- Demonstrated a focus on customer-centric training of call handling and application navigation to new hires and current employees in customer experience for largest national propane distributor. - Trained employees on over 10 applications, including Microsoft CRM, SAP, and Eckoh Call Guard. - Engaged the audience with interactive learning, providing quick and correct information to trainees and acquiring real-time results through assessments.- Communicated daily with team members… Show more - Demonstrated a focus on customer-centric training of call handling and application navigation to new hires and current employees in customer experience for largest national propane distributor. - Trained employees on over 10 applications, including Microsoft CRM, SAP, and Eckoh Call Guard. - Engaged the audience with interactive learning, providing quick and correct information to trainees and acquiring real-time results through assessments.- Communicated daily with team members, management, and other departments to close the gaps.- Maintained updates to the training resources and materials.- Participated in several committees for the Cleveland contact center, including the Safety Committee, Events Committee, CPR/First Aid training, and protocols for COVID-19.- Analyzed AHT and ACW metrics- Fostered understanding for contact center phone systems such as CCE Finesse and Cisco IP Communicator.- Instilled the importance of the H.E.A.T. technique while on the phone with customers. Show less

- Trained over 200 contingent and new hire workers both virtually over Zoom, and in-person classes, while maintaining social distancing guidelines.

- Proved web-based and on-site training to post-acute care and senior living communities to help reduce overtime and simplify their scheduling needs.- Implemented over 200 virtual and classroom trainings to healthcare department schedulers, averaging 12 client calls per week, covering the simplicity and data integration of three software programs.- Supported customer calls to decrease cost of third-party call center, saving firm $30,000 by professionally handling issues and questions… Show more - Proved web-based and on-site training to post-acute care and senior living communities to help reduce overtime and simplify their scheduling needs.- Implemented over 200 virtual and classroom trainings to healthcare department schedulers, averaging 12 client calls per week, covering the simplicity and data integration of three software programs.- Supported customer calls to decrease cost of third-party call center, saving firm $30,000 by professionally handling issues and questions and quickly identifying real-time customer goals and needs. - Proficient in SalesForce by documenting and implementing data for performance and customer information in addition to meeting KPI goals each month with training department. Show less

- Assisted 70-year-old, family run, and award-winning custom home building and remodeling company to drive job leads for custom homes listed at $450,000 to over $1 million, gathering over 50 sales leads and generating sales appointments for sales managers- Exhibited proficiency and sales tactics by gathering 25 leads for home remodeling jobs at the 2016, 2017 and 2019 NARI Home Improvement Shows, with some home remodeling jobs resulting in dozens of award entries for NARI CotY Awards.-… Show more - Assisted 70-year-old, family run, and award-winning custom home building and remodeling company to drive job leads for custom homes listed at $450,000 to over $1 million, gathering over 50 sales leads and generating sales appointments for sales managers- Exhibited proficiency and sales tactics by gathering 25 leads for home remodeling jobs at the 2016, 2017 and 2019 NARI Home Improvement Shows, with some home remodeling jobs resulting in dozens of award entries for NARI CotY Awards.- Exhibited proficiency and sales tactics by gathering over 25 leads for home remodelingjobs at 2016 and 2017 NARI Home Improvement Shows- Wrote articles and gathered information for monthly client newsletter and company reports Show less

- Exhibited leadership as educational consultant, implementing effective intervention strategies for all subjects to students on IEPs and 504s in small-group setting, addition to being college test proctor.- Provided interventional services to students in grades 9-12 by creating engaging anddynamic lessons to ensure academic progress and skills improvement, in addition to teaching 9th grade differentiated English course with a focus on improving reading, comprehension, and writing… Show more - Exhibited leadership as educational consultant, implementing effective intervention strategies for all subjects to students on IEPs and 504s in small-group setting, addition to being college test proctor.- Provided interventional services to students in grades 9-12 by creating engaging anddynamic lessons to ensure academic progress and skills improvement, in addition to teaching 9th grade differentiated English course with a focus on improving reading, comprehension, and writing skills.- Adapted teaching methods and materials to meet students' varying needs by employing a broad range of instructional techniques to retain student interest, while maximizing learning.- Facilitated instruction through streamlined educational technology, including MindPlay Virtual Coach, SmartBoard, turnitin.com, Kahoot!, Edmodo. Show less

- Instructed and prepared lessons as teacher of record for four Resource Room Language Arts and Math classes, improving 85% of students’ STAR math and reading scores since baseline data was taken.- Implemented classroom management plans to decrease negative behaviors by 25% through positive reinforcement, while producing consistent paperwork for 15 IEPs, ETRs, MDRs, FBA’s, and BIP’s.

- Provided small-group interventional services in two local schools for over 2 dozen students on IEPs in grades 3-8 with varying disabilities, preparing lessons to meet individuals needs and goals, and preparing for annual state tests.- Tracked student progress for IEP goals by delivering assessments and collecting data bi-monthly, improving STARs reading scores by 15% and math scores by 12%.- Applied effective classroom management plans, while making Adequate Yearly Progress for IEP… Show more - Provided small-group interventional services in two local schools for over 2 dozen students on IEPs in grades 3-8 with varying disabilities, preparing lessons to meet individuals needs and goals, and preparing for annual state tests.- Tracked student progress for IEP goals by delivering assessments and collecting data bi-monthly, improving STARs reading scores by 15% and math scores by 12%.- Applied effective classroom management plans, while making Adequate Yearly Progress for IEP goals Show less

- Delivered in-home and private tutoring to over 30 typical and atypical students in grades 3 to 12, on various subjects including, math, reading, English, science, and writing.- Prepared several high school students for college entrance exams and college applications by taking practice ACT, SAT, and OAT tests, as well as facilitating production of college entrance essays.