Patricia

Brophy

Customer Service,

Clerical work, Cashier,

Instructional Aide

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

Rancho Cucamonga, CA., United States,

917011

ad4f3c@r.postjobfree.com

909-***-****

To sum it up all of my life's experiences

including my work experience and some

very difficult personal chllenges including

almost losing a child who sustained a life

altering near death experience. My oldest

son broke his neck with the exact same

injury as the actor Christopher Reeves

when he was 19 years old. We nearly lost

him, and he was faced with the very real

probability of either dying, or becoming a

quadraplegic. With God'shelp and a very

good doctor and many surgeries, my son

is still with us. That was a challenge that

our family has faced together and we

were blessed that he is not paralyzed and

he can walk again. We have all learned

how precious life is and we take nothing

for granted. I have had different work

experiences that lend me to being up to

any challenge in front of me. I have years

of customer service skills, dealing with

people with all types of persoalities, I

have been a cashier even more times that

I have listed here in my wok experience,

When I was younger and when my sons

were younger children, I was a cashier at

Honeywell Corp. for the employees who

worked there in their cafeteria, also at the

Sizzler restaurant, and at Del Taco. I didn't

list those in my work experience because

they were when I was much younger and

to be honest, I can't remember the exact

dates when I was employed there. I may

be older, but I have the experience and

the knowledge and personality that any

employer would be happy to call me one

of their emplyees.

Professional Experience

Reservation Sales Agent

Amtrak National Passenger Railroad September 1998 - May 2006 As a reservation sales agent I worked in a call center fielding non- stop phone calls regarding local and cross crountry trips. This involved booking thet type of passenger such as if they were a disabled person, a child, a senior or an adult passenger. It involved the verbage that as an agent that we were required to tell the cusomers about how much baggage they could take, and the size and weight of each bag. Also to explain our exchange and refund policies were once they purchased their tickets. We had to deal with all sorts of issues that would arise and use patience and problem solving skills to keep the customer advised and happy. We had calls that were about train status which meant where a particular train was at a given time on it's route. Many times especially during the winter due to weather conditions such as rainfall, floods and snow in certain parts of the country trrains could be delayed, and sometimes for very many hours of time. Unhappy customers and sometimes irate people were when patience and problem solving on the part of the agent were very important. Modifying and changing reservations were also part of the job and often customers were not happy because if they changed a travel date the cost could be higher. The reason for this was as the rain filled up, the cost would be higher. During times when there were delays or problems along the train routes causing the volume of calls to go up, sometimes I would get to work and there would be over 300 callers on hold. That meant a longer wait time for customers to speak with an agent, and for the agents pretty much during your shift it would be non-stop calls from some not happy customers. It took a type of person doing this job to not take it personally no matter how upset or angry the caller might be. My first call that I took after my father had passed way was a person who just immediately started cussing me out even before I had a chance to even speak a word. Believe me when I tell you tht as hard as hat was, I was actually ble to calm that person down and turn that call into a positive situation. To start with there was a thirty day classroom training and learning experience in order to even be given the chance to actual work the phones and start booking reservations. Then after that there was another thirty day time period that you worked on the floor making reservations, problem solving and all thejob required, and during that time you were on probation and under the direction of your team leader you could be fired for even the most minor mistake. It was quite an intense working environment . We also were supposed to try to up sell the customers who were riding in coach on a longer journey to try to see if we could get them to see the advantage to book a sleeping room versus staying in a seat in coach. For training purposes your team leader would record your calls and even cut into the line to discuss what they thought about your handling of the call they had just listened to.

Resource Room Instructional Aide/Clerk

Ontario Montclair School District September 1985 - June 1998 I was in charge of the Resource Room at an elementary school in Ontario CA. There were many books and book sets and materials that were stored in the resource room, for the purpose of the teachers to use as an aide to their classrooms to use along with their regular curriculum for their students. I was respoonsible for creating and using a check out nd return system so that all the the teachers were able to have the chance to use any of the materials that I had stored in that room. I also did purchase ordeers to order materials that were brought to my attention by the teachers or my supervisor, our Program Facilitator. I was her clerk and our office was located inside of the Resource Room. Under her direction I did many clerical duties such as doing purchase orders for supplies needed in our office, as well as materials for the resource room for the teachers and actually doing the necessary paperwork to secure substitute teachers for any teachers who were going to be gone for field trips or the 6th grade camp that would take place yearly at the end of the year for all 6th graders. I was also responsible for ordering the buses to carry the students and staff that were going along to chaperone during the week Key Skills

long camp. I worked directly with the camp director to arrange sleeping arrangements for each of the students. Along with that, I had to make sure that each student had a signed permission slip from their parents.I It was also my responsibility to manage the book room where all the the regular textbooks for the entire school at each grade level and the CAT tests were stored. During the time of the year when the CAT tests needed to go out to each grade levelin the entire school, I was the one who distributed them to each classroom. Then I would be asked by some of the teachers to help monitor the students while the testing was going on. The other thing that I did was to be responsible to bring any of our audio visual things such as; T.V.'s, overhead projectors, record players and the like as the teachers requested to have them brought to their classroom for their use. I also assisted the Program Facilitator withc checking in some of the new students ino the school and gettting them situated into their new classroom, and introduced them to their new teacher.

Cashier and Customer Service

Alta Dena Dairy Drive through September 1983 - August 1985 I worked in the evenings at a drive through Alta Dena drive through dairy. I was the only employee who was there on the evening shift and I served the cusomers who drove through to purchase their items. So, I would take their orders and retrieve what they needed from either the refrigerated section or the dry goods that were on display outside of the refrigerated section. I then would ring up their purchases on the cash register and make change for them. I was responsible for closing out the store at the end of the evening, and count out the total sales for that evening. The manager would then come by before I left to take the days earnings and lock up the store. It was my responsibility to make orders to replace inventory that we needed or were close to being running low on. I was also responsible to restock the items that would come in from the orders that I had made, or the orders that had been made from the daytime employee had made. The dairy eventually went out of business and condos were built in the spot where the dairy had once been.

Education

High School Diploma in General Studies & Cosmetology Glendora High School, Glendora, CA. 91740 September 1971 - June 1973 During my Junior year of High school I atteneded high school for half a day at Glendora High and at the same time I attended Citrus College for Cosmetology for the other half of the day. By doing both of these things, earned enough credits that I was able to garduate from high school an entire year early as aa Junior. So I got my full high school diploma one full year earlier as a Junior. So I graduated a year earlier in 1973 instead of the rest of my class, who graduated in 1974. I was engaged to be married during my Junior year, I got married in July 1973 and to this day I am still married to the same man for over 50 years! I have two adult grown sons who I am very proud of. I did not finish. I went for one year. in Cosmetology Citrus College, Azusa, CA. September 1972 - July 1973 Although I went to college for one year, I did not complete enough hours to get my certificate unfortunately.

Accomplishments

Typing at least 45 to 50 wpm,

cashiering, great customer service

skills, friendly, patient, and a happy

person to be around!

I have had many years of experience of dealing with customers in various situations, I have had years of clerical experience, I have had also had years of running a cashier and dealing with customers face to face and I am up to the challenge. I have raised two wonderful young men, one who is a highly decorated police detective. I am friendly, I have a good sense of humor and through the course of my life, I have learned how to deal with any type of people, including those who are not easy to get along with.

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