Jessica Ambs
Hurst,TX
Summary
Dynamic professional with a proven track record at Southwest Airlines, excelling in customer service and problem-solving. Skilled in instructional support and critical thinking, I've significantly enhanced learning environments and customer satisfaction. Recognized for empathy development and resolving complex technical issues, I bring a blend of hard and soft skills to drive continuous improvement.
Diligent, with solid background in supporting diverse classrooms and fostering inclusive learning environments. Proven ability to assist in developing and implementing individualized education plans, enhancing student engagement, and promoting positive classroom atmosphere. Demonstrated effective communication skills and adaptability in dynamic educational settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Inclusion Assistant
Heb Isd
08.2021 - Current
- Implemented behavior management techniques for a positive learning environment, reducing disruptions and increasing focus.
- Maintained accurate records of student progress, providing regular updates to teachers and parents on achievements and areas for improvement.
- Provided one-on-one assistance to students with disabilities, fostering their academic growth and social development.
- Established strong rapport with students, parents, and colleagues by maintaining open lines of communication and demonstrating cultural sensitivity.
- Facilitated small group activities to promote peer interaction and cooperative learning among diverse students.
- Supported students'' emotional well-being through active listening, empathy, and encouragement in challenging situations.
- Observed individuals or groups of students in variety of settings to maintain safe and positive learning environment.
- Understood and acclimated to teacher's routine to provide classroom coverage.
- Worked with students to promote learning and pro-social development.
- Observed students' performance and recorded relevant data to assess progress.
- Established professional relationships with other teachers to increase rapport and support.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Offered student support through special accommodations, extra assistance, and assessments.
- Maintained positive attitude and affirmatively communicated with each student.
Quality Assurance Analyst
Southwest Airlines
11.2015 - 03.2020
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to leadership.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of customer service.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
Education
GED -
Trinity High School
Euless, TXSkills
- Instructional support
- Curriculum planning
- Empathy development
- Disability awareness
- Peer mediation
- Teaching and instruction
- Verbal and written communication
- Special needs
- Autism and spectrum disorders
- Relationship building skills
- Student supervision
- Teacher assistance
- Conflict resolution
- Social and group settings
- IEP compliance
- Progress monitoring
- Customer service
- Active listening
- Data entry
- Critical thinking
- Problem resolution
- Call center experience
- Problem-solving
- Lean six sigma principles
- Six sigma yellow belt
- Microsoft office proficiency
- Data entry proficiency
Certification
- Paraprofessional Educator License - Texas Department of Education.
- Yellow Belt certified (Lean Six Sigma)
Timeline
Inclusion Assistant
Heb Isd
08.2021 - Current
Quality Assurance Analyst
Southwest Airlines
11.2015 - 03.2020
GED -
Trinity High School