Salesforce
Angel Alicea
Customer Success Manager
Orlando,FL
Summary
Detail-oriented professional with 5 years of experience in academic roles and 2 years in sales. Adaptable, culturally sensitive, and adept at making hard choices to benefit client growth. Committed to successful individual educational experiences. Monitors client performance while implementing efficient processes and modern technologies, utilizing appropriate intervention strategies to enhance customer success. Applies proficiency in Salesforce and Asana to create and execute effective agendas.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
ESOL Education Specialist
Victory Charter Schools
Kissimmee, FL
08.2019 - Current
- Met with parents and guardians to assist in understanding and supporting educational objectives, learning expectations and behavior standards.
- Conducted conferences with parents and students to review progress, adjust academic plans and renew enrollments.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Increased ESOL learning progress through streamlining testing procedures and updating protocols.
- Worked with 600 students to support educational success, learning and achievement.
- Developed solutions to improve performance.
- Reviewed teacher performance and suggested improvements.
- Planned, formulated and assessed goals, policies and activities designed to implement educational objectives and performance standards.
- Assessed and looked after 600 students by working closely with staff and efficiently planning and coordinating work.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Administered assessments to determine each student's specific educational and social needs.
- Used designated student database and Excel to track student data.
Teacher
Avant Garde Academy
Kissimmee, FL
02.2017 - 08.2019
- Taught diverse subjects for grades 6-12, successfully delivering seamless teaching.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Integrated existing and new technology into classroom to help provide creative and fun learning environment.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Planned and implemented integrated lessons to meet national standards.
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Enhanced student knowledge of technology by integrating various web-based applications for research and assignments.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
Concierge
Expedia Group
Orlando, FL
01.2015 - 02.2017
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Arranged for transportation to and from airport, train station and events for visitors.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Education
Master of Science - Mental Health Counseling
Palm Beach Atlantic University
Orlando, FL 08.2021 - Current
Master of Divinity -
Palm Beach Atlantic University
Orlando, FL 08.2021 - Current
Bachelor of Science - Ministerial Leadership
Southeastern University
Lakeland, FL 08.2010 - 06.2021
Skills
Training and mentoring
Software
Asana
ChurnZero
Certification
Middle Grades Social Sciences 5-9, Florida Department of Education - 2021-2024
Timeline
Master of Science - Mental Health Counseling
Palm Beach Atlantic University
08.2021 - Current
Master of Divinity -
Palm Beach Atlantic University
08.2021 - Current
ESOL Education Specialist
Victory Charter Schools
08.2019 - Current
Teacher
Avant Garde Academy
02.2017 - 08.2019
Concierge
Expedia Group
01.2015 - 02.2017
Bachelor of Science - Ministerial Leadership
Southeastern University
08.2010 - 06.2021
Middle Grades Social Sciences 5-9, Florida Department of Education - 2021-2024
Project Management - Google - 2022
Salesforce Sales Operations - Salesforce, Pathstream - 2022
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