Sherline M.

Burgess
771 Via Milano,, Apopka,, FL 32712 sherlineburgess@yahoo.com Tel: 407-462-3063

Personal Statement
I am a highly motivated, responsible, hardworking, conscientious customer service/teacher with over 10+ years experience at the senior service level. Proven ability to time management, analyzing data, strategic sales knowledge with an excellent track record of achieving goals in sales and balance transfer, new systems that contribute substantial profits or that are cost saving in the bank. Known for leadership development, organizational training. I am seeking a position in the Human service organization where I can bring immediate value and strengths whilst developing my current skills further.

Work Experience
Subtitute Teacher Kelly Educational Staffing, Orlando, FL (Dec-2012 - Present)

Provide curriculum tutoring and guidance to students having academic difficulties. Hands-on experience with small and large classes and within various age groups, educational and grade level. Teach various subject (Math, Reading, Art, Music, English)and ESE/ESL for students with learning disabilities - implemented grade curriculum through benchmarks to meet and exceed county and state educational guidelines.

ESOL Teacher/Volunteer Hope Commuity Center of Apopka, Apopka, FL

Teaching reading, phonics and grammar to Adults with English as a Second Language

(Mar-2011 - Present)

Managed to meet and instruct assigned classes within center. Planned programs of study that, as much as possible, meets the individual needs, interests, and abilities of the students. Created a classroom environment conducive of learning, maturity and interests. Encouraged students to set and maintain standards of classroom behavior. Guided the learning process toward the achievement of curriculum goals.

Senior Service Specialist JP Morgan Chase, Lake Mary, FL 32746

(Oct-2002 - Aug-2012)

Responsible for performing assessments, conducting research, analyzing data, and planning and managing services and care. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company s primary mentors/trainers of both new and established employees. Performed and empowered card members with tech support issues for on-line banking. Implemented data for targeted markets with new product sales, examined complex questionnaires, conducted outbound/inbound calls interviews from new leads and cold calls.

Education
Master of Science: Leadership/Completed Belhaven University, Orlando, FL
3.3 GPA Recipient of Belhaven leadership Scholarship of $1000 Coursework in Business, management and Communications Capstone (Composed/developed a business plan for a fictitious non-profit business.)

(Jan-2009 - Aug-2011)

Bachelor of Arts: Social Services Belhaven University, Orlando, FL

(Apr-2008 - Dec-2013)

Bachelor of Arts: Social Services Belhaven University, Orlando, FL

(Apr-2008 - Dec-2013)

2.83 GPA Human Services coursework Internship 120 hours at Meals-on-Wheels in Sanford, FL Processed intake services and client assessments, to determine required service. Coordinated annual and semi-annual assessments of client needs; including in-home evaluations of service. Coordinated operational support and delivery 25 schedules.

Skills
Excellent Leadership skills, Conflict resolution, Goal-oriented Coaching and Developing, Strategic sales knowledge, Strong problem solving aptitude, Analyzing Data or Information, Superior verbal and written communication skills, Hiring, training and supervision.

Military
US Navy October 1981 - September 1990 Radioman (Information Systems Technician) RM2/E5 Handle classified material Monitor, troubleshoot, and restore if needed, all submarine/fleet communication circuits to include, voice, network and data for the command. All services go through the Main Communications division making the Maincomm Operators vital. Respond to trouble-calls, repair computer software and hardware problems. Provide over 1,200 hours of instruction for naval communications training procedures and military damage control. Responsible for editing and updating procedural manuals pertaining to naval communication publications. Handled classified material Pertaining to ship battle-readiness (general quarters) belonged to repair locker 7B training new Navy personnel every scheduled training environment sequence.

Achievements
* Rollins College - Finding Grant Funding - completed (January 2012) * Rollins College - First steps in Fundraising completed (January 2012) * Grant Writing USA workshop - completed (April 2012) * CASAS Certified - ESL Testing system - completed (May 2012)

References
References Available on Request