Glenda Zelaya

• Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
• Upheld classroom routines to support student environments and maintain consistent schedules.
• Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
• Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.

• Provided clerical support to Transportation Department
• Performed leadership duties for group projects.
• Opened and properly distributed incoming mail.
• Helped distribute employee notices and mail around the office.
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Provided clerical support to company employees, including copying, faxing and file management.

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Supported customers and fielded questions regarding merchandising and pricing.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Asked open-ended questions to assess customer needs.
• Routinely answered customer questions regarding merchandise and pricing.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

• Asked open-ended questions to assess customer needs.
• Answered an average of 200 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Earned management trust by serving as key holder, responsibly opening and closing store.
• Directed calls to appropriate individuals and departments.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Set up PC and Apple desk-top and laptops and all types of mobile devices.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Identified and solved technical issues with a variety of diagnostic tools.
• Activated accounts for clients interested in new services.
• Reviewed technical documentation and procedures.

• Established new customer accounts through perseverance, dedicated cold calling and exceptional service.
• Identified prospects' needs and developed appropriate responses along with information on products and services that would be suitable.
• Processed credit and debit card payments to complete the purchasing experience.

• Used a consultative sales approach to understand and meet customer needs.
• Immediately addressed problems with customer accounts to promote quick resolution.
• Maintained routine communication with clients to assess their overall satisfaction, resolve complaints and promote new offerings.
• Completed customer searches to generate new leads.

Supervised a staff of 8 customer service agents for billing and technical support issues Insured all team members were versed on policy and procedures to  include time accountability Insured and followed up on proper documentation, maintained call data logs and talk times                                                                                                                                                  

• Education & Training
• Sam Houston High School -  Diploma
• St Phillips Community College – Associated of Arts degree Completed Multiple Certified Courses -In-Service Training Courses: Supervisory Skills, Leadership & Goal-Setting, Loss Mitigation, Customer Service Best Practices, POS Systems, Inventory Management