Customer Service United States
Resume:
Maggie Kettlewood
Customer Service Coordinator
Hockessin, Delaware, United States
************@*****.***
WORK EXPERIENCE
Customer Service Coordinator
Capital One
West McLean, Virginia, United States
*1680 Capital One Drive, McLean VA 22102
*Supervisors: Toni Leubki, Kelsey O' Mallory, Nicole Bell
*Customer Service Coordinator
*Given the opportunity to be the Mission Ambassador, engaging employees in all aspects of Capital One's mission
*Selected for the Knowledge and Excellence Team to coach and mentor peers experiencing productivity difficulties and train new hires
*Participated in company program to cross-train in all departments
*Receive and resolve incoming customer calls for standard issues and changes to accounts and evaluate issues for Supervisor escalation
2002-2004
Lead Teacher 4 Year Old Classroom
Green Acres Pre School Child Care
Odessa, Delaware, United States
*Created, implemented and documented the efficacy of lesson plans for the class
*Conducted testing and assessment of students for ascension to Kindergarten
*Hosted parent conferences to foster partnerships for the development of students 2000-2002
Quality Manager
First USA
United States
Seek out and investigate service delivery failures in collaboration with Quality Managers and Trainers then participate in education measures to eliminate them
June 1999-January 2000
Monitor and evaluate individual customer service representatives
Rapid Response and Resolution Unit
United States
Jun/1999-Jan/2000
*I was selected for a special opportunity to co-pilot an experimental task force. Our mandate was to set standards and create policy changes to improve the processes involved in the resolution of customer and account related issues and to facilitate the roll out of these creative solutions to all other areas and departments of the bank January 1999-June 1999
Customer Service Representative
*Receive and resolve incoming customer calls for standard issues and changes to accounts
*Evaluate issues for Supervisor escalation
May 1998-October 1998
Public Relations Manager Patient Advocate
Chiropractic Life Center
Wilmington, Delaware, United States
*6 Sharpley Road, Wilmington DE 19803
*Supervisor: Karen Johnson
*Public Relations Manager / Patient Advocate
*Duties relevant to Public Relations include: Organizing community events, Networking with local businesses and consumers and assisting with administrative tasks as needed
*Duties relevant to Patient Advocate include: Supervise patient education and the administration of therapies, Conduct patient surveys and office campaigns to promote the facility and products, Conduct patient educational workshops and organize lectures and education for staff and doctors 1994-1998
Resident Care Technician
Mary Campbell Center
Wilmington, Delaware, United States
*Responsibilities
*Personally facilitate the activities of daily living for upwards of 20 residents experiencing physical and/or cognitive impairments
*Track, implement and document care plans regarding physical, psycho-social, speech, and occupational therapies EDUCATION
-1988
Diploma
James H Groves High School
United States
James H. Groves High School, Delaware: Diploma 1988 College classwork including Sociology and Writing
SKILLS
Customer Support/Service Coaching Mentoring Conferences Lesson Plans Testing Service Delivery Activities of Daily Living (ADLs) Administrative Skills Campaigns Patient Education Public/Media/Press/Analyst Relations Childcare Chiropractic Google Apps Sociology Microsoft Windows Operating System Microsoft Word Organizational Skills Training/Teaching Documentation Kindergarten Quality Management Customer Service Evaluation Product/Service Launch Process Improvement Policy Development Health Plan Occupational Therapy Documentation Plan Speech and Language Pathology Plan Meetings Event Management Educational Administration Microsoft Access Database
LANGUAGES
English - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
Contact this candidate