ELISHIA M MATA
Harlingen,USA
Summary
Dynamic professional with strong skills in educational technology and instructional design. Experienced in developing engaging training materials and facilitating effective training sessions, driving enhanced learning outcomes.
Overview
13
13
years of professional experience
Work History
Cusotmer Relations +
Apple Inc.
Austin, Tx
04.2025 - Current
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted in developing training materials for diverse learning styles.
- Facilitated training sessions for new employees and ongoing staff development.
ASSESSMENT RATER
PEARSON EDUCATION
01.2018 - Current
- Seasonally, I work with Pearson Education scoring state standardized English assessments for grades seven and ten.
- I collaborate with a group to provide an average median score for students.
- I've scored over 128 assessments for Pearson Education.
RETURN TO WORK MENTOR
APPLE INC
01.2013 - Current
- As one of ten trained Return to Work Mentors, I prepare advisors individually in Customer Relations and Direct Dispatch for a successful return to their job role.
- I create and use training materials in the form of keynotes, learning games, and examples of phone calls for Customer Relations Advisors and Direct Dispatch Advisors.
- Using Here to Help, I have over 2,000 hours of mentoring experience with Apple.
DIRECT DISPATCH ADVISOR
APPLE INC
Austin, TX
01.2013 - 04.2025
- As a Direct Dispatch Advisor, I provide answers needed related to repairs, sales support and general how-to questions.
- Advisors consult to ask general or detailed repair related questions, I provide guidance using Apple's Articles.
- I've created multiple articles, to aide advisors in resolving customer related issues.
- Additionally, I provide back fill managerial duties in the absence of Team Managers.
- Those duties include but are not limited to time cards- attendance, monitoring advisors during work hours.
- Creating schedules, managing time off and employee records and coaching advisors.
- I've managed over 20-30 advisors at any given during my time with Apple.
ENGLISH LANGUAGE TEACHER
VIP-KID
01.2017 - 01.2018
- In a virtual environment using creativity and virtual tools, I teach English to students around the world.
- In addition to teaching English, I create a personalized curriculum for students to provide the best learning experience coupled with a fun 3-D environment using green screen to provide awards and fun activities.
- I work with the parents of each student to advise of their progress.
Education
Ph.D. - Educational Research
Liberty University
Lynchburg, VA12-2028
Educational Technology - EDUCATIONAL TECHNOLOGY
UNIVERSITY OF TEXAS, RIO GRANDE VALLEY
Edinburg, TX01.2019
CURRICULUM INSTRUCTIONAL SPECIALIST -
UNIVERSITY OF TEXAS AT EL PASO
El Paso, TX01.2016
GLOBAL BUSINESS AND PUBLIC POLICY -
UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE
College Park, MD01.2012
Skills
- Educational technology
- Assessment scoring
- Research
- Team collaboration
- Instructional design
- Project management
- Educational assessment
- Performance assessment
Timeline
Cusotmer Relations +
Apple Inc.
04.2025 - Current
ASSESSMENT RATER
PEARSON EDUCATION
01.2018 - Current
ENGLISH LANGUAGE TEACHER
VIP-KID
01.2017 - 01.2018
RETURN TO WORK MENTOR
APPLE INC
01.2013 - Current
DIRECT DISPATCH ADVISOR
APPLE INC
01.2013 - 04.2025
Ph.D. - Educational Research
Liberty University
Educational Technology - EDUCATIONAL TECHNOLOGY
UNIVERSITY OF TEXAS, RIO GRANDE VALLEY
CURRICULUM INSTRUCTIONAL SPECIALIST -
UNIVERSITY OF TEXAS AT EL PASO
GLOBAL BUSINESS AND PUBLIC POLICY -
UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE