Customer Service Direct Care

Michael J. Smith

413-***-**** ************@***.***

Springfield, MA 01109

Professional Summary

Dedicated and compassionate professional with experience in education, direct care, and customer service. Skilled in working with diverse student populations, supporting individual learning needs, and collaborating with educators and staff. Committed to fostering a positive, inclusive learning environment that promotes academic and personal growth.

Relevant Experience

Literacy Tutor – AmeriCorps

Springfield, MA January 2023 – July 2024

Delivered one-on-one and small-group literacy instruction to elementary and middle school students.

Collaborated with teachers to create customized learning plans based on students’ individual needs.

Developed lesson plans to enhance reading comprehension and engagement.

Monitored student progress and adjusted strategies to support academic success.

Mentor – Springfield Public Schools (Volunteer)

Springfield, MA January 2016 – May 2016

Provided mentorship and guidance to English Language Learner (ELL) students.

Supported language development and literacy through structured tutoring sessions.

Encouraged positive academic behaviors and built strong mentor relationships.

Additional Experience

Direct Care Staff Member – Guidewire

Springfield, MA May 2018 – December 2018

Assisted individuals with developmental disabilities in daily living tasks.

Promoted social-emotional well-being through compassionate care and support.

Helped clients with hygiene, grooming, meal preparation, and transportation needs.

Customer Service & Food Services – Westfield State University

Westfield, MA August 2016 – May 2018

Delivered excellent customer service in a fast-paced dining environment.

Managed meal preparation, cash handling, and inventory responsibilities.

Branch Manager – Connex Credit Union

Hamden, CT July 2007 – April 2010

Led a high-performing team, set operational goals, and ensured customer satisfaction.

Trained staff and developed employee growth plans.

Performance Consultant – Sovereign Bank

Waterbury, CT February 2000 – August 2007

Managed large-scale training programs for 175 bank branches.

Conducted organizational studies and developed strategies for performance improvement.

Education

Associate of Arts – General Studies

Springfield Technical Community College, Springfield, MA May 2016

Skills

Classroom Support & Tutoring

Student Engagement

Lesson Planning

Behavioral Support

Special Education Assistance

Literacy & Language Support

Communication & Collaboration

Cultural Sensitivity

Recordkeeping & Documentation

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