Carolin Mitchell

**** ********** *****

Nolanville, Texas 76559

512-***-****

adxnu7@r.postjobfree.com

Professional Summary:

Beginning second career at providing outstanding customer experiences. Over 20 years’ experience in classroom management. Leadership experience including several district/campus-wide teams, department chair and mentor roles. Previous professional experience includes jewelry merchandising, personal & commercial banking, and restaurant & catering service.

Highlights of Experience:

June 2022-Present, Customer Service Supervisor, AbbVie/Allergan Aesthetics, Austin, TX

Supervise teams of Customer Experience Representatives (CXRs) processing orders for AbbVie’s Eye Care products, Eye Care Samples, and Botox Therapeutic Samples.

Responsible for day-to-day operations of the contact center.

Hire, develop, and coach CSRs to increase customer satisfaction and productivity.

Develop training materials and train CXR agents in Botox Therapeutic Sampling and how to maintain compliance.

Develop materials and train CXRs for XEN compliance.

Develop and delivered training material for Alphagan, Combigan, Lumigan, and Restasis.

Foster relationships to increase perceived value of the Customer Service department.

Actively participate in discussions with product specific leaders to ensure consistent messaging and business processes.

Partner with Key Account Managers in the launch of pilot programs and new account creation.

Create Product Reports for Sales leadership and Product Managers.

November 2019-June 2022, CXR I/II/III, Allergan Aesthetics, Austin, TX

Change Ambassador

Team Lead

Trained New Hires

Handled high volume of inbound calls, cases, and orders.

Collaborated with senior agents to develop and update training materials.

Processed Samples Request and Acknowledgements of Receipt forms.

Created START Program orders for Residency Programs.

Created and managed a variety of Samples cases including license validation, damage & loss, MDM checks and Ohio TDDD.

Provided white glove experience for internal and external customers.

Crossed trained in Financial Services.

2019-2019, Teacher, Bastrop ISD

Developed and delivered 8th grade science curriculum to students ranging in abilities from students with special needs to gifted and talented students, at Cedar Creek Middle School.

2017-2019, Teacher, McDade ISD, Teacher

Taught multiple grade levels and courses at McDade Elementary School and McDade Middle School.

District and campus improvement committees

Science department leader and district mentor for FOSS

Mentor for new teachers

Teacher of the Year 2019

2001-2017, Teacher, Hays CISD

Taught multiple grade levels and courses at Hemphill, Carpenter Hill and Buda Elementary Schools as well as McCormick Middle School.

Classroom teacher and science department chair

Math Intervention Teacher and AIMS Web Manager

Leadership roles, including TAP teacher mentor, grade level mentor, team leader.

Training teachers in science related lessons for Region 13 education service center.

FOSS facilitator and science strategist/coach

2000, Case Manager, Goodwill Industries,

Supplied job readiness training and follow up training to young adults (clients) with and without disabilities.

Recruited clients from area high schools for training.

Recruited prospective employers for clients.

Tutored clients in need of basic math and language skills.

1997-2000, Teacher, Austin Independent School District

Taught multiple grade levels and courses at Joslin Elementary School

Campus Advisory Council

Partners in Education Coordinator and lead mentor teacher

Science Curriculum Specialist and Science Fair Coordinator

5th grade team lead

Education:

Walden University, Master’s in Science, Curriculum, Instruction and Assessment 2008

Concordia University at Austin, Interdisciplinary Bachelor of Arts 1997

Awards, Achievements & Certifications: (not a complete listing)

Hays Award for Commitment to Excellence 2001-2001

Wal Mart Teacher of the Year 1999

ESL Certification

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