Brenda Zapata Arroyo
Brandon,FL
Overview
24
24
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE LEVEL 2
Maximus Federal
09.2021 - Current
- Handled escalated customer inquiries, complaints, and requests with professionalism, empathy, and a focus on resolution.
- Utilize advanced healthcare knowledge and troubleshooting skills to address complex customer issues and technical problems effectively.
- Serve as a primary point of contact for customers, providing assistance, information, and support via phone.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
DATA ENTRY CLERK
Ag-Mart Produce Inc.
03.2020 - 09.2021
- Input and verify data from various sources, including paper documents, electronic files, and online forms, into the company’s database for Payroll purposes.
- Maintain confidentiality and data security by handling sensitive information with discretion and adhering to company policies and procedures.
- Utilized software tools and techniques to streamline data entry processes, improve efficiency and reduce manual errors.
- Followed established procedures to enter and process data correctly.
Spanish Teacher
Interamerican University School
03.2013 - 01.2020
- Contributed to curriculum development, ensuring alignment with state standards and incorporation of best practices in Spanish instruction.
- Evaluated student performance using various assessment tools, providing constructive feedback, and working closely with struggling learners to improve outcomes.
- Participated in professional development opportunities to stay current on pedagogical trends and enhance teaching skills further.
- Elevated student proficiency levels by implementing individualized learning strategies tailored to each learner''s strengths and weaknesses.
- Facilitated significant improvement in students' standardized test scores by focusing on exam strategies and practice exams.
- Adapted teaching methods and materials to meet needs of students with learning differences, ensuring equitable access to learning.
ADMINISTRATOR
Dharma Institute
02.2009 - 02.2013
- Oversee all administrative functions of the institute, including human resources, finance, facilities management, and student services.
- Developed and implemented administrative systems to improve operational efficiency and ensure compliance with regulatory requirement per country.
- Oversee budget development and financial management while maintaining accurate records and documentation related to student enrollment, attendance, performance, and other administrative processes.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
Spanish Teacher
Morning Glory School
01.2001 - 01.2009
- Used written exercises to test and develop reading and writing.
- Contributed to curriculum development, ensuring alignment with state standards and incorporation of best practices in language instruction.
- Evaluated student performance using various assessment tools, providing constructive feedback, and working closely with struggling learners to improve outcomes.
- Attended department meetings to develop and update course curricula.
- Participated in professional development opportunities to stay current on pedagogical trends and enhance teaching skills further.
- Elevated student proficiency levels by implementing individualized learning strategies tailored to each learner''s strengths and weaknesses.
Education
M.Ed - Teaching And Curriculum Development
Interamerican University of Puerto Rico
Ponce, PR05.2020
Bachelor of Arts - Teaching Spanish in The Secondary
Interamerican University of Puerto Rico
San Germán, PR05.2000
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Problem Resolution
Call center experience
Computer Proficiency
Conflict Resolution
Complaint Handling
Microsoft Excel
Complaint resolution
Microsoft Outlook
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE LEVEL 2
Maximus Federal
09.2021 - Current
DATA ENTRY CLERK
Ag-Mart Produce Inc.
03.2020 - 09.2021
Spanish Teacher
Interamerican University School
03.2013 - 01.2020
ADMINISTRATOR
Dharma Institute
02.2009 - 02.2013
Spanish Teacher
Morning Glory School
01.2001 - 01.2009
M.Ed - Teaching And Curriculum Development
Interamerican University of Puerto Rico
Bachelor of Arts - Teaching Spanish in The Secondary
Interamerican University of Puerto Rico