SHELLEY C. WATSON

***-** *** ****, *******, NY **434 646-***-**** adq5uu@r.postjobfree.com

PROFILE STATEMENT

Motivated, personable business professional with 15+ years of experience as a Customer Service Specialist. Diplomatic and tactful with professionals and non-professionals at all levels. Demonstrated history of producing accurate timely reports, meeting stringent guidelines and deadlines. Flexible and versatile; able to maintain a sense of humor under pressure.

PROFESSIONAL EXPERENCES

Substitute Teacher Bethel Christian Academy, Queens Village NY 2019-Present

Designed new lessons, which enhanced learning engagement by 12% for previously falling students.

Implemented 16 new hands-on games and kinesthetic activities leading to implementation by the regular teacher.

Engaged students, developing team-building activities that enhanced students’ motivation by 36%.

Effectively incorporated digital technology into learning instruction using SMART boards.

Adhered to strict school policies and procedures for students with disciplinary issues.

Senior Executive to CEO Clear Thru Building Maintenance Inc. NY. 2003-2019

Successfully restructured the entire organization, by transforming 5 divisions into 2 streamlined business units with complementary products offerings.

Effectively liaised between 20 member staff, 100+ volunteers and the CEO of 150+ member congregation; proactively resolved any membership issues and exercised tact, diplomacy and discretion in all written and verbal communications.

Fulfilled all executive assistant duties for four top executives in an international firm. Managed complex calendars, facilitated communication and logistics.

Tasked with saving time for all top-level executives. Saved each an average of 15 hours per week, which translates to $30,000 a week at current salaries.

Supported executives with project support, data tracking, and administrative tasks. Frequently commended for quick-thinking and resourcefulness.

Customer Service Representative VERIZON NY 1981-2003

Resolved an average of 750 inquiries in any given week exceeding weekly targets by 30%.

Assisted hundreds of clients daily via email, phone, and in person; responsible for directing clients to appropriate department and answering all general questions.

Demonstrated outstanding problem solving and active listening skills by successfully diffusing volatile customer situations that resulted in the retention of its business and a personal letter to the president of Verizon.

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Viewed as an “exceptional team player” and also acknowledged as a “Total Quality Customer Service Professional”.

CORE COMPETENCIES

Communication Skills Time Management Problem-solving Research Skills

Organizational Skills Attention to Detail Analyzing Information Resolving conflict

Team Building Strategic Planning Multi-Tasking Project Management,

Accounting/Bookkeeping, Report Preparation Front-Office Operations,

EDUCATION

DBA, Business Admin, Southwest University 2019-Present

MS in Organizational Leadership, Nyack College 2006-2008

Pursued a passion for Organizational Leadership and Strategic Planning

Excelled in Leadership theory, Decision-making and Conflict management.