Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Janiel Santillana

Edinburg,USA

Summary

Psychology student with substantial experience in technical support and customer service. Skilled in navigating complex systems and managing multiple priorities, fostering positive outcomes through effective communication. Proven ability to assist and educate students in high-pressure environments, enhancing their learning experience and satisfaction.

Overview

7
7
years of professional experience

Work History

LMS Helpdesk Student Assistant

UTRGV
Edinburg, TX
06.2024 - Current
  • Provided technical support and guidance to faculty and students using Blackboard, D2L Brightspace, and LockDown Browser.
  • Streamlined customer service through efficient ticketing system navigation and support.
  • Received and welcomed walk-ins at the front desk, providing direct, in-person assistance.
  • Assisted with student orientations and outreach events to enhance the departmental presence.
  • Familiar with systems such as Confluence, SmartView, TeamDynamix, and WebFocus.
  • Answered incoming phone calls to address questions or transfer to appropriate staff members.
  • Provided technical assistance with computer hardware and software problems encountered by staff or students.

Enrollment Assistant

UTRGV
Edinburg, TX
10.2022 - 06.2024
  • Answered incoming calls from students and provided assistance with enrollment, billing, registration and financial aid questions.
  • Verified student eligibility to enroll in courses and programs according to established criteria.
  • Scheduled appointments for prospective students who need additional assistance with the enrollment process.
  • Ensured compliance with privacy regulations while managing student records, and advising on enrollment.
  • Performed follow-up calls as necessary to ensure a satisfactory resolution of students' inquiries.
  • Assisted students with enrollment processes and academic advising.
  • Managed student records using database management systems.
  • Responded to inquiries from students regarding admission requirements and deadlines.
  • Collaborated with academic departments to improve enrollment procedures and student experience.
  • Responded to requests for information about enrollment process.

Library Assistant Volunteer

City Library
San Fernando, Mex
08.2019 - 06.2021
  • Worked alongside library staff to shelve books and organize collections.
  • Reshelved books and DVDs quickly and correctly.

Property Tax Roll Assistant

City Hall
San Fernando, Mex
01.2019 - 07.2019
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.

Education

Bachelor of Arts - Psychology

The University of Texas Rio Grande Valley
Edinburg, TX
12-2025

High School Diploma -

Colegio Héroes De Mexico
San Fernando, Mex
06.2021

Skills

  • Problem solving
  • Ticketing system navigation
  • Technical support
  • Customer service
  • Database management
  • Communication skills
  • Faculty and application support
  • Task prioritization
  • Research proficiency
  • Phone and email etiquette
  • Adaptability and flexibility
  • Training and development expertise
  • Team collaboration

Languages

Spanish
Native/ Bilingual
English
Full Professional

References

References available upon request.

Timeline

LMS Helpdesk Student Assistant

UTRGV
06.2024 - Current

Enrollment Assistant

UTRGV
10.2022 - 06.2024

Library Assistant Volunteer

City Library
08.2019 - 06.2021

Property Tax Roll Assistant

City Hall
01.2019 - 07.2019

Bachelor of Arts - Psychology

The University of Texas Rio Grande Valley

High School Diploma -

Colegio Héroes De Mexico

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