Isabella Copple
Conroe,TX
Summary
Dynamic professional with a strong background in customer service at Azul Airlines International, excelling in problem resolution and active listening. Proven ability to enhance customer satisfaction through effective communication and critical thinking. Experienced English teacher skilled in adapting lessons for diverse learners, fostering engagement and comprehension.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Azul Airlines International Fort Lauderdale Florida
10.2014 - 08.2015
- Provided support for booking modifications and cancellations using proprietary reservation systems.
- Assisted in training new employees on company policies and customer service protocols.
- Collaborated with team members to streamline communication processes, improving response times.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Maintained up-to-date knowledge of flight schedules, fare structures, and service offerings to assist customers effectively.
- Handled escalated issues with professionalism, ensuring positive outcomes for customers and the airline.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
English Teacher
FAM College in Brazil
01.2001 - 12.2009
- Developed engaging lesson plans to enhance student understanding of English literature and grammar.
- Assisted in implementing classroom management strategies to foster a positive learning environment.
- Collaborated with colleagues to design interdisciplinary projects that integrated English language skills with other subjects.
- Facilitated small group discussions to encourage student participation and critical thinking.
- Adapted instructional materials to meet diverse learning needs and promote inclusivity in the classroom.
- Participated in professional development workshops to improve teaching techniques and stay current with educational trends.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
English Teacher
Colégio Salesiano Dom Bosco Em Americana Brazil
01.2001 - 12.2009
- Developed engaging lesson plans to enhance student understanding of English literature and grammar.
- Assisted in implementing classroom management strategies to foster a positive learning environment.
- Collaborated with colleagues to design interdisciplinary projects that integrated English language skills with other subjects.
- Facilitated small group discussions to encourage student participation and critical thinking.
- Adapted instructional materials to meet diverse learning needs and promote inclusivity in the classroom.
- Participated in professional development workshops to improve teaching techniques and stay current with educational trends.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Implemented technology-based tools for interactive learning experiences, enhancing student engagement and comprehension.
Education
Bachelor of Science - English Language And Literature
PUC Campinas
Campinas, São Paulo, Brazil01.2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
Certification
NESE Harvard certificate as teaching English as a second language
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Azul Airlines International Fort Lauderdale Florida
10.2014 - 08.2015
English Teacher
FAM College in Brazil
01.2001 - 12.2009
English Teacher
Colégio Salesiano Dom Bosco Em Americana Brazil
01.2001 - 12.2009
Bachelor of Science - English Language And Literature
PUC Campinas
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