Glynis Caesar
Call Center Agent
Summary
Top-notch Customer Service Representative with 15+ years of experience working in customer service-driven environments, including call centers. With a bachelor's degree in Communication and a Mediator certification consistent positive interactions with customers are proven. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Personal Lines Insurance Agent, Customer Service
TTEC
Springfield, MO
08.2020 - Current
- Managed over 50 customer calls per day
- Accept inbound calls with empathy and active listening
- Maintain member confidentiality, minimizing security risks through proper verification and sound judgment
- Investigate and explore statistics from multiple sources and tools to provide on-point customer service
- Ability to multi-task and maintain organization and efficiency in fast pace environment
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Direct Support Personnel
K & C Stepping Stones
Springfield, MO
11.2018 - 04.2021
- Direct Support Personnel
- Effectively and professionally acted as substructure for medical staff and individuals with medical, emotional, behavioral, developmental, and mental
- Using systems and tools indicative of environment, implemented individualized daily routines to assist with clarity, consistency, and sense of efficacy
- Assisted and managed 12 clients with behavioral and mental needs in four Individualized Supported Living (ISL) sites
- Highly skilled in protecting confidential information per Health Insurance Portability and Accountability Act (HIPPA).
Substitute Teacher, Autism
Wilder Elementary School
Springfield, MO
08.2017 - 10.2018
- Assisted in identifying learning barriers per Individuals with Disabilities Education Act (IDEA)
- Provided instruction for 9 students in core subject areas
- Established educational Plan of Action to per need of student
- Liaison between Parents and Educational Staff
- Assisted educational team in creating annual or as-needed Individual Family Service Plans (IFSP)
Behavioral Health Technician
Lakeland Behavioral Health System
Springfield, MO
10.2014 - 03.2017
- Effectively and professionally acted as substructure for medical staff and individuals with emotional, and behavioral issues
- Using systems and tools indicative of environment, observed patients, evaluated emotions, moods, and concerns, charted observations
- Communicated directly with Nurse Manager alerting of positive, negative, or dangerous behavior
- Performed client intake procedures according to internal standards for new admissions.
- One of team of four who collectively and successfully managed and assisted 24 teen clients
Youth Life Coach
Clear View Trauma Therapies
Springfield, MO
09.2015 - 06.2016
- Co-facilitated Adolescent Substance Abuse, Anger Management, and Social Skills groups for children and teenagers
- Helped over 18 clients build life management and coping skills to handle daily needs and specific stressors.
- Implemented psychologist behavioral health plan for group sessions
- Executed Science Buddies, Home Science Tools as aid in Cognitive Therapy
- Maximized supportive and safe group atmosphere where problem-solving was encouraged using confidence and empathy.
AmeriCorps VISTA, Special Projects
Springfield Community Land Trust (SCLT), Community
Springfield, MO
11.2013 - 08.2014
- Developed marketing campaign for SCLT offering homeownership opportunities
- Developed strong customer service and product knowledge skills to enhance individual and team performance
- Utilized specialized software, Home Keeper, specific to community land trusts
- Produced educational homeowner packets, target audience: employees earning low wages
- Co-organized and hosted 8 SCLT workshops and educational opportunities assisting 3 families to homeownership
Education
Bachelor of Arts - Communication And Psychology
Missouri State University
Springfield, MO 01.2008 - 12.2012
Skills
Outstanding Communication Skillsundefined
Certification
Family and Child Mediator, December 2012 - Present
Timeline
Personal Lines Insurance Agent, Customer Service
TTEC
08.2020 - Current
Direct Support Personnel
K & C Stepping Stones
11.2018 - 04.2021
Substitute Teacher, Autism
Wilder Elementary School
08.2017 - 10.2018
Youth Life Coach
Clear View Trauma Therapies
09.2015 - 06.2016
Behavioral Health Technician
Lakeland Behavioral Health System
10.2014 - 03.2017
AmeriCorps VISTA, Special Projects
Springfield Community Land Trust (SCLT), Community
11.2013 - 08.2014
Bachelor of Arts - Communication And Psychology
Missouri State University
01.2008 - 12.2012
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