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Elisabet
Customer Care Specialist
Video resume
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Competencies
Demonstrated experience with Creating instructional materials.
Demonstrated experience with Personalizing training.
Demonstrated experience with Designing engaging content.
Demonstrated experience with Delivering group onboarding.
Demonstrated experience with One-on-one coaching.
Education
Languages
Summary
Customer Care Specialist open to new opportunities
Experience
Customer Care Specialist
Joined the Alorica team as a Frontline agent for a customer care program taking English and Spanish calls, handling accounts, complaints, and customer experience.
Dedicated Language and Communication Specialist
Led the development and implementation of English proficiency and upskilling programs for one of the biggest clients, as the sole trainer and content creator.. Built the department’s learning infrastructure from the ground up, designing original training materials, videos, and job aids using tools like Canva, ChatGPT, Grammarly, and Google Workspace.. Collaborated with the U.S.-based leadership, supported recruitment and onboarding, and standardized training processes.. Provided coaching, delivered feedback, and trained staff in the effective use of AI tools to improve communication, content delivery, and performance.. Tracked trainee progress (weekly, bi-weekly, and monthly), translated results into measurable data (percentages and metrics), and presented findings to stakeholders.
Language and Communication Specialist
Supported beginner-level English learners through the Language and Communication Department, evaluating candidates' language proficiency, digital literacy, and job readiness using tools like Versant, AMCAT, Gemini, and ChatGPT.. Delivered a three-month intensive English and onboarding program focused on language acquisition and workplace skills.. Prepared reports and collaborated with agents, managers, and the recruitment team to align training efforts and promote continuous upskilling across the organization.
Learning Services Learning Specialist
Designed and delivered onboarding and training programs for new and tenured team members.. Facilitated group sessions and one-on-one coaching, created instructional materials, developed learning plans, and tracked performance.. Conducted evaluations to measure training effectiveness and partnered with Operations and Customer Experience teams to close knowledge gaps through targeted upskilling.
Account Supervisor Group
Took charge of escalated calls and situations.
Customer Retention Group
Started as a customer service representative in the Customer Retention group for one of the biggest clients.
Translator
Translated an independent book series from English into Spanish, maintaining the author’s distinct narrative voice, tone, and character arcs across multiple volumes.
Skills
Video Transcript
Video Transcript 1
Hello, my name is Yasi. I am 26 years old and I've been working in a call center industry for 10 years now, and I'm very experienced. Even though I live in Guatemala, I'm very experienced in the culture in the United States, and I'm very familiar with, you know, everything that has to do with customer service since I've been working in it for a long time and I'm very excited to be applying for this role. Thank you.
Video Transcript 2
Hello, so my name is Yasi. I have worked in the call center industry since I was 17 years old. I'm now 26, so it's almost been 10 years. And I live in Guatemala. However, I was raised learning English, so I'm fluent in both English and Spanish, and I also was raised around a lot of North American U.S. citizens, so I do know a lot about that, the culture over there. And the company that I work with.