Experience

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  Xerox

  • Customer Care Specialist

    • Sep 2015 - Nov 2015

    • Delivered HR project-based customer care related to health and welfare benefits during annual enrollment for employees and retirees • Handled inbound calls to reply to questions regarding new benefits enrollment and changes • Troubleshot customer problems and/or researched information needed to follow up with the client, typically within 24 hours• Addressed customer concerns by explaining benefits, e.g. health plans, life insurance and other benefits, to each of the customer groups, including retired and current employees • Explained new plan options and changes from previous years’ offerings• Leveraged computerized system to reply to customer inquiries in a Call Center setting; fielded phone inquiries and complaints in accordance with standardized scripts and processes

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  De La Salle In Towne, St. Gabriel's System

  • Greater Philadelphia Area

  • Science Teacher/Dept. Chair & Alternative Diploma Program Coordinator

    • Sep 2002 - Jun 2014
    • Greater Philadelphia Area

    • Instructed science and personal development courses to students aged 13-18 in accordance with a curriculum that aligned with the DeLaSalle philosophy and mission• Actively supported the academic and personal growth of adjudicated male students by fostering an atmosphere of patience, trust and respect in the classroom; expressed confidence in their skills and devised lessons based on their respective interests and learning styles• Created educational standards and utilized development theories to aid students in accomplishing their education and occupational goals• Discussed vocational, college, and/or employment options for students after graduation; counseled each and kept a holistic portfolio of their work for easy assessment• Launched a professional reading group to enhance staff members’ personal knowledge• Developed a curriculum that increased program completion and graduation rates by at least 90%• Noticed a shortage of education courses for the summer academic and experiential program; created new courses, provided multiple selection options and saw the largest-ever student sign up

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  Bethanna

  • Social Worker

    • Aug 2001 - Sep 2002

    • Offered comprehensive case management and supportive counseling services to clients• Garnered permanency by setting goals for child, legal and foster parents triad that aligned with the governing county agency and the Department of Human Services• Supportively outreached to children, foster families and birth/legal family members• Held weekly/biweekly visitations with client triad by offering education, information and aid to help clients overcome challenges and achieve biannual individual plan goals

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  School District of Philadelphia

  • Greater Philadelphia Area

  • Teacher

    • Jan 1997 - Jan 2000
    • Greater Philadelphia Area

    • Designed and implemented appropriate lesson plans.• Enhanced curriculum by creating students hands-on projects and demonstrations.• Evaluated students using multiple evaluation methods.

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  United States Air Force

  • Dover AFB, DE

  • Information Management Specialist

    • Oct 1988 - Jun 1992
    • Dover AFB, DE

    • Supervised communication and information management task; tracked and ensured completion of high-priority messages and other forms of communication for base organization recipients• Acted as the sole Administrative Technician to support a unit of over 400 personnel• Completed performance reports and awards at a 95% on-time rate; also established useful systems and maintained accurate file systems, maintenance logs, duty rosters and leave logs• Directed the daily functions of support staff, e.g. publishing, records and administrative communications and workgroup management• Made certain that all publications and forms met prescribed styles and formats, as well as legal and statutory requirements• Developed and maintained records using strong organizational skill and attention to detail