipment to remove, package, store or transport loads of
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hazardous waste materials.
Upload baskets of irradiated elements onto machines that insert fuel elements into
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canisters and secure lids.
Clean contaminated equipment or areas for re-use, using detergents or solvents,
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sandblasters, filter pumps, or steam cleaners.
Assist supervisors with the preparation and distribution of gas inside gas chamber for
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training related purposes.
Apply chemical compounds to lead-based paint, allow compounds to dry, then scrape
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the hazardous material into containers for and/or storage.
Fairfax County Schools - Fairfax, VA (Nov. 2011- Present)
Substitute Teacher
N.E.W - Jacksonville, NC (Dec. 2006 - Oct. 2011)
Program Specialist
PRC/Match.Com (Apr. 2003 - Dec. 2006)
Customer Service Representative
Fairfax County Police Department (Mar. 2002 - Nov.
2003)
Police Communications Officer/Central Records
United States Army (Feb. 1998 - Feb. 2003)
Nuclear Chemical Biological Warfare Specialist
EDUCATION
Long Island University, Brooklyn, NY - Political Science (Bachelors Of Arts)
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Campbell University, Camp Lejeune, NC - Psychology (Bachelors of Arts)
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Coastal Carolina College, Jacksonville, NC - Cosmetology (License)
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MILITARY TRAINING
US Army - Fort McCulluen, Al (Certificate)
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VOLUNTEER WORK
Fort Green Community Outreach Center
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Union Chapel A.M.E.
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First A.M.E. Of Manassas
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National Domestic Violence Outreach
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Contact this candidate