This document contains a summary and resume for Verlena Simms. It outlines her professional experience working in call centers, as an ESL teacher in China, as a librarian, and as a school assistant. It also lists her education as a Masters in Library and Information Science from Dominican University. Awards and recognitions are provided for outstanding attendance and financial literacy.

1. Verlena Simms
1519 W. Warren Blvd. #612 Chicago, IL 60607 312 208-4873 (cell) simmsverlena@gmail.com
SUMMARY
Experienced business professional who thrives in interactive environments; self-sufficient team player
dedicated to providing outstanding customer service.
AWARDS AND RECOGNITIONS
 Certificate, Outstanding Attendance, Fourth-quarter of 2015, The Chicago Lighthouse for the Blind and
Visually Impaired, 2016
 Certificate, Outstanding Attendance, First-quarter of 2015, The Chicago Lighthouse for the Blind and
Visually Impaired, 2015
 Certificate, Financial Literacy Program, Illinois Department of Financial and Professional Regulation,
2014
 Recognized for demonstrating professionalism, personal approach, and excellent customer service at
ITW 2014, Capacity Media and Convention Connection, 2014
PROFESSIONAL EXPERIENCE
The Chicago Lighthouse, Chicago, IL
Call Center Agent November, 2013 – Present
Temporary placement via Banner Personnel; hired permanent by The Chicago Lighthouse November, 2014
 Processing violations and providing customer service to the patrons of the Illinois Tollway
 Adhering to the rules, regulations and policies of the Illinois Tollway Authority
 Achieved monitoring scores of 100%, 100% and 98% for 2nd Quarter of 2015
Chengdu Neusoft University, Qingchengshan, Dujiangyan, P.R. China
ESL Teacher September, 2011 – June, 2012
 Increased the English proficiency of college students in seven classes of 60 students each
 Taught Oral English I and II for fall and spring semesters
 Created ESL lesson plans for over 420 university students
Westwood College O’Hare, Chicago, IL, USA
Librarian October, 2007 – February, 2011
 Maintained the library at the level of acceptance for state and accrediting agencies
 Responsible for managing assigned budget for library services ($1,850 month)
 Compiled and reported library statistics
 Library User Instruction - Instructed college mandated information literacy sessions via EbscoHost,
ProQuest and LexisNexis databases and online library catalog covering 20-40 students per meeting
LaSalle Language Academy, Chicago, IL, USA
School Assistant II September, 2002 – October, 2007
 Increased the understanding of multi-cultural awareness among students
 Supervised two students in completing daily assignments for five consecutive years
 Collaborated with teachers regarding upcoming assignments
EDUCATION
Dominican University, River Forest, IL
Masters of Library and Information Science, 2006