Customer Service Mental Health
Resume:
Paul Paro
Customer Service Expert
Milford, NH
*******@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Bibliographer
EBSCO Industries - Contoocook, NH
May 2019 to Present
• Use Access to compile reports for customers and internal staff
• Work closely with the International Sales team to identify customer needs, issues, and pain points for new services
• Meet customer needs from initial onboarding account to solving issues and processing orders
• Use Oracle CRM to enter and correct customer information for sales reference
• Issue critical reports to other CSB team members daily
• Assist customers with new services, program updates, software issues and other issues as needed
• Train new CSBs in proper procedure and software use Executive Assistant
Operation Delta Dog - Hollis, NH
July 2018 to May 2019
• Coordination of training, certification, and regulatory compliance for staff and organization
• Developed electronic and hard-copy filing system for >100 dog and veteran teams
• Oversaw communication with applying veterans, and coordination of interviews and meetings with training staff
• Coordinated build of new training center, including structural work, electrical, plumbing, and decorative work.
• Oversaw ordering and purchasing for kennels, office, and marketing
• Research of products for purchasing, veteran applicants, events, and sponsoring companies
• Processed reports on command detailing training results, veteran teams, and other data as needed
• Spearheaded application for membership in Assistance Dogs International
• Coordination, catering, and scheduling of events for graduate veterans, staff, and donating parties Program Coordinator
Language Bank - Manchester, NH
May 2015 to July 2018
• Increased fulfilled ASL/Deaf Services requests by 100% (80/month to 160+/month)
• Oversaw team of 50 ASL interpreters, including hiring, evaluation and review
• Processed 50+ translation requests each month
• Oversaw payroll for 250+ interpreters
• HR duties for 250+ interpreters, spoken-language/ASL/CDI/CART
• Processed monthly reports cataloging interpretation usage data, cost and revenue, OIG checks, and translation cost/revenue
• On-boarding of new clients, educated new clients about interpretation, priced appointments and projects for clients.
Deaf Services Assistant House Manager
Advocates, Inc - Framingham, MA
May 2009 to May 2015
• Taught independent living and safety skills to 12 disabled Deaf individuals
• Responsible for ISP goals for 12 individuals in residential and outreach programs
• Oversaw three staff members providing services for individuals
• Participated in yearly ISP meetings for individuals, presented collected data and suggested updates to yearly goals
• Monthly inspections for house safety and client home hygiene
• Taught community travel and safety skills to deaf-blind individual
• Taught job skills to Deaf individual, oversaw two 60+ day employment periods for Deaf individuals Assistant House Coordinator
Advocates, Inc - Waltham, MA
June 2011 to January 2013
• Set up new residence for individuals with disabilities, oversaw transition paperwork, modifications in housing structure and writing programs for new entries to adult services
• Taught ASL to clients to facilitate communication, client's fluency increasing from 3 signs to 100+ signs and ability to use complete sentences appropriately
• Oversaw performance of six full time staff and numerous part-time staff, including scheduling, training and review
• Oversaw medication for 4 clients, including providing MAP trainings, ordering of medications, and administering medications
Education
Bachelor of Science in Sign Language Interpreting
University of New Hampshire - Manchester, NH
2003 to 2009
Associate's in Arts Management
Green Mountain College
1997 to 1999
Skills
• 56 WPM (Less than 1 year)
• ADP (3 years)
• CPR (5 years)
• CPR TRAINED (Less than 1 year)
• DATABASE (3 years)
• Customer service
• Google Suite
• American Sign Language
• Payroll
• Data Collection
• Interpretation
• Developmental Disabilities Experience
• Office Management
• Microsoft Publisher
• Purchasing
• Employee Orientation
• Human Resources
Certifications and Licenses
Psychological First Aid
Present
FEMA Emergency Management
Present
FEMA Diversity Awareness
Present
Assessments
Written communication — Proficient
June 2018
Measures a candidate's ability to convey written information using proper grammar rules. Full results: Proficient
Filing & organization — Expert
June 2018
Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Expert
Scheduling — Familiar
June 2018
Measures a candidate's ability to cross-reference agendas and itineraries avoid conflicts when create schedules.
Full results: Familiar
Attention to detail — Completed
May 2019
Identifying differences in materials, following instructions, and detecting details among distracting information.
Full results: Completed
Cognitive ability — Expert
April 2019
Measures a candidate's ability to combine pieces of information to form general rules or conclusions. Full results: Expert
Typing — Highly Proficient
May 2019
Transcribing text using a standard keyboard
Full results: Highly Proficient
Management & leadership skills: Impact & influence — Highly Proficient April 2019
Measures a candidate's ability to adapt their leadership style to accomplish goals using rational or emotional appeal.
Full results: Highly Proficient
Customer focus & orientation — Proficient
April 2019
Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Proficient
Sales skills — Highly Proficient
May 2019
Using influence and negotiation techniques to engage with and persuade customers. Full results: Highly Proficient
Working with MS Word documents (intermediate) — Expert May 2019
Intermediate Word techniques, including the use of formatting, Track Changes, and Comments. Full results: Expert
Customer focus & orientation — Proficient
June 2021
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
June 2021
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
Life Scout, Boy Scouts of America
Skilled in interpreting English-to-ASL and ASL-to-English Proficient in use of Word, Excel, Powerpoint, Ultipro, ADP, Lingo database, Publisher and other software applications
Typing speed of 56 wpm
Fluent in ASL, Conversational French
First Aid/CPR trained (formerly certified)
Medication Administration Program (MAP) trained (formerly certified) Psychological First Aid (PFA) certified by NCTSN
Interests in fine teas and Edo-era Japanese woodblock prints
Contact this candidate