Laura Favela
El Paso
Summary
To develop, apply and complement the knowledge acquired to achieve the goals of the company and also my own by always looking to have a great working place.
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.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
02.2013 - 12.2024
- Answer phone calls in order to help customers with questions regarding their account, offer products and services that will better suit their needs to provide them with great service.
- Assist customers with billing information regarding charges or payment options to keep account up to date.
- Help customers with technical issues with their cell phone service.
- Offer customers the ability to purchase a new device in order to generate revenue for the company.
- Run soft credit check for customers.
- Help customers track orders.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Agent
South Shore Furniture
11.2012 - 01.2013
- Answer phone calls from customers, place orders for them, find shipping and tracking information
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Investigated and resolved customer inquiries and complaints quickly.
Elementary School English Teacher
Colegio De Chihuahua
08.2007 - 06.2012
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Prepared comprehensive English curriculum for multiple classes.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Designed and implemented assessments to measure student progress in English language learning.
- Assisted struggling students through targeted interventions, leading to increased academic success.
- Implemented project-based learning activities that encouraged collaboration, critical thinking, and problem-solving skills among students.
- Developed strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
Kindergarten English Teacher
Colegio De Chihuahua
08.2005 - 07.2007
- Supported English language learners in their acquisition of language skills through targeted instruction and additional resources.
- Integrated diverse teaching strategies, accommodating various learning styles to reach all students effectively.
- Strengthened classroom management for a positive learning environment by establishing clear expectations and enforcing consistent consequences.
- Implemented effective classroom routines for smooth transitions between activities, minimizing downtime and maximizing instructional time.
- Created a welcoming atmosphere for young learners, fostering meaningful relationships between teacher and student for optimal success.
- Developed innovative lesson plans to engage students in English language learning.
Elementary School English Teacher
Instituto Hamilton
08.2003 - 06.2005
- Implemented differentiated instruction strategies to accommodate diverse learning styles and abilities within the classroom.
- Contributed to school-wide initiatives aimed at enhancing overall curriculum quality, including serving on various committees focused on instructional materials selection and evaluation processes.
- Established a positive classroom culture that fostered respect, collaboration, and personal growth among students.
- Designed creative writing assignments that encouraged self-expression while reinforcing grammar rules and proper sentence structure.
- Promoted critical thinking skills by challenging students to analyze texts from multiple perspectives during class discussions.
- Utilized various assessment tools to regularly monitor student progress and adjust instructional approaches accordingly.
- Collaborated with grade-level colleagues to create integrated, cross-curricular lesson plans that enriched student learning experiences.
- Enhanced student reading comprehension by incorporating diverse literature selections and conducting group activities.
- Participated in ongoing professional development workshops to stay current with industry best practices and emerging educational trends.
- Developed strong relationships with parents to support students'' academic progress and address individual needs.
- Taught lessons encompassing skill-building activities in speaking, writing, reading and listening.
- Adapted lessons to differentiate instruction and meet students' diverse learning needs and abilities.
English Coordinator
C.A.C.E.D.I.
08.2002 - 06.2003
- Developed comprehensive lesson plans incorporating various media and resources to stimulate interest in subject matter.
- Strategized and coordinated to integrate new standards, models and organizational improvements.
- Implemented data-driven decision-making processes to identify areas requiring intervention or enhancement within the curriculum structure.
- Increased student engagement with diverse instructional materials tailored to different learning styles.
- Served as a mentor to new educators, sharing expertise and guidance regarding effective classroom management techniques.
- Fostered a positive learning environment by maintaining clear expectations and providing consistent feedback on performance.
- Optimized learning outcomes by implementing innovative teaching strategies and techniques.
- Evaluated teacher performance via classroom observations and assessments, providing constructive feedback for ongoing improvement.
- Developed and implemented communication activities.
- Implemented competency-based education programs for functional areas.
- Promoted cultural awareness among staff and students through inclusive programming initiatives.
- Enhanced curriculum quality by collaborating with teachers and administrators for continuous improvement.
- Developed continuing education programs on new trends and new processes.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Reached out to vendors to evaluate available curriculums and associated materials.
- Planned and monitored implementation of technology-based learning programs.
- Developed workforce training programs to improve organizational efficiency.
Kindergarten English Teacher
Centro Educativo Montessori
11.2001 - 06.2002
- 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.
- Integrated diverse teaching strategies, accommodating various learning styles to reach all students effectively.
- Implemented effective classroom routines for smooth transitions between activities, minimizing downtime and maximizing instructional time.
- Created a welcoming atmosphere for young learners, fostering meaningful relationships between teacher and student for optimal success.
- Enhanced communication skills by implementing daily group activities and fostering collaborative learning.
- Developed innovative lesson plans to engage students in English language learning.
Elementary Substitute Teacher
Instituto La Salle
08.2001 - 11.2001
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supervised lunchroom and recess activities.
- Promoted a collaborative learning environment through group projects and peer-to-peer activities, fostering teamwork and communication skills.
- Integrated technology into lesson plans, increasing student interest and participation in subjects.
Education
Licenciatura - Human Resources
Instituto Tecnológico De Chihuahua II
Chihuahua, Chihuahua01.2004
High School Diploma -
Colegio De Bachilleres #4
Chihuahu, Chihuahua01.1997
School Year Completed -
El Rancho High School
Pico Rivera, CA06-1992
Elementary And Middle School Diploma -
Saint Marianne De Paredes School
Pico Rivera, CA06-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Call center operations
- Scheduling
- Paperwork processing
- Team development
- Customer education
- Product and service solutions
- Travel planning
Additionalinformation
Provided training course to employees of Cinepolis de Chihuahua, guided by Lic. Ilzivir Sinuhe Salazar Magallanes; designed a Training Needs Analysis for the restaurant Pizza del Rey Chihuahua, guided by Lic. Ilzivir Sinuhe Salazar Magallanes; designed a Job Analysis for the Hotel Radisson Casa Grande, guided by Lic. Ilzivir Sinuhe Salazar Magallanes; designed a Market Research for Cinepolis de Chihuahua, guided by Lic. Maria Celina Flores Armendariz; development of a product in marketing, guided by Lic. Luis Hector Ordoñez Pando.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Verizon Wireless
02.2013 - 12.2024
Customer Service Agent
South Shore Furniture
11.2012 - 01.2013
Elementary School English Teacher
Colegio De Chihuahua
08.2007 - 06.2012
Kindergarten English Teacher
Colegio De Chihuahua
08.2005 - 07.2007
Elementary School English Teacher
Instituto Hamilton
08.2003 - 06.2005
English Coordinator
C.A.C.E.D.I.
08.2002 - 06.2003
Kindergarten English Teacher
Centro Educativo Montessori
11.2001 - 06.2002
Elementary Substitute Teacher
Instituto La Salle
08.2001 - 11.2001
Licenciatura - Human Resources
Instituto Tecnológico De Chihuahua II
High School Diploma -
Colegio De Bachilleres #4
School Year Completed -
El Rancho High School
Elementary And Middle School Diploma -
Saint Marianne De Paredes School
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