Bready Alexandra Ramos Wagner
Customer Service & ESL Educator with 10+ years in education and banking
- Led ESL instruction for K-8 students and collaborated on curriculum development at Colegio Rosa de Saron.
- Managed high-priority customer escalations at Samsung's Office of the President, resolving complex cases efficiently.
- Produced detailed reports and monitored real-time data for workforce management in call center roles.
ESL Instruction
Advanced
Designed and delivered ESL lessons for diverse age groups, facilitating language acquisition.
Customer Support & Service
Advanced
Provided financial advice and managed customer inquiries across multiple platforms, ensuring high satisfaction.
Data Analysis & Report Generation
Intermediate
Produced internal and external reports, monitored real-time data to optimize workforce management.
Curriculum Development & Lesson Planning
Advanced
Developed engaging lesson plans and curricula for ESL education, assessing student progress.
Case & Escalation Management
Advanced
Handled high-priority customer escalations, analyzing cases to identify improvements.
Languages
English
Fluent
Portuguese
Certified
September 2015 - Present
Docente de lengua, Mención Ingles
Colegio Rosa de Saron
Oversaw ESL instruction for students from kindergarten to middle school., Created engaging and interactive lessons to facilitate language acquisition., Collaborated with colleagues to develop a comprehensive ESL curriculum.
November 16, 2022 - December 2024
Customer Service, Asesor de Experiencia al Cliente - back up trainer - Soporte - Service Officer
Scotiabank GBS
Provide financial advice and guidance to customers on day-to-day banking and loan inquiries., Assist customers with account management, transactions, and resolving banking issues.
August 15, 2021 - January 28, 2022
Customer Service, Asesor de Experiencia al Cliente (chat position) - Soporte - real-time analyst (RTA/ workforce)
Talk to rep (Outplex)
Produced daily and hourly internal and external reports for two lines of business (LOBs)., Monitored real-time data to ensure optimal workforce management and resource allocation., Assisted with various projects and performed.
January 28, 2022 - October 15, 2022
Customer Service, Asesor de Experiencia al Cliente (chat position) - support
Teleperformance
Maintained high levels of customer satisfaction through effective communication and problem-solving., Conduct training sessions for new hires and provide ongoing support to team members., Ensure customer satisfaction by delivering high-quality service and support.
January 2022 - December 2022
Customer Service, Asesor de Experiencia al Cliente (Emails position)
uno call center
Handled customer inquiries and issues via chat and email., Provided support to other agents and ensured smooth project operations., Contributed to team performance by maintaining high standards of customer service.
October 2023 - December 2024
Docente de lenguas, Mención Ingles
UNAPEC
Taught English to students of different age groups and proficiency levels., Created and delivered engaging lesson plans to improve language skills., Assessed student progress and adapted teaching methods to meet their needs.
May 2025 - Present
Customer Service, Asesor de Experiencia al Cliente - Case Analyst
Newtech- Samsung Office Of the President
Manage executive-level and high-priority customer escalations for Samsung’s Office of the President, ensuring timely and effective resolution., Act as a cross-functional liaison between customers, internal teams, and leadership to deliver end-to-end case solutions., Analyze complex cases to...
UAPA
Bachelor of Education
Colegio Nuestra Señora de la Fe
High School
APEC/MESCYTT
English Certificate
APEC
Portuguese Certificate
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