Kristy O'Donnell
Wynnum West ,QLD
Summary
Proven educator and customer service specialist, adept in conflict resolution and critical thinking, significantly enhanced customer loyalty at Concentrix. Expert in developing engaging curriculums and fostering inclusive environments, leading to marked improvements in student performance. Demonstrates exceptional problem-solving abilities and professional telephone demeanor, ensuring high satisfaction and effective team development.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Concentrix
Brisbane, QLD
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Educator
Self-employeed
Wynnum, QLD
01.2011 - 05.2022
- Built relationships and communicated with parents to provide best learning environment for children.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Established strong relationships with parents through regular communication, fostering a supportive network for student success.
- Implemented classroom management techniques that fostered a positive and inclusive learning environment for all students.
- Monitored student progress and adjusted instruction to meet individual needs.
- Developed and implemented differentiated instruction strategies for diverse learners, ensuring individualized attention and success.
- Collaborated with adults and children to provide safe and educational experience.
- Utilized data-driven instruction to target areas of weakness and continuously improve student performance throughout the school year.
- Developed and implemented engaging lesson plans to keep learner attention.
- Chose materials and developed lesson plans to enhance skills for individual students.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Utilized innovative teaching strategies to effectively engage students in learning.
- Created and implemented assessments to measure student progress.
- Designed curriculum-aligned assessments to measure student progress and inform instructional decisions.
- Improved student comprehension by incorporating visual aids and real-life examples into lesson plans.
- Promoted a love of reading among students by creating engaging book displays in the classroom library, hosting book talks, and offering personalized recommendations based on individual interests.
- Replenished classroom supply levels to support planned lessons and activities.
- Fostered student curiosity and interest through creative hands-on activities.
- Helped students explore concepts with engaging, learning-focused activities.
- Created and developed lesson plans to meet students' academic needs.
- Developed and implemented classroom routines to address varying student needs.
- Shifted between formal and informal methods of teaching to keep students engaged.
Education
Certificate III - Yearly Years Child Education
ABC TAFE
Brisbane, QLD2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Appointment Scheduling
- Team Development
- Documentation
- Data Collection
- Technical Support
- Assertiveness
- Account updating
- Document Control
Timeline
Customer Service Representative
Concentrix
10.2022 - Current
Educator
Self-employeed
01.2011 - 05.2022
Certificate III - Yearly Years Child Education
ABC TAFE