Support Representative Customer Service

KEYONA WAGSTAFF

**************@*****.*** 443-***-**** Baltimore, MD 21201

Summary

High-energy Teacher with solid background educating students. Maintains organized and disciplined classroom environments devoted to student learning. Caring and compassionate in addressing individual student needs and promoting positive educational experiences.

Skills

•Differentiated learning techniques • Teaching, tutoring and counseling

•Behavioral/cognitive skills development • Learning assessments

•Mediation and advocacy talent • Online communications

Experience

Teacher Dayspring Headstart - Baltimore, MD 08/2020 - Current

•Built and strengthened positive relationships with students, parents and teaching staff.

•Differentiated instruction according to student skill level.

•Established and enforced rules for behavior and procedures to maintain order among students.

•Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities.

•Scheduled and held parent-teacher conferences to keep parents up-to-date on children's academic performance.

•Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.

•Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.

•Encouraged student critical thinking and discussion using variety of teaching techniques.

•Maintained positive classroom environments by reinforcing rules for behavior and relationship-building actions.

•Maintained safe, clean and organized classroom environment.

•Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.

•Attended in-service training and professional development courses to stay on top of policy and education changes.

Chat Support Representative Lyft - Baltimore, MD 01/2019 - 05/2022 • Answered questions from customers that came in through the company's online chat feature.

•Used various skills to resolve problems in reasonable amount of time.

•Walked customers through online demonstrations to support better understanding of product features.

•Corresponded with customers daily, effectively building outstanding skills in writing.

•Answered customer questions and resolved concerns quickly to maximize satisfaction.

•Answered customer questions and addressed concerns resulting in reduction in customer complaints.

•Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.

•Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.

Office Assistance / Open Arms Daycare-Baltimore, MD/ 2018-2019

coordinates a variety of clerical responsibilities such as filing, copying, answering phones, accessing or entering information on computer terminals, providing information, labeling, preparing and distributing mail outs and preparing memos.

Attends the workplace regularly as per the defined work schedule and reports to work punctually.

Working hours may include evenings, holidays or weekends depending on deadline requirements and special events.

Completes all required training and professional development

Participates in the development of outcomes, monitors assessment of those appropriate outcomes, and assists in the development of plans of action for improvement based on the assessment of those outcomes.

Performs other duties as assigned.

Ability to communicate effectively, both orally and in writing,

Demonstrated experience in providing quality customer service.

Demonstrated experience concentrating on detailed tasks during numerous interruptions.

Capacity to listen and respond to individual’s questions and concerns.

Ability to perform and excel in a high-tech all-digital environment.

Proficient in the use of e-mail, word processing, spreadsheet, database, and presentation software and use of the Internet to access data, maintain records, generate reports, and communicate with others.

Education and Training

Baltimore City Community College Baltimore, MD Expected in 12/2022

Associate of Applied Science: Childcare

Joppatowne High School Joppa, MD 06/2012 High School Diploma

Baltimore City Community College Baltimore, MD

Secretarial Studies And Office Administration

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