Isis Troyo
Tooele
Summary
Dedicated and results-driven professional with over 8 years of experience in customer support, quality assurance, and program coordination. Proven track record of enhancing processes, providing comprehensive support to families and participants, and delivering exceptional client experiences. Expertise in technology support and program management positions this individual to make a meaningful impact in any organization. Committed to fostering positive relationships and driving continuous improvement to achieve organizational goals.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Waterford.org
01.2020 - Current
- Provide technical assistance to families and educators, resolving software, hardware, and connectivity issues.
- Deliver clear instructions to ensure participants remain engaged and successful in online learning programs.
- Collaborate with cross-functional teams to improve user experience and troubleshoot recurring issues.
Quality Specialist
Waterford.org
01.2018 - 01.2020
- Conducted quality reviews of program delivery, ensuring adherence to organizational standards.
- Trained and mentored new team members to improve efficiency and service quality.
- Monitored data and reporting to provide actionable insights for leadership.
Family Education Liaison
Waterford.org
06.2017 - 01.2018
- Assisted families in navigating the UPSTART program, reviewing child usage and progress reports.
- Guided parents in strategies to improve engagement and learning outcomes.
- Acted as the primary point of contact to ensure family satisfaction and program success.
Enrollment Coordinator
Waterford.org
10.2016 - 06.2017
- Managed inbound and outbound calls to support registration and enrollment in the UPSTART program.
- Educated potential participants about program benefits and assisted with onboarding.
- Maintained accurate records to streamline enrollment processes.
Education
High School Diploma -
High School Diploma -
UNAM
Mexico City, Mexico Bachelor of Science -
UNAM
Mexico City, Mexico Skills
- Customer & Technical Support
- Quality Assurance & Training
- Family & Client Engagement
- Program Coordination
- Data Monitoring & Reporting
- Communication & Collaboration
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Specialist
Waterford.org
01.2020 - Current
Quality Specialist
Waterford.org
01.2018 - 01.2020
Family Education Liaison
Waterford.org
06.2017 - 01.2018
Enrollment Coordinator
Waterford.org
10.2016 - 06.2017
High School Diploma -
High School Diploma -
UNAM
Bachelor of Science -
UNAM
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