Jesarela Rocha
Scarsdale
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Mexico City Federal Government
10.2021 - 07.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
English Teacher
España Middle and Highschool
08.2018 - 02.2021
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Prepared comprehensive English curriculum for multiple classes.
- Developed strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
- Participated in ongoing professional development opportunities to remain current on educational trends and research-based strategies for instruction.
- Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
- Collaborated with colleagues to develop interdisciplinary curriculum, resulting in enriched learning experiences for students.
- Attended department meetings to develop and update course curricula.
- Led after-school tutoring sessions for students needing extra support or enrichment opportunities, resulting in improved academic outcomes.
- Served as an advisor for extracurricular clubs or organizations, contributing to the overall development of well-rounded students.
- Engaged parents and guardians in their children's education through regular communication and involvement opportunities.
- Organized school-wide events to promote language arts, engaging community in students' learning processes.
- Adapted teaching materials for virtual learning platforms, ensuring continuity of education during remote learning periods.
- Utilized multimedia resources to enhance lessons and cater to different learning styles.
English as a Second Language Teacher
España Elementary School
08.2018 - 07.2020
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course objectives.
- Designed interactive lessons to engage all learning styles and promote active participation.
- Advised school administration on the selection of appropriate ESL resources and materials for use in the classroom setting.
English as a Second Language Teacher
ITD, Foreign Language Center
10.2017 - 06.2020
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course objectives.
- Designed interactive lessons to engage all learning styles and promote active participation.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Collaborated with colleagues to share best practices, creating a supportive teaching community.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Administered language proficiency tests and awarded highest-scoring students.
- Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
- Coordinated special events celebrating linguistic diversity within the school community, fostering an inclusive atmosphere for all learners.
Kindergarten English Teacher
Kids Garden, Child Services Interactive Space
08.2017 - 12.2017
- Supported English language learners in their acquisition of language skills through targeted instruction and additional resources.
- Strengthened classroom management for a positive learning environment by establishing clear expectations and enforcing consistent consequences.
- Enhanced communication skills by implementing daily group activities and fostering collaborative learning.
- Collaborated with fellow teachers to develop interdisciplinary units that connected students'' learning across multiple subjects areas.
- Increased parental involvement in children''s education by conducting regular parent-teacher conferences and providing frequent progress updates.
- Implemented effective classroom routines for smooth transitions between activities, minimizing downtime and maximizing instructional time.
- Developed students'' social-emotional skills with regular lessons on empathy, respect, and cooperation.
- Created and implemented activities to foster critical thinking skills of students.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Rewarded student success by utilizing praise and positive reinforcement techniques.
Assistant Teacher Volunteer
Language Institute, Juarez University From Durango
08.2016 - 11.2016
- Established a positive classroom environment that fostered mutual respect and collaboration among students.
- Served as a mentor to new volunteers, modeling effective teaching strategies and providing guidance throughout their onboarding process.
- Provided one-on-one support to students struggling with coursework, resulting in significant improvement in their academic performance.
- Utilized various assessment tools to measure student progress accurately, adjusting instructional tactics accordingly for optimal results.
Personal English Tutor
Language Institute, Juarez University From Durango
08.2015 - 11.2015
- Enhanced student comprehension by incorporating visual aids and hands-on activities into lesson plans.
- Increased student motivation by setting achievable short-term goals and celebrating milestones along the way towards long-term success.
- Developed personalized tutoring strategies for individual students, resulting in improved academic performance.
- Evaluated student progress through regular assessments, adjusting tutoring strategies as necessary for optimal results.
Education
Certificate - Social Media Marketing
Monroe College
New Rochelle, NY05-2024
Certification - English For Academic Purposes
Westchester Community College
Valhalla, NY12-2022
Certification - English As A Second Language
Westchester Community College
Valhalla, NY04-2021
Bachelor of Arts - Teaching English As A Second Or Foreign Language
Universidad Juarez Del Estado De Durango
Durango, MX08-2018
High School Diploma -
Colegio De Bachilleres
Santiago Papasquiaro, Durango, MX.07-2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Computer Proficiency
- Microsoft Outlook
- Paperwork Processing
- Reading Comprehension
- Office equipment proficiency
- Conflict Mediation
- Call Center Operations
- Data Entry
- Customer Relations
Certification
- TOEFL Preparation Workshop Westchester Community College 2023/04
- English for Academic Purposes Westchester Community College 2022/12
- Social Media Marketing Monroe College 2024/05
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
- Participating in fundraising events to support local charities, schools, or community projects
- Developing software, websites, and apps in various programming languages
- Outdoor Recreation
- Volunteering
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- I have a passion for photography and editing photos
- Fashion
Timeline
Customer Service Representative
Mexico City Federal Government
10.2021 - 07.2022
English Teacher
España Middle and Highschool
08.2018 - 02.2021
English as a Second Language Teacher
España Elementary School
08.2018 - 07.2020
English as a Second Language Teacher
ITD, Foreign Language Center
10.2017 - 06.2020
Kindergarten English Teacher
Kids Garden, Child Services Interactive Space
08.2017 - 12.2017
Assistant Teacher Volunteer
Language Institute, Juarez University From Durango
08.2016 - 11.2016
Personal English Tutor
Language Institute, Juarez University From Durango
08.2015 - 11.2015
Certificate - Social Media Marketing
Monroe College
Certification - English For Academic Purposes
Westchester Community College
Certification - English As A Second Language
Westchester Community College
Bachelor of Arts - Teaching English As A Second Or Foreign Language
Universidad Juarez Del Estado De Durango
High School Diploma -
Colegio De Bachilleres
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