Customer Service Front End

Barbara Bartholomew

Mobile Telephone: 410-***-****

Email: ******************@*****.***

Address: Rapid Water Way, Glen Burnie MD 21060

Energetic multi-tasker with excellent interpersonal communication skills and twenty years’ experience in teaching English, customer service and administration in Australia, the UK, Japan, China, the UAE, Kuwait, Saudi Arabia and the USA SKILLS

• Excellent communication skills developed by teaching English with diverse students and colleagues in eight different countries over twenty years

• Confident customer service skills developed from experience in meeting high expectations of diverse students, parents and education managers, including more than one year retail experience in the USA

• Strong mathematical skills developed by working with numbers in grading systems, ordering classroom supplies and converting currencies

• Proficiency in MS Office & IT developed by writing lesson plans and creating materials, including PWPTs and graphics, for teaching English, familiarity with Microsoft Teams, Zoom, CIM, ACE, ZenDesk

• Capable time management developed from experience in setting goals and deadlines and multi-tasking skills for all aspects of teaching, including planning lessons, exams and academic counseling sessions

• Responsible and independent developed by living and working in eight different countries and generating my own client base in a freelance setting

• Teamwork developed from a strong liaison with colleagues to maintain consistent standards in school settings

• Positive and energetic attitude developed from a passion for teaching and motivating students to reach their full potential, and from creating a Japanese-level of customer service satisfaction in my retail experience in the USA

EDUCATION & TRAINING

11/1995 Bachelor of Arts: Modern Languages and Literature University of Western Australia – Perth, Western Australia including studies in German, Japanese, Linguistics and English Literature LANGUAGES English (native speaker), Japanese (Intermediate) German (Intermediate), Spanish (currently studying) LOCAL EXPERIENCE

03/2023 to 05/2023 Customer Service Representative (Temp. Role via K-Force Agency) The Arc, Chesapeake Central Region – Linthicum Heights, MD

• assisted clients with VoiceMails and calls through the Mitel telephone system

• guided clients through the set-up and usage of ZenDesk and the Evvie Portal and App.

• inputted and maintained accurate database of certification data (eg. First Aid and CPR) for clients’ carers 09/2021 to 09/2022 Cashier/Front End Associate

Walmart Stores – Glen Burnie, Maryland

• greeted and assisted guests with purchases and queries

• maintained an attractive and hygienic work space with regular cleaning

• regularly “accused” of being the happiest person in the store, thanks to ten years’ experience in Japan 10/2020 to 12/2020 Collections Support Officer (Temp. Role via Robert Half Agency) Lendmark Financial Services – Glen Burnie, Maryland

• greeted and assisted clients entering the office and calling by phone

• prepared reports, correspondences and transaction documentation

• recorded and filed documentation including lien documents and insurance notices on CIM database

• used Microsoft Teams, Zoom and other client support software systems INTERNATIONAL EXPERIENCE

10/2018 to 01/2019 English Language Teacher

Wintec International Technical College – Al Wajh, Saudi Arabia

• created lesson plans and delivered lessons for Foundation & Business Diploma students

• used IT in the classroom, including Google Classroom, projector and tablets

• invigilated and marked exams, assigned and graded homework

• provided academic counselling for students to improve confidence and skills 04/2018 to 10/2018 English Language Teacher

Lincoln Ministry of Health Program – Riyadh, Saudi Arabia

• prepared students for the British Council Aptis exam with a focus on skills work

• created and adapted lessons and materials for specific topics, including:

* medical terminology

* policy and procedure

* ethics and customer service

* quality and patient safety (OHS)

* employability skills for a clinical healthcare environment

• provided counselling for academic performance and exam skills 09/2017 to 01/2018 English Language Teacher

The Oxford Partnership – Sakaka & Arar, Saudi Arabia

• prepared students for the KET/PET exams with a focus on skills work

• created and adapted lesson plans and materials based on the New Headway series

• provided counselling for developing exam skills and academic performance

• participated in professional development workshops to maintain teaching skills 10/2016 to 09/2017 English Language Teacher

The Military Languages School – Subhan, Kuwait

• designed and delivered lesson plans across 30 levels via curricula of the American Language Course Placement Test for military personnel

• developed and presented workshops on visuals aids for language learning

• invigilated and graded student assignments and examinations 09/2015 to 06/2016 English Teacher

Military High School, SABIS – Sharjah, United Arab Emirates

• designed and delivered General English lessons to teenagers in groups of 30-35

• provided counselling for developing exam skills and academic performance

• invigilated and graded student assignments and examinations 11/2014 to 01/2015 English Language Teacher

SILC Business School, Shanghai University – Shanghai, China

• delivered lessons on English for Academic Purposes and Business English

• prepared students for IELTS exams via speaking and writing practice in class

• invigilated and graded exams and assignments

12/2013 to 10/2014 Foreign Trainer

Wall Street English – Shanghai, China

• delivered General English lessons to teenage and adult students

• provided counselling for both developing exam skills and academic performance

• designed and conducted activities for Social Club classes based on topics relevant to Western Anglophone culture to improve real-life communication skills 12/2011 to 12/2013 Freelance Private English Tutor Self-Employed – Hook, Hampshire, South-East UK

• built client base from advertising in the local Hook Business Park with international workers of Indian, Chinese and Eastern European origin

• delivered lessons for Business English, call-center service and daily life in the UK

• identified goals, needs, strengths and areas for improvement 04/2008 to 03/2009 Native English Language Teacher Kasei Girls’ JHS & SHS – Tokyo, Japan

• delivered lessons and managed groups of 30-35 students in the JHS/SHS

• created lesson plans and original materials, including flashcards and games

• co-ordinated with Japanese teachers of English for consistency across classes

• invigilated and graded exams and homework

• developed and delivered a special course with original materials for students in the study-abroad program in Canada

05/2006 to 05/2007 English Language Teacher

Zenken Global Trinity – Tokyo, Japan

• planned and delivered General English lessons for college-aged students

• designed and delivered Social Corner activities to foster real-life communication

• provided counselling for both developing exam skills and academic performance 09/2001 to 05/2006 English Language Teacher (part-time) Funabashi Municipal Nursing College – Chiba, Japan

• delivered lessons in General English to students in the first year of the Bachelor of Nursing degree, 40-45 students per class, with wide range of abilities

• developed course goals, lesson plans, original materials and classroom activities

• selected textbooks and workbooks appropriate for student needs

• set, wrote, invigilated and graded examinations and homework 03/2004 to 05/2006 Freelance Private English Tutor Self-Employed – Tokyo and Chiba, Japan

• built client base via teacher-student matching websites

• identified goals, needs, strengths and areas for improvement

• planned and created lessons and materials including worksheets & flashcards 03/1999 to 03/2004 Foreign Instructor

Nova Corporation – Tokyo, Japan

• taught English conversation to child, teenaged and adult students (3-4 per group)

• conducted topic-based speaking activities in the Voice Room (15-25 per group)

• designed lesson plans, created materials and sourced realia for role-plays

• assessed new and existing students for level placement and advancement

• wrote student reports and made recommendations for improvement 06/1998 to 08/1998 Sales Assistant

Murdoch University Bookshop – Perth, Western Australia

• dealt with customer enquiries in person and by telephone

• dealt with retail sales and handling cash, credit/debit cards and change

• handled arrivals of new stock and arranging displays within the store

• maintained the most up-to-date information on materials for customers

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