Customer Service Training
Resume:
Shauna Guillen
Phone: 252-***-****
************@*****.***
Education:
Liberty University, Lynchburg, VA
MA-Master of Arts Human Services/ Relations Counselor: Executive Leadership
Major: Counseling (2013)
Barton College, Wilson, NC
BA-Bachelor of Art
Major: Education
Cognate: Business Administration/Social Studies (2009)
Wilson Community College, Wilson, NC
AA-Associate of Arts
Major: Business (1998)
Professional Experience:
Recruiter/ Marketing Representative (2012 to 2015) The Kai Thai Academy
Lead recruiter for Academy
Encourage/motivate creative thinking and team cohesiveness, monitor day to day recruitment and enrollment activities for student focus groups
Develop effective strategies, work collaboratively with outreach and feeder schools/academies
Utilize all resources, communication outlets, marketing, social media, popular news feeds and various technology
Successfully developed and implemented recreation activities and classes
Explained, developed, and administered the school’s program and class budgets for each quarter
Responsible for all payment transactions and cash management
ML Counterparty Risk Mgmt / BC Loan Ops Processing Specialist II (2011 to 2015) BB&T Operations
Performed appropriate quality control, maintained and compiled daily statistics
Successfully supervised daily balancing, monthly financial reports, and cash drawers at various locations
Processed new applications and performed non-monetary maintenance where required/requested on existing accounts, documentation review, data entry of new accounts and non-monetary maintenance, queue management, verification, responsible for audit checks
Provided quality customer service to branches and related departments using established communication guidelines and forms, communicated with all functions of the Bankcard Operations Production unit, internal areas, Banking Network to ensure timely, accurate, and efficient processing of all requests received
Participated and assisted with cross training within the department, maintained written procedures for work processes, responsible for training new employees, accounts payable and receivable supervisor
Interpreted operating procedures applying to recurring problems and recommend changes as appropriate, assisted with implementation of new processes and procedures, assisted with problems proving to be more complex, completed special projects as assigned
Developmental (Behavioral) Therapist (2010 to 2015) Home Health Management
Provide psycho educational interventions and personal care and/or respite to clients and client families
Provide social skills training, management and monitoring of behavioral point systems, behavioral contracting, conflict resolution and skill training, anticipatory guidance, life space interviewing, training and assisting in activities of daily living
Coordinate opportunities for recreational outlets
Teach and coordinate workshops on successful interventions for families and children
Provide functional guidance, training, support, and assistance to lower level staff
Prepare standard reports to track workload, responses, time and quality of in put
Assist in planning and implementing department goals and make recommendations to management to improve efficiency and effectiveness
Computer Skills/Technology Instructor (2005 to 2011) Wilson County Schools (John Wesley Jones)
Coordinated scheduled lessons, knowledgeable and competent in teaching the SCOS, integrating technology as an integral part of teaching to support school curriculum,
Professional development, workshops, leadership committee, collaborated and maintained positive relationships with colleagues, students and parents to foster an environment of support
Educated students in computer related concepts, basic software use and differentiated skills
Special planning, activities, projects, curriculum design & development, interactive learning, student motivation, use of technology to teach 21st Century skills
Guided/counseled students with adjustments or academic concerns/ academic student support assistant programs/developed workshops, forums, conferences and events
Tutored, mentored/advising at risk students/teens, student assessments/testing
Responsible for troubleshooting, upgrades, installations, and approvals for new software
Utilized various computer software programs to enhance instruction in content area needed
Project Director, Student Support Services Counselor (2002 to 2005) OCC Community Center (college)
Planned, organized, coordinated and directed program activities and events/ coordinated activities designed to promote program recruitment efforts, conducted training sessions and various workshops
Represented the program at feeder high schools, colleges, and organizational meetings, assisted when needed in financial aid department, student advising, academic advising
Provided referrals and informed students, staff and the community about different programs
Provided data for institutional research; performed follow-up studies and evaluations of program services, explained college, program procedures and career services
Evaluated the needs, interests, abilities, achievements, and aptitudes of program participants; made recommendations to assist the college in fulfilling its obligation to students
Prepared reports and assisted in developing program policies and goals
Pharmaceutical Manufacturing Supervisor/Operator (2001 to 2004) Omnicare of Carolina
Knowledgeable in cGMP’s/FDA
Responsible for the manufacturing of pharmaceutical tablets and capsules for commercial distribution and clinical trials
Operated manufacturing processing equipment; conduct job specific training to other operators, and provided technical expertise in several manufacturing technologies
Trained new employees with batch records and training materials in accordance with FDA current Good Manufacturing Practices
Packaged materials and products manually, inspect packing lists for accuracy, and coordinated STAT deliveries, auditing and approving final release of products, trained new employees, development/completion of special projects
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