Carmen Rios
El Paso,Texas
Summary
A motivated individual looking to have an influence in this world by applying the skills and experience acquired through working with others.
Overview
18
18
years of professional experience
Work History
AI Trainer (Generalist)
Handshake AI Fellowship
Remote
10.2025 - Current
- Developed and evaluated domain-specific prompts to assess the performance of large language models (LLMs) in generalist tasks.
- Analyzed LLM outputs for scientific accuracy, clarity, and depth in specialized subfields.
- Enhanced AI comprehension of complex generalist tasks through expert review and constructive feedback.
- Conducted independent research to support prompt development and evaluation tasks.
AI Trainer (Customer Service Representatives)
Mercor AI
Remote
11.2025 - 04.2026
- Designed and developed training tasks to improve the performance of large language models (LLMs) in customer service scenarios.
- Contributed to enhancing AI understanding of customer service representative responsibilities by creating end-to-end task simulations.
- Structured and refined realistic customer service workflows to help AI systems accurately replicate role-specific tasks.
- Created and iterated on task examples to improve AI handling of common customer interactions and edge cases.
- Supported the development of high-quality training data by modeling complete customer service processes from initial inquiry to resolution.
Academic Advisor
Southern New Hampshire University
Remote
02.2025 - 08.2025
- Advised students on academic programs and course selection to enhance educational outcomes.
- Developed personalized academic plans in collaboration with students to ensure alignment with career goals.
- Facilitated workshops on time management and study skills to promote student success.
- Reviewed and analyzed student progress reports to identify areas for improvement and intervention.
Customer Service Representative
FMG
Remote
07.2024 - 02.2025
- Delivered exceptional customer service to financial advisors, enhancing understanding of available marketing services.
- Facilitated optimal client outcomes by guiding navigation of business websites and developing long-term service strategies.
- Engaged in active listening and applied empathetic communication to address and resolve customer inquiries.
- Managed multi-channel communication, ensuring timely response to client needs.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
Registered Behavior Technician (RBT)
Positive Behavior Corporations (PBS)
El Paso, TX
09.2023 - 02.2024
- Facilitated delivery of high-quality behavioral services for clients on the autism spectrum.
- Nurtured client and family relationships to enhance overall family well-being and satisfaction.
- Facilitated client navigation through challenges to promote the development of essential behavioral skills in all environments.
- Demonstrated effective replacement behaviors to clients and stakeholders, promoting improved well-being for clients and their families.
Customer Service Representative
Charter Communications, Spectrum
El Paso, TX
04.2022 - 09.2023
- Addressed customer concerns regarding monthly billing statements with prompt and effective communication.
- Guided customers in selecting and configuring plans and services to optimize satisfaction.
- Delivered comprehensive explanations regarding recent and upcoming service changes.
- Streamlined workflow processes to guarantee efficient customer assistance daily.
- Provided expert advice and assistance to customers, addressing unique needs and preferences.
- Facilitated customer appointment scheduling, special order requests, and merchandise pick-up arrangements.
- Analyzed customer feedback and implemented process improvements to enhance satisfaction levels.
- Developed strategies to cultivate customer loyalty, promoting repeat business and increasing overall sales.
- Delivered outstanding customer support to foster positive interactions and ensure satisfaction through comprehensive product expertise.
- Educated customers on billing payment processing and support policies to enhance understanding and compliance.
Technical/Inside Sales Representative
Continuum Global Solutions
El Paso, TX
06.2020 - 03.2021
- Delivered technical support to customers for troubleshooting cable and internet equipment issues.
- Resolved customer inquiries regarding equipment setup and safety for in-home use and mobile Wi-Fi hotspot locations.
- Oversaw appointment scheduling for customers seeking equipment setup or replacement following comprehensive troubleshooting procedures.
- Supported customers in establishing comprehensive service packages, encompassing equipment insurance and troubleshooting for personal devices.
- Facilitated positive and professional customer interactions to enhance service quality.
Owner/Manager
Aqua Nation Pool & Spa Services
Anthony, NM
06.2016 - 06.2020
- Enhanced customer loyalty and satisfaction by maintaining consistent and effective communication.
- Managed ongoing project timelines, prioritizing client needs to guarantee adherence to deadlines.
- Addressed customer concerns effectively to maintain high service standards and meet all needs.
- Addressed and resolved customer inquiries and complaints with a focus on empathy and understanding.
- Directed workflow processes to enhance service quality and customer satisfaction.
- Oversaw daily business operations to ensure efficiency and productivity.
- Collaborated with customers to identify requirements and deliver effective solutions.
- Optimized operational efficiency and productivity through strategic budget management and cost control.
- Analyzed performance metrics to align operations with current business conditions and anticipate future needs.
- Developed and enforced internal policies aimed at maintaining high responsiveness to evolving demands.
- Performed in-depth market research to assess competitive landscape and identify emerging opportunities.
Customer Service Representative
Convergys
Las Cruces, NM
03.2014 - 07.2014
- Assisted customers with troubleshooting cell phone issues. Supported clients in resolving internet service problems.
- Maintained current understanding of product and service modifications to enhance customer support.
- Cultivated strong client relationships, establishing a reputation for surpassing service standards.
- Provided top-tier customer support and cultivated rapport with clients to optimize customer and sales service experiences.
- Delivered outstanding support to customers, ensuring their needs remained the top priority in every situation.
- Engaged in effective dialogue with team members, independent contractors, and clients to foster collaboration.
Chat Customer Service Representative
GC Services
El Paso, TX
07.2011 - 03.2014
- Delivered exceptional customer and sales support for online clients initiating new services or returning for existing accounts.
- Attained elevated sales percentages through implementation of consultative, value-driven customer service strategies.
- Managed email inquiries and provided assistance with login information. Supported customers by explaining electricity consumption details and addressing billing inquiries.
- Facilitated achievement of elevated customer satisfaction by enhancing support within EVgo customer department.
- Collaborated with stakeholders to enhance electronic vehicle usage across Washington D.C., California, Virginia, Texas, and Maryland, supporting environmental sustainability efforts.
- Guided customers through troubleshooting steps for vehicle charging, ensuring minimal errors and enhancing user experience.
- Assisted customers with inquiries regarding retail electric services. Supported first call resolution efforts by addressing customer concerns effectively. Collaborated with team members to enhance service delivery.
- Facilitated establishment of temporary services for individuals seeking to rent, sell, or construct residential and commercial properties.
- Assisted customers in identifying suitable rate plans. Helped track orders that remained incomplete. Discussed additional services to enhance customer experience.
- Managed maintenance of accounts with pending balance deposits and credits.
- Delivered exceptional customer service to fulfill customer needs and enhance satisfaction.
- Delivered comprehensive information to customers regarding service transfers and additional electricity packages.
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns.
- Managed customer telephone inquiries promptly to enhance service efficiency.
Assistant
Robert's Apartments
San Elizario, TX
10.2008 - 03.2011
- (Family owned and operated). Provided assistance with the organization of files, contracts, and maintaining the cleanliness of each individual apartment.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Answered incoming calls, processed requests and relayed messages to appropriate personnel.
- Assisted manager in all aspects of business operations.
- Attended to office operations and required paperwork.
- Participated in strategic planning for company growth.
- Handled incoming and outgoing calls with possible tenants as well as current tenants.
- Worked to resolve any maintenance issues the tenants encountered and maintained a positive environment to meet all of their needs.
Education
Master of the Arts - Forensic Psychology with Licensure Track
The Chicago School of Professional Psychology
Remote08-2024
Certificate of Completion - Web Hosting: Customer Service
Rio Salado College
Tempe, AZ05-2024
Bachelor of Arts - Psychology
New Mexico State University
Las Cruces, NM05-2022
Associate of The Arts - Psychology
New Mexico State University - Dona Ana Community College
Las Cruces, NM12-2019
Skills
- Empathetic communication
- Emotional awareness
- Effective time management
- Proficient in verbal and written communication
- Critical analysis
- Proficient in Word, JASP, Excel
- Crisis management
- Effective listening
- Effective team engagement
- Behavioral skills training
- Observational skills
- Emotional wellness support
- Data retrieval expertise
- Conducting experiments
- Data analysis and synthesis
- Accurate data entry
- Collaborative teamwork
- Information gathering
- Client support
- Analytical problem-solving
Timeline
AI Trainer (Customer Service Representatives)
Mercor AI
11.2025 - 04.2026
AI Trainer (Generalist)
Handshake AI Fellowship
10.2025 - Current
Academic Advisor
Southern New Hampshire University
02.2025 - 08.2025
Customer Service Representative
FMG
07.2024 - 02.2025
Registered Behavior Technician (RBT)
Positive Behavior Corporations (PBS)
09.2023 - 02.2024
Customer Service Representative
Charter Communications, Spectrum
04.2022 - 09.2023
Technical/Inside Sales Representative
Continuum Global Solutions
06.2020 - 03.2021
Owner/Manager
Aqua Nation Pool & Spa Services
06.2016 - 06.2020
Customer Service Representative
Convergys
03.2014 - 07.2014
Chat Customer Service Representative
GC Services
07.2011 - 03.2014
Assistant
Robert's Apartments
10.2008 - 03.2011
Certificate of Completion - Web Hosting: Customer Service
Rio Salado College
Bachelor of Arts - Psychology
New Mexico State University
Associate of The Arts - Psychology
New Mexico State University - Dona Ana Community College
Master of the Arts - Forensic Psychology with Licensure Track
The Chicago School of Professional Psychology
Awards
Awarded: 1st Place for Best Poster Van Hooshier, D., Rios, C., Alvarez, A., Langlois, D., Fraune, M. R. (November 2020). Are you there human? It’s me, robot: Listening to robots when making decisions in groups., Poster presented at NMSU’S Research and Creativity Week., Research Project: Launching “Extreme Picture Finder” in order to provide data on how students locate online universities based on what is determined to be an elite university. (2022)., Minor- Counseling and Educational Psychology