LaWanda Baker
Duluth
Summary
Customer-focused professional with experience in high-volume interpersonal communication and de-escalation. Proven ability to follow policies and procedures, document interactions accurately, and remain calm under pressure. Seeking an entry-level Call Center Representative role to apply strong communication and problem-solving skills in a fast-paced environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician (RBT)/Client Support Specialist
The ITD Group
05.2023 - Current
- Maintained confidentiality and professionalism when handling sensitive and personal information.
- Provided consistent, professional support to clients in structured, high accountability environments.
- Communicated clearly and calmly with clients and caregivers, often in emotionally sensitive situations.
- Utilized de-escalation strategies to manage challenging behaviors and resolve concerns effectively.
Educator/Instructor
YMCA/ECDC
11.2019 - 03.2023
- Followed the organizations protocols and procedures to ensure compliance.
- Communicated complex information clearly to diverse audiences.
- Documented progress, attendance, and outcomes accurately in electronic systems/databases.
- Answered high volumes of questions while maintaining accuracy and professionalism.
Educator/Instructor
PARTNERSHIP FOR COMMUNITY ACTION, INC
09.2015 - 09.2019
- Managed time effectively in fast-paced environments.
- Researched accurate, up-to-date curriculum information and resources to support student learning
- Collaborated with supervisors and colleagues to ensure proper resolutions and follow-ups.
Education
Associate of Science - Education
Georgia Perimeter College
Perimeter, GA05-2014
Skills
- Clear verbal communication
- Active listening
- Professional phone etiquette
- Problem-solving
- Time management
- Basic computer skills (email, date entry, and typing)
- Ability to work well under pressure
- Customer service mindset
Certification
- RBT - Registered Behavior Technician
- First Aid Certification
- CPR Certification
Timeline
Registered Behavior Technician (RBT)/Client Support Specialist
The ITD Group
05.2023 - Current
Educator/Instructor
YMCA/ECDC
11.2019 - 03.2023
Educator/Instructor
PARTNERSHIP FOR COMMUNITY ACTION, INC
09.2015 - 09.2019
Associate of Science - Education
Georgia Perimeter College