Mary Ann Horta
Pflugerville,TX
Summary
Dynamic and results-driven professional with a proven track record in enhancing customer satisfaction, effective communication, and team leadership. Demonstrated expertise in fostering inclusive environments, data-driven decision making, and multitasking in high-pressure settings. Proficient in Microsoft Office Suite and Google Workspace, with a strong educational foundation in psychology.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Support Specialist, Teacher
Highland Park Elementary
08.2021 - 07.2025
- Utilized advanced communication tools to enhance stakeholder interactions, achieving a 90% satisfaction rate.
- Created inclusive environments through collaboration with parents and teams, boosting engagement and satisfaction.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Relations Specialist, Teacher
IDEA Public Schools, Austin, TX
07.2018 - 07.2021
- Delivered tailored support to over 120 clients, facilitating seamless transitions between learning environments.
- Innovated communication processes, resulting in a 20% increase in engagement and improved customer service metrics.
Administrative Coordinator
Harmony Public Schools, Austin, TX
10.2012 - 06.2018
- Led communication initiatives by creating a weekly newsletter, improving transparency and engagement by 20%.
- Managed financial transactions with precision, ensuring policy adherence and operational efficiency.
Education
Bachelor of Arts (B.A.) - Psychology
Park University
Associate of Arts (A.A.) - Psychology
Austin Community College
Skills
- Customer satisfaction enhancement
- Effective communication across diverse groups
- Data analysis for service enhancement
- Facilitating inclusive teamwork
- Advanced knowledge of software applications for efficiency
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Active listening
- Appointment scheduling
Accomplishments
- Dynamic Teaching Techniques - Instructed students in academic subjects using variety of techniques such as phonetics, multisensory learning and repetition to reinforce learning.
- Student Motivation - Developed materials for after-school book club to motivate student to read classic novels and increase literacy among middle school students.
Certification
CPR and First Aid Certified
ADDITIONAL INFORMATION
Languages: Fluent in English and Spanish
Timeline
Customer Support Specialist, Teacher
Highland Park Elementary
08.2021 - 07.2025
Customer Relations Specialist, Teacher
IDEA Public Schools, Austin, TX
07.2018 - 07.2021
Administrative Coordinator
Harmony Public Schools, Austin, TX
10.2012 - 06.2018
Associate of Arts (A.A.) - Psychology
Austin Community College
Bachelor of Arts (B.A.) - Psychology
Park University
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