YAMILETH ASTORGA SERRANO
English Teacher
Cartago
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate Teacher provides students with exceptional learning opportunities and support of educational endeavors. Skilled implementer of diverse instruction methods for cultivating fruitful learning environment for all. Positively motivates students with individual guidance and empathetic mentorship.
Overview
5
5
years of professional experience
1
1
Certification
2
2
Languages
Work History
English Teacher
Mep
03.2023 - Current
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Coordinated activities to encourage interest in reading.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Assessed student progress and provided feedback to improve performance and establish academic success.
Customer Service Representative
Cognizant Technology Services
10.2022 - 03.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Tracked customer service cases and updated service software with customer information.
Call Center Customer Service Agent
SmileDirectClub
11.2019 - 07.2022
- Collaborated with team members to enhance overall performance, sharing best practices and constructive feedback.
- Proactively identified potential system or process inefficiencies; proposed feasible improvements for management consideration.
- Exceeded performance metrics consistently while maintaining a high level of professionalism during each interaction.
- Efficiently managed high call volume, effectively addressing customer inquiries and concerns.
- Provided exceptional service by demonstrating empathy towards customers'' situations, building trust and loyalty.
- Responded to customer calls and emails to answer questions about products and services.
Education
Bachelor of Science - Education
UAM
Cartago 05.2001 -
Skills
Knowledge of Salesforce CRM
Certification
Bachellors degree
Hiking
I love to go hiking when I have time . Usually I go with a group of friends and sometimes we can walk for 3 or 4 hours in the mountains , trails and river the thing I love the most is to share time with people and nature.
Timeline
English Teacher
Mep
03.2023 - Current
Customer Service Representative
Cognizant Technology Services
10.2022 - 03.2023
Call Center Customer Service Agent
SmileDirectClub
11.2019 - 07.2022
Bachelor of Science - Education
UAM
05.2001 -
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