Customer Service Management

Amanda Hervol, M.A.

**** ******* **** **** **, Deming, NM 88030 ? 575-***-**** ?

************@*****.***

Certified Professional Tutor / Certified Academic Coach

Program Management ~ Student Relations ~ Project Coordination

Profile of Qualifications

. DEDICATED STUDENT ADVOCATE WITH OUTSTANDING MANAGERIAL, CLIENT

RELATIONS, AND ORGANIZATIONAL SKILLS.

. Proficiency in conducting diagnostic, formal, informal, subjective,

objective, norm referenced, criterion referenced, summative, and

formative assessments.

. Sound understanding of emotional intelligence, brain-based learning,

cultural competence, and metacognition.

. Adept at implementing projects in a structured, cross-functional and

timeline-oriented environment.

. Able to establish, nurture and maintain positive relationships with

parents, teachers, colleagues, and community to facilitate a climate

conducive to learning.

. Skilled at creating detailed Individualized Learning Plans (IEPs) for

students.

. Able to draw on a variety of tutoring strategies to accommodate

students' diverse needs, learning styles, cultures, and socioeconomic

backgrounds.

. Excellent remote management, relationship-building, leadership and

motivation skills.

Professional Experience

ELEVATE LEARNING, LLC, CHICAGO, IL & VALUED TUTORING, DEMING, NM, 2013 TO

PRESENT

Tutor

. Assist struggling students in grades K-12 to improve reading skills.

. Proactively develop targeted action plans based on identified needs

and academic goals.

. Evaluate and discuss student progress with students, tutors, parents

and school officials.

. Plan and implement interventions in tandem with school officials to

ensure academic success of students.

. Provide ongoing management, coaching, and development of tutors and

tutor trainers.

. Recruit, hire, train, schedule, develop and supervise part-time tutors

while ensuring top-notch instructional quality.

. Communicate synchronously and asynchronously with students, tutors,

and point-of-contact

Deming Luna Mimbres Museum, Deming, NM, 2007 to 2013

Volunteer Consultant

. Actively supported and contributed to all aspects of museum operations

including conducting guided tours for visits and providing local

history education.

. Delivered exemplary customer service and product sales at museum

store.

. Maintained accurate documentation for displayed artifacts in archives

and prepared photographs for database.

. Regarded as first point of contact for all history inquiries based on

academic background.

. Leveraged excellent analytical thinking skills to create museum job

descriptions.

Western New Mexico University, Deming, NM, 2004 to 2011

Writing / General Tutor (2007 to 2011)

. Handpicked by Program Director to provide academic assistance and

guidance to students in subjects such as collegiate-level writing,

history, and sociology.

Continued ...

Amanda Hervol, M.A. - Page 2 of 2

Western New Mexico University continued ...

. Coordinated and administered peer-led team learning as well as online

tutoring, effectively guiding students in time management skills,

research techniques, and study skills.

. Successfully chosen and recognized by students as #1 highly-

recommended tutor by university professors.

. Diligently proctored tests for multiple university professors.

Program Manager (2004 to 2007)

. Chosen for newly-created position to support Program Director by

conducting extensive research, creating documents and presentations,

and steering cooperative business operations between branch office and

university.

. Applied sharp administrative tasks toward managing student enrollment

records, registering new students, processing tuition payments, and

using Banner and Oracle applications to investigate and respond to

financial aid inquiries.

. Provided tutoring to students and proctored tests for multiple

university professors.

. Initiated class evaluation process to gain student insight regarding

instructional performance, vital to maximizing student engagement and

academic outcomes.

. Actively promoted university through media outlets to boost admissions

by 15%.

. Researched new Nursing, Associate, and Teaching programs to gauge

student and professor interest and recommend strategies for

improvement.

. Analyzed competing universities' programs, presented findings to Dean,

and collaboratively facilitated program expansion.

Education

MASTER OF ARTS, INTERDISCIPLINARY STUDIES HISTORY / SOCIOLOGY

Western New Mexico University, Silver City, NM

Bachelor of Science in History

Western New Mexico University, Silver City, NM

Professional Development

THE NATIONAL TUTORING ASSOCIATION, 2014

Professional Tutoring Certification: Elementary through Post-Secondary

Graduate

Mastered skills in Bloom's Taxonomy, Learning Styles/Study Preferences,

Culture Competence and Peer-Led/Online Tutoring.

The National Tutoring Association, 2014

Academic Coaching Certification

Courses emphasis in Directive and Facilitative Coaching, Motivational

Mechanisms, Assessment Methods, and Time Management.

The National Tutoring Association, 2014

Trainer

Trained to Rework Existing Curriculum, Provide Principles of

Leadership/Management, Ongowing Professional Growth, and Quality Staff

Selection.

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