Customer Service Quality Assurance

JAMES A. BELL

*** ******** *****

Elyria, OH ****5

Phone 440-***-****

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

OBJECTIVE:

Highly motivated and goal-oriented individual pursuing an occupational opportunity

through which to maximize my experience in Education and Social Services, which

includes teaching; program development; supervision; direct services; consumer

relations; and staff development responsibilities.

EDUCATION:

• University of Akron, Akron, OH, May 2014.

Master of Science, Technical Education

• Cleveland State University, Cleveland, OH, June 1999.

Bachelor of Arts, Sociology

EXPERIENCE:

Lorain County Community College, Elyria, OH. Sept. 2014 - Present

Instructor:

• Adult Basic Literacy Education, Transitions and Distance Education

• Lesson design, implementation and instruction.

• Proficiency in communication both verbally and in writing.

• Use multiple instructional methods which accommodate varying learning styles.

• In-depth ability monitoring, assessing, and remediating student performance.

• Building good working and learning relationships with diverse students and

administration.

• Incorporates technology into classroom instruction.

• Engages students in cooperative learning.

• Curriculum design

• Implements adult learning andragogy.

• Sound knowledge of human behavior and student learning and motivation.

Lorain County Community College, Elyria, OH Jan. 2014-Aug. 2014

Teacher Intern:

• Assisted the classroom instructor with curriculum planning and lesson instruction.

• Provided methodology for incorporating technology into daily classroom

instruction.

Cleveland Plain Dealer, Cleveland, OH, 2008 - 2015

Independent Contractor:

• Sales and distribution of newspaper.

• Customer service and quality assurance.

Anthony Wayne Services, Inc. Cleveland, OH 2005 - 2008

Consumer Advocate:

• Assisted consumer with developmental disabilities with benefits maintenance,

health care, and income.

• Demonstrated living skills within the home.

• Assured community inclusion and participation.

• Advised in making life decisions and helped consumer achieve living goals.

Dungarvin Ohio, Inc, Rocky River, OH 2003 - 2005

Lead Support Professional:

• Provided case management for individuals with developmental disabilities.

• Team leader of supportive living homes.

• Developed staff schedules and staff development.

•

Koinonia Homes, Inc. Independence, OH 1996 - 2003

Supervisor/Trainer:

• Salvaged company accounts by taking lead and implementing corrective actions.

• Supervised supportive living homes.

• Assigned duties to team members.

• Generated weekly staffing schedules.

• Ensures implementation of consumer service plans.

• Conducted new employee training and on-going staff development.

Communication and Documentation:

• Lead team meetings.

• Directed flow of information through team structure.

• Participated on Human Rights Committees to establish Consumer Behavior

Support Plans.

• Maintained departmental, consumer documentation.

• Ensured confidentiality, compliance with HIPPA regulations.

Burns International Security, Cleveland, OH 1994 - 1996

Security Guard:

• Provided loss/prevention for client Alamo Rent-A-Car.

• Customer service and quality assurance.

Skills:

• Ability to utilize computers with understanding of Windows environment

including use of Microsoft Office.

• Knowledge of Web 2.0 tools to incorporate technology into educational and non-

educational platforms.

REFERENCES FURNISHED UPON REQUEST

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