Marcela Joy
Portland,OR
Overview
6
6
years of professional experience
1
1
Certification
Work History
Student Success Specialist & Coach
InsideTracker
Portland, OR
10.2021 - Current
- Assessed student needs emphasizing noncognitive competencies to support student success.
- Provided individual advising to students
- Drafted reports summarizing the impact, trends and insights from engagement.
- Created outreach initiatives designed to engage diverse populations of learners.
- Served as an advocate for all aspects of the college experience related to student success.
- Collaborated with other departments to facilitate student success.
- Coordinated with staff members to ensure successful student transitions.
- Implemented best practices for providing exceptional customer service when interacting with students.
- Identified potential barriers impeding student success and devised solutions accordingly.
- Maintained accurate records of student interactions and progress utilizing a variety of software applications.
- Advised students on admissions steps, college policies and procedures and self-advocacy
- Provided one-on-one support for students who needed additional assistance with their studies.
- Guided students in setting goals and achieving educational objectives.
- Counseled students on personal matters that may be impacting their academic performance.
Operations Associate
Industrious
Portland, OR
01.2020 - 06.2021
- Organized the warehouse layout to optimize space utilization and streamline operations.
- Collaborated with cross-functional teams to develop innovative solutions for complex problems.
- Maintained up-to-date records of all incoming and outgoing materials including tracking numbers.
- Investigated root causes of errors or delays in order fulfillment processes and recommended solutions.
- Prepared detailed reports on operational performance metrics for management review.
- Developed strategies for improving customer relations through enhanced communication methods.
- Resolved customer inquiries quickly and effectively while maintaining a professional demeanor.
- Coordinated with vendors to manage delivery schedules and reduce costs.
- Maintained accurate records of inventory, orders, and shipments.
- Collaborated with other departments to coordinate activities related to operations management.
Dispute Agent
Aspiration Financial
Portland
04.2019 - 10.2019
- Customer support via phone and written formats
- Managed client records
- Detail-oriented computer support
- Managed cases in multiple digital platforms
- Performed accurate data entry
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Resolved customer inquiries and complaints
- Responsible for tracking and maintaining financial data.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Participated in ongoing training programs related to job duties or responsibilities.
- Actively participated in developing strategies for improving customer relations.
- Developed customer relationships and ensured satisfaction with services.
- Provided customer service to clients through phone and email communication.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Identified and cultivated potential industry leader relationships to accomplish industry goals.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
Front Desk
Portland Natural Health
Portland
01.2018 - 04.2018
- First contact for patients
- Greeting patients in a professional and compassionate manner
- Scheduling multiple provider calendars
- Computer data management
- Stocking and managing of supplements
- Shipping and packing supplements
- Answering phones in a professional way
- High volume of calls and scheduling
- Responsible for opening and closing tasks
- Billing and receiving payments
- Detail-oriented stocker.
Education
Bachelor of Arts in Liberal Arts -
The Evergreen State College
01.1998
Skills
- People-skills
- Leadership
- Public Speaking
- Copywriter
- Learning Strategies
- Resource Identification
- Excellent oral and written communication
- Advising expertise
- Student mentorship
- Administrative abilities
- Office Administration
- Customer Needs Assessment
- Exceptional customer service
Languages
Spanish
Native/ Bilingual
Certification
- Diversity, Equity & Inclusion Certificate from Cornell University
Timeline
Student Success Specialist & Coach
InsideTracker
10.2021 - Current
Operations Associate
Industrious
01.2020 - 06.2021
Dispute Agent
Aspiration Financial
04.2019 - 10.2019
Front Desk
Portland Natural Health
01.2018 - 04.2018
Bachelor of Arts in Liberal Arts -
The Evergreen State College