Maria - English Teacher at Colegio Intercanadiense

Specialized in preparing students for international language certification exams with high success rates.

Handled high-volume calls efficiently, ensuring customer satisfaction and issue resolution.

Provided targeted speech training to enhance AI speech recognition and data collection processes.

Managed medical forms, patient follow-ups, and delivered training on trauma and life-saving techniques.

Established management systems that increased operational efficiency and sales growth.

Preparation of students for international certification exams (CEFR KET, PET, FIRST, and CAE) attaining a 95% successful certification of students, with 50%+ certifying with Merit or Distinction.. Development and customization of engaging online and on site, lesson plans, interactive activities, and materials aligned with CEFR levels (A2-C1) to address individualized learning objectives and needs for the different students’ levels.. Fostered an inclusive, supportive classroom environment, providing online and on-site quality classes to students.. Collaborate with fellow teachers, academic coordinator, and school leaders, to review and refine curriculum, share best practices, and contribute to continuous professional development sessions.

Handled high-volume inbound calls (60–100+ per day) as the primary customer advocate, actively listening to inquiries, concerns and complaints while representing customer needs to ensure fair and timely resolutions.. Provided empathetic, professional first-contact support across phone, chat and email channels, achieving consistent customer satisfaction (CSAT) scores of 92–95% and first-call resolution rates above 85%.. Acted as the voice of the customer by investigating issues, escalating complex cases to appropriate departments, and following through to confirm satisfactory outcomes, reducing repeat contacts by 60%.. Resolved billing disputes, service complaints, policy inquiries and product-related issues while adhering to company guidelines and consumer protection standards.. Maintained detailed, accurate call documentation and CRM records (using systems such as Snow / Zendesk /platforms) to support quality audits and continuous service improvement.. De-escalated challenging customer interactions with patience and professionalism, turning negative experiences into positive outcomes in 90%+ of escalated cases.

Delivered targeted English and Spanish voice training sessions to enhance AI speech recognition and synthesis capabilities.. Managed the collection and organization of diverse photo datasets used to train and improve AI computer vision models.

Managed and processed temporary medical disability forms (IMSS) and implemented a patient follow-up system for chronic conditions (asthma, DM2, cancer, hypertension), ensuring continuity of care.. Supported general administrative operations and special projects, contributing to consistently positive outcomes during bi-annual internal and external audits.. Designed and implemented an efficient inventory control system for medical supplies and equipment, improving tracking accuracy and reducing stock discrepancies.. Performed triage, medical assessments, and patient care including vital signs monitoring, COVID testing, and follow-up contributing to the achievement of a 95% of patient satisfaction.. Organized, registered, and tracked follow-up for occupational medical examinations, laboratory tests, and health screenings for employees, ensuring full compliance and timely completion.. Provided bilingual (English-Spanish) support, including real-time interpretation during consultations and accurate translation of medical and technical documents for international visitors, executives, and healthcare personnel.

Designed and delivered training classes on anatomy, trauma management, CPR, etc. to first responders, equipping them with essential life-saving skills.. Coordinated and supervised hands-on training sessions, ensuring all participants acquired confidence and proficiency in real-world scenarios.. Served as EMT providing prehospital care and safe patient transport, consistently upholding high standards of medical service.

Established a comprehensive management system to oversee daily operations, improving efficiency.. Drove a sustained yearly increase in sales of 50% through the implementation of strategic marketing, competitive pricing and enhanced customer service strategies.. Reduced perishable waste by 80% through the introduction of appropriate management and recycling.. Reduced human resources rotation in 90%.. Directed strategic planning of yearly, monthly and weekly business objectives.. Oversaw financial operations including account management, budgeting and sales forecasting to ensure financial stability.. Negotiated supplier contracts and purchase agreements to secure favorable pricing and credit terms.