Liliana Munoz
4035 Mistissin Ln Houston
Summary
With a proven track record at Kids 'R' Kids, I excel in classroom management and critical thinking, enhancing student engagement and academic success. My expertise in customer support, demonstrated at Consolidated Communications, complements my strong relationship-building skills, driving satisfaction and effective problem resolution.
Experienced early childhood educator with strong focus on creating engaging, nurturing, and developmentally appropriate learning environments. Skilled in curriculum design, classroom management, and fostering positive relationships with children, parents, and colleagues. Known for adaptability, teamwork, and achieving desired educational outcomes. Consistently reliable and responsive to changing classroom needs.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Professional office support specialist with extensive experience in administrative functions and office management. Known for reliability and adapting to dynamic work environments. Excellent organizational abilities and collaborative mindset ensure seamless team operations and goal achievement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Teacher
Kids 'R' Kids
10.2024 - Current
- Monitored student progress to adapt instruction and address individual challenges.
- Fostered a supportive learning environment by implementing inclusive classroom practices.
- Enhanced critical thinking skills with project-based learning opportunities.
- Encouraged student participation to boost confidence and self-expression.
- Improved student engagement by incorporating hands-on activities into curriculum.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Implemented behavior management strategies to cultivate respect and cooperation among students.
- Encouraged creativity with art projects and music activities that stimulate imagination and self-expression.
- Created a positive classroom atmosphere with routines and structure that promote security and confidence.
- Enhanced language skills with storytelling sessions and vocabulary-building games.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Established positive communication with parents in daily conversation and formal conferences.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Evaluated student performance regularly through observation, assessment tools, and parent-teacher conferences to ensure academic growth was being achieved consistently across all areas of development.
- Increased parent involvement by effectively communicating with families about upcoming events, volunteer opportunities, and student progress reports.
- Developed diverse curriculum to cater to different learning styles, improving educational outcomes.
- Coordinated with colleagues to develop interdisciplinary lessons, enriching students' educational experience.
- Promoted physical health through organized outdoor play and activities, supporting overall well-being.
- Supported emotional development by teaching and modeling empathy and kindness in daily interactions.
Call Center Representative
Consolidated Communications
01.2023 - 11.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Assisted customers with product inquiries and provided information about features and benefits.
- Resolved billing issues and guided customers through payment options.
- Processed orders and ensured accurate entry into the system.
- Documented customer interactions in the system for future reference.
- Maintained knowledge of products to provide helpful recommendations.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
- Participated actively in coaching sessions, incorporating feedback to continuously improve sales techniques and overall performance.
- Set up appointments with interested customers according to schedule availability.
- Educated customers on product and service benefits, explaining features and answering questions.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
Assistant
Guillermo's Construction
03.2018 - 01.2022
- Organized office supplies and resources, minimizing delays in project execution.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Increased customer satisfaction by providing exceptional administrative support and resolving issues efficiently.
- Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Volunteered to help with special projects of varying degrees of complexity.
- Trained and supervised employees on office policies and procedures.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Call Center Representative
Community Health Choice
10.2016 - 03.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Cashier Team Lead
Sally's Beauty Supply
10.2015 - 08.2016
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
Assistant Manager
Little Caesars
10.2011 - 08.2015
- Addressed service gaps with targeted initiatives to exceed customer expectations.
- Cultivated cohesive team environment by providing clear direction and support.
- Led training initiatives, enhancing employee skills and confidence.
- Established open lines of communication with team for feedback and suggestions.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA07-2019
Skills
- Classroom management
- Relationship building
- Critical thinking
- Lesson planning
- Curriculum implementation
- Small group instruction
- Learning strategies
- Behavior management
- Problem-solving skills
- Customer support
- Customer service
- Resolving issues
- Verbal and written communication
- Office administration
- Computer skills
Certification
In school to get certify to work with kids with Autism
CPR Certified
Languages
Spanish
Full Professional
English
Native or Bilingual
Interests
- I enjoy helping others and giving back to the community
- Cooking
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Learning new cooking techniques and expanding my culinary skills
- Enjoy experimenting with different ingredients and flavors in the kitchen
- I enjoy cooking for friends and family gatherings
- Participating in local clean-up initiatives
- Personal Development and Self-Improvement
- Participating in fundraising events to support local charities, schools, or community projects
- Getting involved in local advocacy groups to promote positive change in the community
- Youth mentor, providing guidance and support to empower the next generation of leaders
Timeline
Teacher
Kids 'R' Kids
10.2024 - Current
Call Center Representative
Consolidated Communications
01.2023 - 11.2023
Assistant
Guillermo's Construction
03.2018 - 01.2022
Call Center Representative
Community Health Choice
10.2016 - 03.2017
Cashier Team Lead
Sally's Beauty Supply
10.2015 - 08.2016
Assistant Manager
Little Caesars
10.2011 - 08.2015
In school to get certify to work with kids with Autism
CPR Certified
High School Diploma -
Penn Foster Career School
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