Service Representative Special Education
Resume:
Sarah M. Michalski
Cedarburg, WI 53012
E-mail: **********@*****.***
WORK EXPERIENCE
Senior Fraud Analyst – BMO Harris Bank – Cedarburg, WI – February 2021 – Present
Sorting through high volumes of emails from three mailboxes that receive fraud referrals
Manage incoming requests by triaging them to various teams
Logging and tracking requests on the SharePoint website
Completing compliance courses and necessary documents according to banking standards
Fraud Support Associate – Fidelity Information Services – Brown Deer, WI – June 2019 – August 2020
Taking high volumes of calls from consumers, clients, and merchants on credit, debit and prepaid cards
Consistently using critical thinking skills and providing professional and prompt customer service
Meeting quality assurance and adhering to scheduling on a daily basis
Using resources to troubleshoot and appropriately resolve customer inquires
Documentation in and updating of fraud databases
Earning Employee of the Month and Top Performer as well as Exceeding Quality Assurance
Expanding overall knowledge of service and continuing growth through extended training
Library Circulation Aide – Cedarburg Public Library – Cedarburg, WI – October 2018 to March 2019
Maintain helpful presence at the main public service point for the library, circulation desk
Provide lending services and attending to return/reshelving of loaned items
Facilitate renewal of materials and complete patron fine payments
Provide search and reference services and alert patrons that inter library loan materials are available
Counting register at closing; working with daily cash totals, recording of cash intake, and distribution to appropriate entities
Maintaining a very positive report with patrons and volunteering proofreading services and assistance to elderly patrons with moving heavy materials
Sending faxes and copying library material for distribution; setting up welcome packets for new patrons
Creating new library cards and accounts for new patrons; assisting with all library opening and closing duties
Service Representative in Subpoena Processing - BMO Harris Bank T&O – Brookfield– April 2017 to September 2017
Researching various banking systems to locate documents responsive to subpoena and summons requests
Placing requests and facilitating record retrieval from several lines of businesses
Reviewing and assembling responsive documents and associated correspondence for shipment
Preparing billing and applicable fees and assisting in quality review to ensure proper responses are submitted
Ordering and archiving electronic documentation or physical documentation for eventual shipment to off site location
Contributing to the team and requestor satisfaction by completing and shipping out requests promptly and accurately
Service Representative in Image and Fulfillment - BMO Harris Bank T&O - Cedarburg, WI - June 2013 to April 2017
Performing processing and fulfilling transactions efficiently and effectively in accordance with bank standards
Resolving discrepancies in accordance with standard procedures/recording and verifying data for processing and further handling
Responding directly to standard inquires, instructions or transactions from internal business partners or other teams
Performing administrative tasks such as distributing/collecting documentation and information to or from other departments
Archiving historical documentation and reconciling activities on a daily or weekly basis
Contributing to customer confidence and satisfaction by ensuring transactions are processed accurately and on a timely basis
Private Tutor – Tutor Doctor – Cedarburg, WI – December 2013 – January 2015
Providing homework assistance to students of all ages at the home of the student
Supplementing homework with self-researched worksheets and learning guides
Interacting with parents to create a cooperative learning environment
Using a tutoring program to write student session reports and enter pending appointments
Service Representative – Harris Bank – Grafton, WI and Thiensville, WI – November 2010 – May 2013
Counting, sorting, and packaging currency and balancing cash drawer
Handling special services, maintaining cash supply, and overseeing security
Providing professional and friendly customer service and identifying customer needs
Performing administrative tasks and selling bank products and services
Supporting community involvement by participating in community activities
English Teacher – E. Bo-Young Talking Club – Sokcho, Republic of Korea – 2009 - 2010
Provided one-on-one and large group English language and grammar tutoring to children – 130 students
Tutored pre-elementary, elementary, middle school students, and adults
Selected English E-Bo Young Talking Club textbooks based on the ability and progress of the student
Studied Korean language, learned, and lived fully immersed in the Korean culture
Conference with Korean parents, dealt with classroom management issues and communication barriers
Student Teacher – Oshkosh West High School – Oshkosh, Wisconsin – Fall 2008
Provided instruction in Speech Communication in English II to 150 sophomores; 24 in English Honors II
Instructed in informative speaking, persuasive speaking, and debate
Assessed speeches, self-reflective essays, outlines, research checkpoints, and created final exam for persuasion
Implemented researching activities, debating sessions, and reading strategies
Created and taught lesson plans written according to system-wide Speech Communication standards
Co-taught two sections of English II with Special Education teacher and Special Education students
Student Teacher – Neumann Middle School – Oshkosh, Wisconsin – Fall 2008
Provided instruction in Language Arts to 66 sixth grade students
Provided instruction in Reading to 19 seventh grade students
Implemented reading workshops, whole group and individual learning activities, promoted positive student communication, and stressed relevancy to the English curriculum
Created and taught lesson plans written according to Wisconsin DPI standards
Worked independently with struggling students to achieve class goals
Utilized the idea of the Democratic classroom to foster self-created and cooperative learning
Library Technological Services Assistant – University of Wisconsin Oshkosh Forrest R. Polk Library - Oshkosh, WI – Summer 2008
Processed new materials and worked in Interlibrary Loans
Mailroom and mail distribution, shelving, organizing, periodicals intake
Peer Tutor - University of Wisconsin Oshkosh Multicultural and Student Support Services/Project Success - Oshkosh, Wisconsin – Fall 2003 to Fall 2008
Tutored one-on-one with Hmong student
Prepared student for teaching clinical experience as an Elementary/ESL teacher
Tutored students in general education courses
Proctored exams for peers with learning disabilities
Assisted peers in understanding of curriculum and subject areas
Composed class notes for peers
EDUCATION
Bachelor of Science in Education – January 2009
University of Wisconsin Oshkosh – Oshkosh, Wisconsin
Major: Secondary English Education (6-12) Minor: Speech Communication Education (6-12)
Overall GPA: 3.9/4.0 Major GPA: 3.9/4.0 – Summa Cum Laude
LICENSURE
Middle Childhood through Early Adolescence: English Education (73-300); Speech Communication (73-320)
AFFILIATIONS
Student Wisconsin Education Association member and Adjudicated forensics judge
Experience in LD, Policy, Public Forum debate judging,
Sigma Tau Delta, International English Honor Society and Debate Club member
HONORS
Dean’s List – 9 semesters 2003 – 2008
Suzanne Harriet Pearson Landes and James Hazelton Pearson Scholarship – Spring 2008
Stanley Larson Scholarship and Harriet Pearson Landes Scholarship – Spring 2007/2008
Stanley Larson Scholarship and Patricia Koll Scholarship - Spring 2006/2007
Nevin S. James Scholarship - Spring 2006
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