Summary
Overview
Work History
Education
Skills
Other Information
Personal Information
Training
Hobbies and Interests
Timeline
Teacher
Luis Angel Alvelo

Luis Angel Alvelo

Summary

Bilingual educator and former telecom professional blending technical savvy with creative, culturally responsive teaching. I bring strong communication, problem-solving, and innovation to both classrooms and tech-forward environments. Currently focused on bilingual instruction for young learners and expanding into AI and digital content creation to shape 21st-century learnin

Overview

24
24
years of professional experience

Work History

Spanish Teacher

Crème de la Crème
09.2023 - Current
  • Teach Spanish to children ages 2 to 6, with a primary focus on students ages 4 to 6, using the Spanish Aficionados Curriculum.
  • Guide students in memorizing Spanish songs and learning foundational vocabulary, including numbers, colors, days of the week, months, and seasons.
  • Use a variety of engaging, hands-on teaching methods such as music, dance, art, coloring sheets, worksheets, and clay to create a dynamic learning environment.
  • Support and supervise summer camp students ages 5 to 12, including attending and assisting with field trips and enrichment activities.

Substitute Teacher

Travis World Language Academy
09.2022 - 05.2023
  • Company Overview: Grand Prairie ISD
  • Provided instructional support across grades 1 through 8, adapting to various classroom environments and academic subjects.
  • Held long-term substitute assignments for both 4th and 5th grade classrooms, managing lesson delivery, student engagement, and classroom routines.
  • Supported school operations by assisting with student lunch and recess duties.
  • Participated in key school events, including the 1st-grade graduation ceremony.
  • Chaperoned a 5th-grade educational field trip to the John Carl Pogue Planetarium, enhancing student learning beyond the classroom.
  • Grand Prairie ISD

Specialist - Client Services Project Management

AT&T
01.2012 - 03.2021
  • Oversaw up to 90 data projects per year in North America and delivered support to Latin American markets to ensure milestone achievement for clients across different sectors including retailers, hospitals, and government agencies.
  • Coordinated permits, tracked escalations, and conferred with all involved parties to drive improvements both on individual orders and across the order base within assigned carriers.
  • Supported carrier reviews focused on service delivery to drive improvements in On Time Performance (OTP) and Cycle Time (CT) metrics, working with GAM and service assurance internal partners.
  • Improved internal processes and reports for project visibility and control.
  • Mitigated 'Customer Not Ready' cases which delayed project closings.
  • Managed carrier escalations and project management support for migrations and deployments.
  • Trained new hires on systems and procedures.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Streamlined project delivery processes, reducing completion times significantly.
  • Filled in for other colleagues and supervisors during their time off.

Provisioning Coordinator

AT&T
01.2007 - 01.2012
  • Engaged in large and complex assignments involving the portability of hundreds of corporate account numbers achieving accurate and expedite transfers.
  • Identified and mitigated process errors impacting regulatory procedures that could result in service delays, interruptions, or double billing issues.
  • Created the portability procedures handbook.
  • Assisted in the coordination of number transfer ('port in' and 'port out').
  • Provided solutions to port fallouts or issues due to incorrect data such as address, name, social security number and due dates.
  • Troubleshot ported number using wireless and wire-line phones.
  • Scheduled port transactions with customers, switchboard technicians and other technical departments.
  • Helped establish new procedures for port transactions when required.
  • Processed local number portability transaction of AT&T resellers in PR such as Choice Cable, One Link Communications and Liberty Cable Vision.
  • Gathered relevant data and aided other departments during regulatory audits.

Customer Service Specialist

Centennial Business Solutions
01.2005 - 01.2007
  • Worked with business accounts addressing requests and inquiries for products and services.
  • Reported issues and provided immediate solutions.
  • Advised on company products, services, and promotions.
  • Collaborated with the Sales and Marketing departments creating rate plan proposals and pricing addendums for large volume commercial accounts.
  • Handled and resolved customer impacting issues such as but not limited to voice, voicemail & data issues that might be the cause of signal and reception problems, network conditions, connectivity, devices, rate plan features, and billing.
  • Engaged third-party consultants to address service faults & provided customer resolution.
  • Managed all billing, rate plans and feature codes in the billing system.
  • Coordinated with finance and customer service to resolve customer credit/refund issues.
  • Produced reports on billing errors and corrections and customer credit/refund concerns following finance and quality assurance guidelines.
  • Operated various systems and tools to aid and service customers.
  • Trained and coached new hires.

Customer Care Specialist

Centennial Wireless
01.2001 - 01.2005
  • Provided support to sales teams with new products, promotions, and processes.
  • Reviewed and evaluated existing customer accounts to approve additional units and/or phone lines and recommend rate plans for both new and current customers.
  • Created new accounts in the system, and updated data to new and existing accounts including billing address, rate plans, features and equipment prices.
  • Filed insurance claims for lost, stolen, damaged, or broken cell phones.
  • Worked as a back-up Collections Representative in the Credit and Collections Department to aid customers with over limit and/or pass due accounts.
  • Served as back-up Retention Representative in the Retention Department addressing and solving customer issues to avoid cancellation requests.
  • Offered rate plans and discounts and prepared payment and budget plans for customers.
  • Engaged with Inter-Carrier Communication Processes (ICP) and Service Order Administration (SOA).
  • Worked with local number portability transactions including port ins and port outs.
  • Identified and shared data to and from other service providers such as Verizon, Sprint, T-Mobile, and AT&T.

Education

Bachelor of Arts - Liberal Arts Humanities

University of Puerto Rico
06.2002

Skills

  • Corporate Client Relations Management
  • Project Management
  • Strategic Planning
  • Continuous Improvement
  • Reporting & Analysis
  • Team Training and classroom management
  • Lesson plans
  • AI prompting
  • Teamwork and collaboration
  • Reliability
  • Interpersonal communication
  • Spanish and English

Other Information

VP Communications, HACEMOS Puerto Rico, a Hispanic/Latino AT&T Employee Association that fosters an environment where people support each other to succeed professionally and personally through networking and community affairs activities. Fostered alliances and received training in Dallas, TX., MS Office Suite (Excel, Word, and PowerPoint), English, Spanish

Personal Information

Title:

Training

  • LinkedIn the Five-Step Creative Process
  • Basic principles of Six Sigma, Green Belt

Hobbies and Interests

  • AI

  • Prompt engineering

  • ChatGPT

Timeline

Spanish Teacher

Crème de la Crème
09.2023 - Current

Substitute Teacher

Travis World Language Academy
09.2022 - 05.2023

Specialist - Client Services Project Management

AT&T
01.2012 - 03.2021

Provisioning Coordinator

AT&T
01.2007 - 01.2012

Customer Service Specialist

Centennial Business Solutions
01.2005 - 01.2007

Customer Care Specialist

Centennial Wireless
01.2001 - 01.2005

Bachelor of Arts - Liberal Arts Humanities

University of Puerto Rico

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