Call Center Operations

ARMANI ALCANTARA

*********.******@*****.*** 332-***-**** Hazleton, PA 18202

Summary Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Skills Staff Training

Emergency Response

Call Center Operations

Records Management

Documentation and Reporting

Learning Skills Development

Innovative Lesson Planning

Detailed Instruction

Schedule Management

Classroom Management

Relationship Building

Positive Reinforcement

Experience Career Preparation Instructor 05/2023 - Current Keystone Job Corps Center Drums, PA

Developed engaging and informative lesson plans that incorporated multiple learning modalities to help students grasp complex concepts. Built and strengthened positive relationships with students, parents and teaching staff. Created lesson plans and chose supporting materials to promote positive learning experiences. Planned and implemented lessons using various teaching strategies to meet diverse student needs.

Performed assessments focused on long and short-term student needs to develop individualized education program.

Remained calm and patient in student interactions to support individual growth and development.

Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.

Attended meetings, training and activities to enhance skills and credentials. Prepared instruction through lesson plans to address student's assessed needs, goals and objectives.

Evaluated performance of students and made provisions to meet learning needs. Residential Advisor 07/2022 - 05/2023

Keystone Job Corps Center Drums, PA

Advised and referred students to appropriate resources in personal, social and academic matters.

Coordinated, planned and supervised hall gatherings and functions to promote and increase social skills among students.

Participated in room choosing, orientation, maintenance, room change requests and opening and closing of residence halls.

Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.

Communicated with staff to resolve problems with individual students. Answered telephones and routed calls or delivered messages. A

A

Observed students to detect and report unusual behavior. Collaborated with counselors to develop counseling programs that addressed student needs. Security Officer 11/2020 - 06/2022

US Security Care Philadelphia, PA

Addressed problems quickly and reported clear information while working under minimal supervision.

Guarded restricted areas to prevent unauthorized entry. Monitored premises and recorded activity in daily officer reports. Secured personnel and premises by inspecting buildings and patrolling property. Identified suspicious activity to determine appropriate response. Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.

Maintained high levels of alertness throughout shifts. Reported safety hazards for remediation response.

Warned persons of rule infractions or violations and evicted violators from premises. Supervisor 10/2018 - 03/2020

Command Security Corporation WEST HAZLETON, Pennsylvania Monitored employee productivity to provide constructive feedback and coaching. Complied with company policies, objectives and communication goals. Coordinated employee schedules according to shift changes and availability. Established and enforced clear goals to keep employees working collaboratively. Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Education and

Training

High School Diploma 06/2015

Hazleton Area High School Hazle Township, PA

Languages Spanish:

Professional

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