TRACY H. COURSON
Homewood,IL
Summary
Self-motivated and enthusiastic job seeker with vast experience in many different fields. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Special Education Teacher
Chicago Public Schools
06.2020 - 06.2023
- Assisted struggling students to maintain progress levels by designing individualized lesson plans focused on areas for improvement.
- Taught students in self-contained and resource environments.
- Delivered effective and differentiated classroom instruction to range of neurodiverse students.
- Modified general education curriculum for special-needs students using various instructional techniques and technologies.
- Coordinated caseload of 10-15 special education students and teacher assistant schedules with master schedule.
- Cultivated connections and strong student rapport to foster classroom engagement, in addition to recording student progress to inform parents and school administration.
- Collaborated with other educators to develop instructional strategies.
- Maintained accurate records of student progress and attendance.
- Managed and tracked student progress using data tracking systems resulting in 80% of students meeting or exceeding individual academic goals
- Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals.
- Member of Instructional Leadership Team, Afterschool Activity Teacher/Coordinator, Graduation Committee, and New Teacher Mentoring Program
Substitute Teacher
Bloom Township District
11.2019 - 03.2020
- Fulfilled short term substitute assignments across all subject areas; effectively teaching students of grade levels 9-12 and SPED with diverse cultural/learning backgrounds
- Instructed classes with as many as 30 students; communicated and provided feedback to teachers, administrators and parents; excelling at classroom management and building positive rapport with students.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts
- Upheld classroom routines to support student environments and maintain consistent schedules
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance
Senior Sales Consultant
Enterprise Car Sales
03.2016 - 01.2019
- A key member of the sales leadership team, my responsibilities included meeting and exceeding individual and brand performance goals, training new sales consultants on lead conversations and developing effective sales techniques and providing administrative support for sales management staff
- Built and cultivated relationships with customers and turned prospective leads into happy clients by returning messages quickly and answering questions truthfully.
- Explained important information regarding features and functions for various products so that customer was knowledgeable.
- Exceeded customer requirements with accurate and deliverable solutions.
- Provided high level of tailored service to each and every customer, which helped to build lucrative, lasting relationships and guarantee referral/repeat business.
- Created and championed new custom service plan which resulted in 12 pt increase 94% YTD vs 82% PYTD
- Outstanding Sales Achievement - Bronze Award FY 2017
Account Executive
Enterprise Car Sales
01.2012 - 03.2016
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Invigorated personals sales with 43% increase, nearly doubling dealership traffic conversation rate
- Achieved or exceeded company-defined sales quotas.
- Restored strategic relationships and prevented key partners from withdrawing lucrative contracts at critical point of business (Approx 600K guaranteed revenue/yr for branch)
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Account Executive of the Month, Monthly Sales Elite, and Exceptional Achievement Award
- Built and strengthened relationships with new and existing partner accounts to drive revenue growth.
Assistant Branch Rental Manager
Enterprise Leasing, LLC
12.2010 - 01.2012
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Implemented rental asset processes and cleanliness standards.
- Drafted quotes, confirmed orders, and managed transfers to handle rental needs efficiently.
- Coordinated with sales teams and clients to manage inventory, adjust orders, and handle logistics.
- Executed sales and marketing initiatives to increase revenue for company.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Assisted in management of $4M dollars in company assets and
- Achieved region leading customer service score 87+ over 12 months
- Successfully executed aggressive performance turnaround within 6 months at underperforming branch, 150% increase in operating profit
Management Trainee/ Management Assistant
Enterprise Leasing, LLC
03.2009 - 11.2010
Education
M.A. Education -
Relay Graduate School of Education
Chicago, ILB.S - Business Administration, Marketing
University of Illinois
Champaign, ILA.A - International Business
Northwood University
West Palm Beach, FLSkills
- MS Office Proficiency
- Crisis Prevention and Intervention
- Conflict Resolution
- Active Listening
- Personalized Support
- Policy and Procedure Adherence
- Customer Relations
- Problem-Solving Ability
- Minute Taking
- Managing Multiple Tasks
- Remote Assistance
- CRM Software
Timeline
Special Education Teacher
Chicago Public Schools
06.2020 - 06.2023
Substitute Teacher
Bloom Township District
11.2019 - 03.2020
Senior Sales Consultant
Enterprise Car Sales
03.2016 - 01.2019
Account Executive
Enterprise Car Sales
01.2012 - 03.2016
Assistant Branch Rental Manager
Enterprise Leasing, LLC
12.2010 - 01.2012
Management Trainee/ Management Assistant
Enterprise Leasing, LLC
03.2009 - 11.2010
M.A. Education -
Relay Graduate School of Education
B.S - Business Administration, Marketing
University of Illinois
A.A - International Business
Northwood University
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