Catherine Forlano
Broomall
Summary
Results-driven professional with extensive experience in customer service and team coordination. Proven ability to build strong client relationships, resolve conflicts, and work cross-functionally to ensure customer satisfaction. Adept at working in fast-paced environments and managing multiple tasks simultaneously.
Overview
30
30
years of professional experience
Work History
Customer Care Agent
VRC
08.2021 - Current
- Manage a portfolio of several larger clients, ensuring their needs are consistently met and fostering long-term relationships to support client retention.
- Coordinate and oversee services for national clients, acting as primary point of contact for inquiries and issues.
- Assist Customer Service Professionals with access and service related issues, providing prompt solutions and troubleshooting support to maintain smooth operations.
- Sort, organize,a nd address incoming mail, ensuring timely distribution of communications and documentation to appropriate departments.
- Handle all checks received at the branch level, ensuring proper logging, processing, and secure handling to maintain financial accuracy.
- Manage all client cancellations for the branch, working to adjust their program to maintain their business and resolve any issues leading to cancellations.
- Collaborate with team to ensure consistent and efficient service to all clients.
- Manage several inboxes, responding to customer concerns and requests efficiently and professionally, ensuring timely resolution and high client satisfaction.
Attendance Secretary
Loomis Elementary
08.2018 - 08.2021
- Act as first point of contact for parents, staff, and visitors, ensuring effective communication and resolution of inquiries.
- Collaborate with administration on special projects to improve school operations.
- Maintain confidentiality while managing sensitive information and fostering positive relationships with families and staff.
Customer Experience Coordinator
Marshalls
05.1995 - Current
- Supervise and train a team of employees to ensure high-quality customer service and adhere to store policies.
- Manage customer interactions and resolve conflicts, demonstrating strong problem-solving and communication skills.
- Oversee daily operations, including managing cash, directing calls, and ensuring smooth store activities.
- Cross-trained in all store departments, including overseeing daily cash management and ensuring smooth operations across multiple areas.R
- Created weekly schedule 55+ employees, ensuring efficient coverage during peak hours and breaks.
- Recognized for excellent customer service and awarded "Employee of the Quarter" for outstanding service.
- Created weekly schedule 55+ employees, ensuring efficient coverage during peak hours and breaks.
Fifth Grade Teacher
Saint Dorothy School
07.2001 - 08.2005
- Developed and implemented mathematics an social studies curriculum for fifth and sixth grade students.
- Established and maintained communication with parents to address student progress, concerns, and needs.
- Fostered a supportive and collaborative learning environment, helping students overcome challenges and reach academic goals.
Director
CARES-After School Program
02.2002 - 06.2005
- Managed daily operations of an after-school program, ensuring smooth activities and student supervision.
- Developed and managed schedules, records, and communication between staff and families.
- Built strong relationships with students and parents, addressing any concerns or needs promptly.
Summer School Teacher
Interboro School District
05.2004 - 07.2004
- Created and taught remedial curriculum for middle school math and English students.
- Delivered daily instructional support to students, helping them improve in key subject areas.
Education
Bachelor of Science - Elementary, Special Education
West Chester University
West Chester, PA, 2000
Skills
- Customer Relationship Management
- Multitasking & Time Management
- Cross-Department Collaboration
- Proficient in Microsoft Office Suite
Accomplishments
Judge of Elections, Marple Township Precinct 3-3
- Manage all aspects of the polling place on Election Day, ensuring compliance with federal, state, and local election laws.
- Maintain the integrity and security of ballots and voting equipment, ensuring accurate reporting
- Complete and submit all required documentation and reports post election
Marple Township Parks Committee
- Assist in maintaining park operations and participate in monthly meetings to discuss community needs.
Loomis PTO Secretary
- Organized events like Designer Bag Bingo and Fun Fair, demonstrating event management and communication skills.
- Maintained detailed records and organized monthly meeting minutes.
Timeline
Customer Care Agent
VRC
08.2021 - Current
Attendance Secretary
Loomis Elementary
08.2018 - 08.2021
Summer School Teacher
Interboro School District
05.2004 - 07.2004
Director
CARES-After School Program
02.2002 - 06.2005
Fifth Grade Teacher
Saint Dorothy School
07.2001 - 08.2005
Customer Experience Coordinator
Marshalls
05.1995 - Current
Bachelor of Science - Elementary, Special Education
West Chester University
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