Dynamic professional with over 8 years in curriculum development, employee onboarding, and customer service. Skilled in bilingual communication, digital tools, and cross-functional collaboration, dedicated to improving operational efficiency and learner engagement.
Designed and delivered training modules tailored to operational needs and varied learning styles.
Led onboarding initiatives, developed training resources, and structured onboarding plans for new hires.
Created bilingual training content and communicated effectively across diverse teams and customer support channels.
Handled customer inquiries and escalations, maintaining service quality and fostering customer loyalty.
Yango
Onboarded and trained 250+ employees across multiple regions, tailoring content to operational needs and providing actionable feedback to drive improvement., Delivered refresher courses and implemented updates in policies for senior agents., Developed bilingual (English/Spanish) training resources...
Yango
Handled customer complaints from social media DMs/comments, in-app support, emails, and phone calls., Resolved escalated issues with a focus on speed, accuracy, and customer satisfaction., Monitored brand-related mentions and trends, escalating patterns to relevant teams., Maintained service...
LMS Bolivia
Contacted U.S.-based customers on behalf of partner banks to offer loan refinancing options., Promoted financial services in compliance with company and regulatory guidelines., Consistently met and exceeded call volume and conversion targets., Maintained accurate call records and updated CRM...
Freelance
Bachelor’s Degree
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Utilized CRM platforms, social media management tools, and creative suites for training and customer support.
Designed and delivered lesson plans for beginner to advanced students., Used varied teaching methods to suit individual learning styles and goals., Assessed progress regularly and provided targeted support for improvement., Developed supplementary materials to reinforce key grammar, vocabulary, and...