Laura Fefferman

**** * ********* ***, **** *, Milwaukee, WI 53211, United States

Home: 414-***-****, adugvu@r.postjobfree.com

Summary Customer service professional offering more than 5 years of diversified experience in a call center environment. Excellent communication and problem solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Employment Potawatomi Hotel & Casino, Milwaukee, WI. 2018 to 2022 Guest Relations/Call Center Representative

• Provided Customer Service, answered questions regarding everything to do with the property including casino games, theater, restaurants, hotel, spa, tax information, etc.

• Arranged hotel reservations for guests, took sensitive information, provided confirmations.

• Fulfilled hotel guests needs regarding amenities, issues with rooms, wake up calls, housekeeping, etc.

• Contributed additional training, answered questions with newer staff as they learned procedures.

Captel Inc, Milwaukee, WI. 2017 to 2017

Captioning Assistant

• Captioned phone calls for people who are deaf/hard of hearing using Dragon Software and multitasking with voice, editing and foot pedals. Woodlands East/Woodlands School, Milwaukee, WI 2014 to 2016 Teacher Assistant

• Managed all Teacher Assistant duties including, teaching small groups and individual students (both resource and inclusion), taking charge of classes when the teacher was out, general assistant duties, discipline and monitoring of students, substitute teaching when necessary.

• Fully in charge of special education department when main teacher resigned suddenly for several months: all aspects of special education department, wrote IEP's, held meetings, developed student folders & checklists to insure each student was seen per their IEP. Continued many of these duties when the new teacher was hired.

Milwaukee Scholars Charter School, Milwaukee, WI 2011 to 2012 Special Education Teacher

• Controlled all aspects of Special Education/Resource Room & Inclusion teaching in a Cross Categorical K4 5 Charter School setting.

• In charge of writing, implementing, & enforcing students IEP goals, accommodations, scheduling, and progress in order for students to have a successful learning environment, according to state & federal guidelines.

• Designed and applied curriculum in several different subject areas

• Frequently met and established open lines of communication with Parents and Staff regularly to insure progress with students IEP goals, and other educational matters.

Catapult Learning, Milwaukee, WI 2008 to 2009

Title 1 Teacher

• Taught Title 1 students in direct service in a Private High School Setting

• Responsible for all Title 1 paperwork, testing, goals and accommodations. Milwaukee Public Schools, Milwaukee, WI 2004 to 2008 Special Education Teacher

• Responsible for teaching and working in direct service with LD/EBD/CD Cross Categorical High School students in a Public High School Setting.

• Designed and applied curriculum in several different subject areas

• In charge of writing, implementing, and enforcing students IEP goals, accommodations, scheduling, and progress in order for students to have a successful learning environment, according to state & federal guidelines

• Organized and implemented students' behavioral plans including FBA/BIP, Central Office Hearings, In School Suspensions, and Detentions for IEP students.

• Frequently met and established open lines of communication with Parents and Staff regularly to insure progress with students IEP goals, and other educational matters.

Various Religious Congregations, Various 2002 to 2011 Teacher / Youth Director

• Taught appropriate Language Development and Rituals, Multiple grades

• Organized all coordination, budgeting, staffing, and direct service for a wide range of teen youth programs

Stroum Jewish Community Center, Seattle, Washington 1997 to 2002 Youth Program Coordinator

• Controlled all organization, coordination, staffing and supervision, marketing, budgeting, public relations, touring and traveling, family communications and direct service for a wide range of youth and teen programs.

• Supervised programs for all school breaks/off days, weekends and summer camps.

Mercury Networking, Inc, Seattle, Washington 1996 to 1997 Administrator

• Responsible for administration of office in a computer networking company

• Managed Message Center phone work, scheduling, fax/printing/copying, email/voice mail, word processing

• Organized Accounting/Bookkeeping including payroll, accounts payable, accounts receivable, client invoicing, aging status, bank reconciliation, preparation of quarterly taxes, excise taxes

• Special projects Trade Show coordination, marketing, project management Congregation Sinai, Milwaukee, Wisconsin 1991 to 1996 Administrative Assistant / Vice Principal

• Implemented children's and family education programs

• Supervised school office and managed school in Director's absence

• Programmed retreats and overnights

• Fulfilled administrative duties including: ordering books and supplies, organizing school registration and report cards, developing forms for school procedures, and managing collection and distribution of charity funds Education Cardinal Stritch University

MA Special Education

University of Wisconsin

BA Sociology

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