Anna Frano Agosta
Stouffville,ON
Summary
Adept at fostering student engagement and managing classroom environments, I excelled as an Emergency Substitute Teacher with York Catholic District School Board, where I was frequently requested due to my effective communication and classroom management skills.
Qualified Emergency Substitute Teacher with strong background in managing dynamic classroom environments and ensuring continuity of education. Proven ability to adapt quickly to varying educational needs and maintain student engagement. Demonstrated skills in classroom management and curriculum implementation.
My background also includes enhancing customer satisfaction and team productivity at TD Canada Trust, showcasing my adaptability and leadership.
Diligent Manager of Customer Service with solid background in managing customer service teams and optimizing customer satisfaction.
Demonstrated leadership and conflict resolution skills in high-pressure environments. Professional with experience in customer service leadership, prepared me for this role.
Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
37
37
years of professional experience
Work History
Emergency Substitute Teacher
York Catholic District School Board
01.2020 - Current
- 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.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Enhanced classroom management skills, leading to a more focused learning environment for all students.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Enforced school and class rules to maintain order in classroom.
Customer Service Manager
TD Canada Trust
01.1998 - 06.2006
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Representative
TD Canada Trust
01.1988 - 01.1998
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
St. Robert Catholic High School
Thornhill, ONCertificate - Human Resources Management
Ryerson University
Toronto, NoneSkills
- Organization
- Time management
- Reliability
- Customer service
- Complaint resolution
- Exceptional telephone etiquette
- Handling escalations
- Tactful and diplomatic
Languages
Italian
Native or Bilingual
Timeline
Emergency Substitute Teacher
York Catholic District School Board
01.2020 - Current
Customer Service Manager
TD Canada Trust
01.1998 - 06.2006
Customer Service Representative
TD Canada Trust
01.1988 - 01.1998
High School Diploma -
St. Robert Catholic High School
Certificate - Human Resources Management
Ryerson University
Similar Profiles
Emily MatteiEmily Mattei
Substitute Supply Teacher at York Catholic District School BoardSubstitute Supply Teacher at York Catholic District School Board
Chiara ZitoliChiara Zitoli
Camp Counselor at York Catholic District School BoardCamp Counselor at York Catholic District School Board
Dana HandalDana Handal
Lunch Time Supervisor at York Catholic District School BoardLunch Time Supervisor at York Catholic District School Board