Israel Loya
Wallkill,NY
Summary
Dedicated and compassionate community leader with over 15 years of experience providing guidance, support, and practical assistance to individuals from diverse backgrounds. Proven expertise as a senior volunteer advisor and coordinator, with strong skills in mentoring, case management, and community integration. Extensive background in enhancing decision-making and problem-solving abilities, coordinating support services, and fostering wellness and recovery. Committed to promoting diversity, equity, and inclusion while excelling in both independent and collaborative environments, complemented by excellent organizational and leadership skills in project management and technical support.
Overview
15
15
years of professional experience
Work History
Community Support Leader | Aspiring Mental Health Counselor
Religious Order of Jehovah's Witnesses
07.2014 - Current
- Coordinated support and resources for individuals and families facing personal, financial, or emotional challenges, ensuring their needs were met through practical assistance and follow-up.
- Provided ongoing guidance and mentoring to help community members set and achieve personal goals, fostering decision-making and problem-solving skills.
- Connected individuals with local services and support networks, including housing assistance, transportation, and access to community programs.
- Maintained confidential records of interactions and progress, demonstrating professionalism and respect for privacy.
- Collaborated with other volunteers and community organizations to deliver comprehensive support and coordinate services.
- Demonstrated cultural sensitivity and inclusiveness while working with individuals from diverse backgrounds.
- Led training programs for volunteers to enhance community outreach effectiveness.
Project Coordination & Systems Support | Aspiring Mental Health Counselor
Jehovah's Witnesses Organization
04.2020 - Current
- Supported ~250 users in adopting new software, delivering training and ongoing guidance
- Identified software bugs and workflow inefficiencies, providing actionable feedback to developers
- Led multi-department software transitions, including international email integration, and trained trainers
- Optimized workflows to increase issue resolution speed, improving turnaround time and overall system resilience
- Coordinated logistics for events, ensuring smooth execution and adherence to schedules.
- Developed training materials for volunteers, enhancing their understanding of program objectives.
Program Coordinator & Tech Support (Volunteer)
Jehovah's Witnesses Organization
04.2015 - 04.2020
- Built and led tech support teams, creating workflows, training programs, and support methodologies
- Consolidated five tech support units into one, improving efficiency and simplifying roles
- Identified bugs and system inefficiencies; reported solutions to developers
- Coordinated training programs, enhancing volunteer engagement and skill development across organizational initiatives.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
Customer Service Representative
Apple
05.2014 - 05.2015
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.
Education
Bachelor's degree - Psychology
04-2027
- Currently completing my Bachelors degree in Psychology
- Count with 90 College credits
- Aspiring my master's degree in Mental Health Counseling
High school diploma - undefined
01.2009
Skills
- Supportive, goal-oriented mentoring and guidance
- Case management and coordination of community resources
- Project coordination and team leadership
- Technical support and troubleshooting for software and hardware
- Training and assisting others in technology use
- Strong decision-making and problem-solving abilities
- Individual counseling
- Excellent oral and written communication skills
- Proficient with computer software and web-based systems; quick to learn new technologies
- Ability to work effectively with individuals from diverse cultural and socioeconomic backgrounds
- Commitment to modeling inclusive behaviors and proactively managing bias
- Reliable in fieldwork and engaging with clients outside the office
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Project Coordination & Systems Support | Aspiring Mental Health Counselor - Jehovah's Witnesses Organization
04.2020 - Current
Program Coordinator & Tech Support (Volunteer) - Jehovah's Witnesses Organization
04.2015 - 04.2020
Community Support Leader | Aspiring Mental Health Counselor - Religious Order of Jehovah's Witnesses
07.2014 - Current
Customer Service Representative - Apple
05.2014 - 05.2015
Horizon High School - High school diploma,
SUNY Empire State College - Bachelor's degree, Psychology