KENIA ROCHA
Everett,MA
Summary
I am hardworker and passionate job with strong organizational skills I am skilled experienced in identifying the needs of the client and working to find a solution promptly, professionally and ready to help team achieve company goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Instructor
GOL Airlines
03.2009 - 03.2023
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Training needs assessment.
- Boosted student performance by providing individualized support and targeted feedback.
- Optimized learning plans based on student performance and feedback.
- Enhanced classroom collaboration through the implementation of group projects and team-building activities.
- Helped students explore concepts with engaging, learning-focused activities.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
AT YOUR SERVECI AGENT
JW Marriott Orlando Grande Lakes
06.2006 - 06.2007
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation.
- Processed customer orders quickly and accurately for timely delivery.
- Presented feedback to management on customer service trends and improvement areas.
- Cultivated strong relationships with industry professionals, leveraging connections to generate referrals and new business opportunities.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Education
Bachelor of Science - Psychology
Pitagoras College
Belo Horizonte - MG Brazil11.2024
Associate of Science - Applied Psychology
UNIS
Belo Horizonte - MG - Brazil11.2018
Skills
- Positive Attitude
- Strong Communication Skills
- Goal-oriented mindset
- Problem-solving skills
- Customer service and care
- Collaborative Team Player
- Multicultural Sensitivity
- Patience and composure
Certification
Customer Service: Problem and conflict resolution techniques
Linkedin Learning / November 2021
Humans Factors Primer for Aviation Mechanics
FAA – Federal Aviation Administration / September 2021
Brazilian Sign Language - LIBRAS
ANAC – National Civil Aviation Agency / September 2021
Agile Management at Work
Linkedin Learning / November 2021
Languages
Portuguese
Native or Bilingual
Spanish
Limited Working
English
Full Professional
Timeline
Instructor
GOL Airlines
03.2009 - 03.2023
AT YOUR SERVECI AGENT
JW Marriott Orlando Grande Lakes
06.2006 - 06.2007
Bachelor of Science - Psychology
Pitagoras College
Associate of Science - Applied Psychology
UNIS
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