Paul Paro

Customer Service Expert

Milford, NH

ad35xe@r.postjobfree.com

603-***-****

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