Robin Kerr
Mcgee Heating & Air
Iva
25
years of professional experience
Results-driven CSR Manager with a proven track record in team leadership and customer satisfaction. Known for effective communication and problem-solving skills, driving enhanced service quality and team performance.
Work History
CSR Mananger
7 Years 2 Months- Led customer service team in resolving complex client issues efficiently and effectively.
- Developed training programs to enhance staff skills and improve service quality.
- Implemented new CRM systems to streamline communication and track customer interactions.
- Coordinated scheduling and workload distribution to optimize team performance.
- Mentored junior representatives, fostering a collaborative team environment and skill development.
- Collaborated with cross-functional teams to ensure alignment on customer satisfaction initiatives.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Partnered with senior management on strategic projects aimed at expanding the business''s presence within key markets.
Paraprofessional
12 Years 8 Months- Facilitated individualized instruction to enhance student learning and engagement.
- Collaborated with educators to adapt lesson plans based on students' diverse needs and abilities.
- Monitored student progress and provided feedback to teachers for curriculum adjustments.
- Supported classroom management by implementing behavior strategies and maintaining a positive environment.
- Led small group activities, fostering teamwork and social skills among students.
- Oversaw students in the classroom and common areas to monitor, enforce rules, and support the lead teacher.
- Supervised students during non-instructional periods such as lunch, recess, or field trips; ensuring safety at all times.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
- Utilized technology in the classroom to enhance learning experiences.
- Facilitated small group tutoring sessions for students struggling in math and reading.
- Supported teachers in grading assignments, ensuring timely feedback for students.
Substitute Teacher
5 Years 1 Month- Delivered engaging lessons aligned with curriculum standards across diverse subjects.
- Facilitated classroom management to maintain a positive learning environment.
- Adapted instructional materials to meet varying student needs and learning styles.
- Collaborated with teachers to implement effective strategies for student success.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supervised lunchroom and recess activities.
Education
GED
Skills
Customer service
Complaint handling
Customer satisfaction
Data analysis
Team coaching
Team collaboration
Time management
Problem-solving abilities
Computer skills
Data entry
Decision-making
Effective communication
Adaptability
Stress tolerance
Customer relationship management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 2-5 staff members.
- Collaborated with team of 10 CSR's in the development of our new phone program CCP.
Timeline
CSR Mananger
Mcgee Heating & Air
05.2019 - CurrentRead More
Paraprofessional
Anderson School District 3
09.2006 - 05.2019Read More
Substitute Teacher
Anderson School District 3
08.2001 - 09.2006Read More
Crescent High School
GED
Read More