Bonnie Brock
Oakland
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
Oakland
06.2022 - Current
- Assisted customers with booking inquiries and travel arrangements.
- Resolved customer complaints and provided effective solutions.
- Explained airline policies and procedures to passengers clearly.
- Handled check-in processes using airline reservation systems efficiently.
- Coordinated with team members to ensure timely service delivery.
- Managed cash transactions and processed ticket sales accurately.
- Educated customers on flight schedules and airport services available.
- Maintained a positive and professional demeanor in all interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Educator
Castro Valley Unified School District
Castro Valley
01.2021 - 12.2024
- Developed engaging lesson plans aligned with curriculum standards.
- Facilitated classroom discussions to enhance student participation and understanding.
- Implemented assessment tools to measure student progress and comprehension.
- Collaborated with colleagues to improve instructional strategies and resources.
- Provided individualized support to students with diverse learning needs.
- Organized school events to promote community involvement and school spirit.
- Mentored new educators on classroom management and teaching techniques.
- Utilized educational technology to enhance learning experiences in the classroom.
- Created a safe, comfortable learning environment for students by establishing positive relationships with them.
- Conveyed and utilized strong communication and interpersonal skills to establish positive rapport with students, parents and fellow educators.
- Designed curriculum, lesson plans and instructional materials for classroom teaching.
- Planned classroom activities to enable students to work independently, in small groups and in large groups.
- Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.
- Identified weakness and strengths to create strategic student improvement plans.
- Provided appropriate feedback on work, behavior, and attitude towards learning.
- Maintained accurate records of student attendance, grades, test scores.
- Managed and organized class records and reports.
HR Assistant
Castro Valley Unified School District
Castro Valley
08.2023 - 06.2024
- Managed employee records using HRIS for accurate data tracking.
- Coordinated recruitment processes, including job postings and candidate screenings.
- Maintained confidentiality of sensitive employee information at all times.
- Created, organized, and maintained employee personnel files to keep sensitive data secure.
- Scheduled appointments, meetings, and conferences with employees to discuss and mitigate personnel issues.
- Posted job announcements and pre-screened applicants to candidates for available positions.
- Initialized background checks for potential new hires.
- Provided administrative support to the HR department, including document preparation and calendar management.
- Managed confidential employee information with discretion and integrity.
Educational Assistant
San Lorenzo Unified School District
San Lorenzo
08.2015 - 03.2020
- Supported teachers in classroom management and instructional activities.
- Assisted students with special needs during lessons and daily tasks.
- Organized and maintained educational materials and classroom resources.
- Collaborated with educators to develop individualized learning plans.
- Implemented behavior management strategies to promote positive student engagement.
- Facilitated communication between teachers, parents, and support staff.
- Supervised students during recess and lunchtime for safety compliance.
- Participated in training sessions to enhance educational support skills.
- Supervised recess periods to ensure safety of all students on the playground.
- Monitored student behavior in the classroom, playground, cafeteria, and other school areas.
- Adapted teaching methods and materials to meet students' varying needs and interests.
- Helped students master learning concepts through one-on-one and small group tutoring.
- Assisted teachers with lesson preparation and curriculum implementation.
- Created a positive learning environment by encouraging cooperation among students.
- Cleaned and organized classrooms, materials, and supplies.
- Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts.
Education
HR Certification - Human Resources Management
University of California, Berkeley
Berkeley, CA06-1996
MBA - Business Administration And Management
Jackson State University
Jackson, MS06-1976
Bachelor of Arts - Business Administration And Management
Dillard University
New Orleans, LA05-1975
High School Diploma -
Brookhaven High
Brookhaven, MS05-1971
Skills
- Cash handling
- Team collaboration
- Time management
- Customer satisfaction
- Communication skills
- Interpersonal skills
- Escalation management
- Executive management support
- Senior leadership support
- Training development aptitude
- Computer proficiency
- Microsoft office expertise
- Problem-solving
- Quality control
- Scheduling
- Multitasking and organization
- Staff training
Timeline
HR Assistant
Castro Valley Unified School District
08.2023 - 06.2024
Customer Service Representative
Southwest Airlines
06.2022 - Current
Educator
Castro Valley Unified School District
01.2021 - 12.2024
Educational Assistant
San Lorenzo Unified School District
08.2015 - 03.2020
HR Certification - Human Resources Management
University of California, Berkeley
MBA - Business Administration And Management
Jackson State University
Bachelor of Arts - Business Administration And Management
Dillard University
High School Diploma -
Brookhaven High
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