Customer Service Continuous Improvement
Resume:
Tanisha D. Brown
Madison, AL *****
*********@*****.***
Summary of Qualifications
Dedicated professional with extensive experience in teaching and customer service. Skilled in developing lesson plans, managing classroom environments, and resolving high-volume customer inquiries. Proven ability to enhance team performance and foster a culture of continuous improvement. Seeking a dynamic role in a fast-paced environment to leverage expertise in customer interaction and educational methodologies.
Key Skills
- Classroom Management - Customer Issue Resolution - Educational Program Development - Team Leadership - Communication and Interpersonal Skills
Strong influencing and consensus-building skills
retirement plan
Ability to interface effectively with all levels of management and functional disciplines
Excellent negotiating skills
Ability to build, manage and influence virtual teams
Excellent interpersonal skills
Expert knowledge of offering, segment, partner and account-based marketing
Expert knowledge of advertising/direct marketing/research vendor practices and procedures
Microsoft Office Suite Proficient
Accounts Payable/Receivable
Professional Experience
Teacher Scruggs Academy - Huntsville, AL August 2024 – Present
Developed and implemented personalized lesson plans to meet diverse student needs. Plans class activities and lesson presentations that are age-appropriate for the class and meet all students' individual needs, interests, and ability levels.
Establishes and maintains standards of student behavior needed to achieve a classroom climate conducive to learning.
Identifies student needs and cooperates with other professional staff members in assessing and resolving learning problems.
Maintains professional competence and continuous improvement through in-service education and other professional growth activities as required or assigned.
Customer Service Agent, Rose International (DXC Technology), June 2023 -August 2024
•Resolved customer inquiries regarding annuities and life insurance benefits through effective communication. Researching, identifying, and resolving customer issues.
•Take and insert payments into the customer’s account.
•Open a claim for the customer.
•retirement plan
TTEC (Bank of America Fraud Department)
Customer Service Agent November 2018-2022
Managed high-volume customer interactions, addressing product complaints and service issues professionally. Defused volatile customer situations calmly and courteously
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex fast paced and challenging call center environment.
Assist members with premium or billing questions, Market research and solicitation preparation
Troubleshoot websites for members.
Huntsville Community Schools -Huntsville, Alabama
Collaborative Teacher July 2017-September 2018
Collaborated with general education teachers to modify instructional materials and enhance student learning. Differentiated. Activated classroom management by setting rules and limits
Prepared and administered tests and exams
Managed the processing of materials and circulation of media
Encouraged student participation and provided individual instruction as necessary
Ensured that classroom instruction is handled according to the school's
policies, goals, and objectives
Flint Community Schools – Flint, Michigan
Collaborative Teacher /Social Study 2002 - 2017
Activated classroom management by setting rules and limits
Prepared and administered tests and exams
Managed the processing of materials and circulation of media
Encouraged student participation and provided individual instruction as necessary
Ensured that classroom instruction was handled according to the school's policies, goals, and objectives
Case load manager for 12 students – responsibilities include resource room, re-teaching, re-explaining, breaking down of task(s), simplifying and monitoring guidance of students with disabilities and the writing of their IEP.
General Motors - Flint, Michigan
Production Assembler/ Team Leader 2006 - 2008
Led assembly line teams to achieve production quotas and maintain quality standards.
Manages planning and tracking of procurement activities, cost budgets, emerging country spending and savings forecasts.
Ensures buyers minimize risk regarding quality and financial exposure by buying in accordance with quality and commercial procedures and in accordance with Company guidelines
Career Alliance - Flint, Michigan
Administrative Assistant 1999-2002
Handled understaffing, disputes, employee termination, administration of disciplinary procedures
Identified staff vacancies and recruited, interviewed and selected applicants as needed
Served as a liaison between management and employees by handling questions, interpreting and administering contracts and helping resolve work related problems
Communicated directly with customers by phone, electronically and in person.
EDUCATION
Concordia University - Portland, Oregon
Master of Science -Education
2015
University of Phoenix - Phoenix, Arizona
Bachelor of Science: Business Management
2009
Eastern Michigan University - Ypsilanti, Michigan
Associate of Science: Telecommunications (Television and Radio)
1996
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