Customer Service Manager

Kimberly Roberts, OCT

*** ******** ********, ******, **

Phone: 613-***-**** Email: ***.***********@*****.***

EDUCATION

Bachelor of Education, Queen's University in Kingston, ON 2012

. Intermediate-Senior Teaching Divisions (History/English)

. Focus: At-Risk Individuals and Exceptional Learners

Bachelor of Arts (Honours) Trent University in Peterborough, ON 2011

. Major: History / Minor: English

. Focus: Historical Research, Queen's-Trent Concurrent Education

RECENT WORK EXPERIENCE

CONTACT CENTER OPERATIONS ASSOCIATE, Assurant Solutions, Kingston, ON

(September 2013-April 2014)

. Professionally addressed and resolved customer concerns regarding

credit insurance products for various companies, including: TD Canada

Trust, RBC, MBNA, American Express, Best buy, Future Shop, Canadian

Tire

. Expertly retained customers through current or alternative plans,

achieving bonus in all months worked

. Prepared daily reports which were distributed to all staff, as well as

developed incentive games

SERVER, EMPLOYEE TRAINER, HOSTESS MANAGER, Boston Pizza, Kingston, ON (May

2012- December 2013)

. Suggestively up-sold products and promotions, regularly meeting and

exceeding baseline goals

. Trained all new staff to the restaurant on PGE and company standards

. Made quality checks on products and managed their distribution to

restaurant guests

. Received guests, created wait lists, and managed restaurant seating

ENGLISH TEACHER, Collins Bay Institution, Kingston, ON (January 2013-May

2013 contract)

. Expertly taught 6 courses in the same classroom to adult inmates aged

20-65, with a special focus on literacy, critical thinking, and goal-

setting

. Chair of the English Subject Council (the leader of all English

teachers in all federal correctional institutions in Ontario), and

responsible for English teacher advocacy within the correctional

system, creating learning and development plans for the English

Council, and leading meeting discussions

ENGLISH TEACHER, Frontenac Institution, Kingston, ON (June 2012 - November

2012 contract)

. Thoughtfully constructed new courses, taught in the same classroom to

adult inmates aged 20-65, with updated and relevant materials (e.g.

how to make a SMART goal, interpreting The Tenant Protection Act,

etc

. Expertly assessed students' level of competency in English through the

adult Prior Learning Assessment Recognition (PLAR) process, and

recommended education plans

. Carefully documented student progress and prepared report cards

. Developed and implemented a school-wide project of publishing a book,

and also an extra-curricular activity - The Education Olympics - with

a total of 12 events

BUSINESS TEACHER, Frontenac Institution, Kingston, ON (August 2012-October

2012 contract)

. Provided one-on-one instruction to adult inmates aged 30-40 on the use

of Microsoft Office products, including: Word, Powerpoint, and Excel

. Carefully created two new units for the course, ensuring sensitivity

to all learning styles

ENGLISH TEACHER, Collins Bay Institution, Kingston, ON (June 2012 - July

2012 contract)

. Confidently taught 6 courses in the same classroom to adult inmates

aged 20-65, maintaining a consistent environment for the permanent

instructor while they were on leave, but providing supplementary

materials and lessons where possible

. Meticulously documented student progress, prepared report cards, and

independently administered two suspensions

. Developed and implemented a school-wide extra-curricular activity -

The Education Olympics - with a total of 12 events

SALES ASSOCIATE, Petro Canada, Kingston, ON (2011)

. Quickly and accurately settled cash, made deposits, entered financial

and fuel reports

. Suggestively up-sold products and promotions, working towards daily

targets

. Counted inventory, replenished stock, cleaned and maintained the store

and grounds

PROFESSIONAL SKILLS

Interpersonal Skills

. Over 6 years of experience working in the customer service industry,

in a high-stress and fast-paced environment

. Proud volunteer to the Human Society for nearly 4 years, which

included involvement and hosting of many charitable and fundraising

events

. Played on an organized sports team (Ringette) for over 6 years

Leadership Skills

. Innovative Chair of the English Subject Council for Correctional

Service Canada - Ontario region

. Practicum Captain for Queen's B.Ed. Associate School

. Former Head of the Arts Department at Cedar Creek Riding Stables

Technical, Communication, and Research Skills

. Experience with Microsoft Office products, Lotus Notes, and other

general computer use

. Position on the Dean's Honour Roll and President's Honour Roll upon

completion of university

. Awarded the Douglas McCalla Prize upon graduation from Trent

University for producing the best historical research essay by an

honours student

. Name published by Queen's University assessment focus group for

contributions to research in assessment

. Work published by the Forest of Reading organization for lesson

development

ADDITIONAL QUALIFICATIONS

. Valid G license and own vehicle

. Security clearance - CPIC and Reliability Status (Correctional Service

Canada, 2012)

. Standard First Aid and CPR C + AED Training (St. John Ambulance, 2012)

. "Dealing with Challenging Behaviour" Workshop (Queen's University,

2012)

. "TRIBES Basic Training" (48hr community-building workshop) (Queen's

University, 2012)

. "Supporting Students with Mental Health Issues" Workshop (Queen's

University, 2012)

. "Teaching in a Global Context" Workshop (Queen's University, 2012)

. Suicide Intervention Training (Canadian Mental Health Association,

2012)

. Smart Serve (2012)

ADDITIONAL AWARDS AND ACHIEVEMENTS

. Teacher-nominated winner of the Royal Canadian Legion of Whitby Branch

112 Award, given to the most outstanding student in History proceeding

to post-secondary education

. Awarded the National Renewable Scholarship for a grade average

exceeding 90%

. Teacher-nominated winner of the following awards upon graduation from

secondary school: World History, English, Writer's Craft, Technology,

Art, Fashion & Creative Expression

. Honour roll position for all years of secondary education career

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