Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Jerel Ivey

43-23 Obaradai, Yokosuka, Kanagawa 239-0812

Summary

Results-oriented professional with a strong educational foundation and expertise in technical support and customer service. Skilled at resolving complex issues, simplifying technical concepts for customers, and enhancing service efficiency. Proficient in a variety of software platforms, with a commitment to continuous learning and process improvement.

Overview

11
11
years of professional experience
1
1
Certification

Work History

English Instructor

Borderlink, Inc
04.2023 - Current
  • Developed and executed a comprehensive English curriculum that increased student engagement by 30% as measured by class participation rates and positive feedback an end-of- year surveys.
  • Tailored lessons to accommodate multiple learning styles, resulting in a 15% improvement in student’s standardized test scores year-over-year.
  • Design and teach beginner to advanced ESL courses, focusing on reading, writing, speaking, and listening skills for adult learners.
  • Conduct language assessments and track student progress, adjusting teaching strategies to address individual learning needs.

Fraud Analyst

Bank of America
04.2021 - 03.2023
  • Analyzed daily account transactions and flagged unusual patterns, successfully identifying and preventing fraud in over 300 cases.
  • Contributed to the development of fraud prevention training for new employees, enhancing the team's ability to recognize and address suspicious activities.
  • Partnered with law enforcement for complex fraud cases, compiling evidence and coordinating with external agencies.

Technical Support Representative

AT&T Call Center
08.2018 - 03.2021
  • Assisted customers with account inquiries, product information, and basic troubleshooting, achieving a 95% customer satisfaction rating.
  • Addressed issues promptly, followed up on complex cases, and effectively escalated issues to technical support teams when necessary.
  • Developed excellent product knowledge and communication skills, helping to resolve issues efficiently and improve customer loyalty.

Cashier

Publix Supermarkets
05.2016 - 07.2018
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.

Childcare Assistant

North Lauderdale Children's Academy
01.2014 - 02.2016
  • Supervised daily activities for children ages 4-9, ensuring safety, engagement, and social development.
  • Planned and led age-appropriate educational and recreational activities.
  • Maintained open communication with parents regarding daily progress, behavior, and milestones.
  • Supported classroom management and helped create a positive, nurturing environment.

Education

Bachelor of Arts - Information Technology

Florida International University
Miami, FL
12-2020

Skills

  • Communication
  • Adaptability
  • CRM Software
  • Analytical Thinking
  • Multitasking
  • Classroom Management/ Student Engagement
  • Prioritization
  • Feedback Sharing

Certification

  • Google IT Support Professional Certificate
  • Teaching English as a Foreign Language (TEFL)

Timeline

English Instructor

Borderlink, Inc
04.2023 - Current

Fraud Analyst

Bank of America
04.2021 - 03.2023

Technical Support Representative

AT&T Call Center
08.2018 - 03.2021

Cashier

Publix Supermarkets
05.2016 - 07.2018

Childcare Assistant

North Lauderdale Children's Academy
01.2014 - 02.2016

Bachelor of Arts - Information Technology

Florida International University

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Jerel Ivey