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Customer Service Manager

Spring Lake, North Carolina, 28390, United States
January 02, 2017

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Maria L Smith


Master of Science, Post Secondary (Adult) Technical Education

The University of Akron, Akron, OH 12/03

Concentration in Instructional Design/Technology

Teaching Internship: University of Akron, Wayne College, Introduction to Microsoft Office Fall, 2003

Cumulative GPA: 4.00/4.00

Bachelor of Science, Aviation Business Administration Embry-Riddle University, Daytona Beach, Florida 1988

Cumulative GPA: 3.29/4.00

Work Experience

CTE Business/Technology Teacher, Chatham County Public School System, 8/2016-Present

Teaching Introduction to Computer Science and MS Word & PowerPoint to grades 9-12

Create dynamic lesson plans to deliver material to a wide range of learning styles and academic abilities.

Create a Coding Club and advise that club. Bring in computer science professionals to share their knowledge of coding with students.

CTE Business/Technology Teacher, Wake County Public School System, 12/12- 5/2016

Presented at CTE Summer Conference (July 2015) to educators from around the state on “The Power of Partnerships” (100+ took part in my talk)

Instructs students in grades 6-8 in the areas of Business, Finance & Information Technology

Leadership Roles: Career Technical Education (CTE) Department Chair, Career Development Coordinator, CTE Testing Coordinator, Grants Coordinator, Adviser Coding Club, Adviser NJROTC, Co-Advisor FBLA, PTA Hospitality Chair

Serves and/or leads on the following committees: Leadership Team, STEM Partnership Council, Coordinator, STEM Committee, Positive Behavior Support Team, School Improvement Team, Library Media and Information Technology

Created and now coordinates the ECMS business alliance, forming over seventy community, corporate and post-secondary partnerships that brings human and financial capital to ECMS; link to a You Tube video that Wake Education Partnership created about our school’s business alliance:

Serving on DPI CTE test validation committee, September, 2015

Presenting to MS CDC group on how to create a strong business alliance

Secured free home computers for every student that did not have one through a partnership with the non-profit Kramden;

Created Coding Club that teaches more than 65 students computer programming skills through corporate partnerships with SAS and Red Hat; Link to video created by Red Hat featuring our club:

Coordinated a school-wide DonorsChoose campaign that netted over 14K in private donations;

Secured over 40K in technology donations through corporate partnerships with SAS, Red Hat, IBM and Mulkey Engineering and other corporate partners;

Instrumental in bringing the Project Lead the Way curriculum to ECMS, which resulted in a major influx of technology and professional development for one member of my department;

Create dynamic professional development training sessions to share with teaching peers both within my own school and at the county level

Professional Development Coordinator, Community Action Wayne/Medina, Wooster, OH 7/07 – 12/2012

Developed both individualized and group training programs, seminars and online courses for staff

Responsible for training, event planning and coordination

Administer $70,000+ training budget

Assisted staff in fulfilling the educational requirements in their Professional Development Plan

Assisted staff with online course completion and testing, informing them of the rules of testing and answering any questions regarding the test

Tracked and maintained training and testing data in software system

Provided facilitation support for projects and team meetings

Worked cooperatively with supervisors to create Individual Development Plans for each employee

Worked cooperatively with agency directors and managers to revise New Employee Orientation


Worked collaboratively with other area non-profits and government agencies to offer area-wide training

Obtained qualified instructors and negotiated contracts

Worked with staff to create Communities of Learning/Practice

Examined and evaluated online course and learning management systems

Developed and carried out staff training needs assessment annually; evaluated survey data and wrote summary reports with recommendations

Collaborated with staff trainers, who had varying levels of technological skills, to develop training

Housing Services Manager, Community Action Wayne/Medina, Wooster, OH 10/03 – 5/06

Promoted to manage Housing Department that includes a 15 person staff

Managed two constructions crews that complete over 80 jobs annually

Maintained warehouse facility and inventory

Program Manager responsible for program planning, grant development, accounting, financial

reporting and community outreach and collaboration

Responsible for obtaining and managing approximately one million dollars in a combination of

Federal, State and Private sector grant monies

Familiar with grant compliance guidelines, including outcomes evaluation and measurement and


Prepared reports, oversight response letters, budgets, performance reviews and other documents

Issued construction and acquisition contracts Managed these contracts to ensure compliance

Communicated both orally and in written form with high level state program employees, agency

and utility company directors

Presented informational programs and briefings to agency board of directors and various

community organizations

Conducted needs assessments

Conducted many public presentations for community organizations regarding programming

information and policies

Presenter for “Train the Trainer” class 12/04

Ran marketing campaigns to publicize programs to community

Energy Education Specialist, Community Action Wayne/Media, Wooster, OH 3/02 – 10/03

Program Manager of a $242,000 Annual State of Ohio grant from the Office of

Energy Efficiency within my non-profit agency

Responsible for operational and financial management of the grant

Prepared financial reports and invoicing for the state grantor

Familiar with grant compliance guidelines, including outcomes evaluation and measurement and


Prepares reports, oversight response letters, budgets, performance reviews and other documents

Communicated both orally and in written form with high level state program employees, agency

and utility company directors

Presented informational programs and briefings to agency board of directors and various

Community organizations

Program Management duties include:

oClient recruitment and direct interaction with grant recipients

oParticipation in State Policy Board activities for Energy grants

oAdminister State program compliance functions

oCollaborative developer of educational programming technologies that were adopted statewide

oCrafted adult educational materials, training plans and supporting technologies

Call Center Customer Service Representative, Web MD, Twinsburg, OH 10/99 - 7/01

Provided customer service assistance to over 450 hospitals and independent medical offices nationwide who had problems with the operation of their medical software

Problem solver / relationship builder / analyzer

Earned "Employee of the Month" award for excellence in Customer Service

Adjunct Faculty, Bohecker’s Business College, Ravenna, OH 8/99 - 5/00

Instructed diverse base of adult students in business math allowing them to develop fundamental skills needed for effective office employment and further study

Administered, proctored and scored tests

Provided students with testing guidelines and answered student questions regarding test

Ensured best possible testing environment for students and monitored students during testing to prevent cheating

Maintained and tracked test results and recorded results in grade tracking software system

Created lesson plans, designed syllabus, developed audiovisual materials to compliment a training model, designed tests and assessments

Tutored at risk students individually as needed and counseled to retain

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