Mary Cruz Gonzales Rosas

• Coordinated and scheduled training classes. Facilitated schedule management, materials selection, and participant follow-ups as part of dynamic training program.

• Evaluated employee training progress and assessed need for supplemental training or certifications.

• Coordinated personnel replacements, job shadowing opportunities, and internships.

• Analyzed employee performance to identify training requirements and develop suitable learning plans.

• 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.
• Responded to customer requests for products, services, and company information.

• Enhanced youth engagement by implementing innovative programs and activities tailored to their interests.
• Conducted assessments to determine types of services individuals required.
• Developed and executed individualized action plans, resulting in improved academic performance and personal development.
• Provided mentorship to young individuals, fostering positive relationships built on trust and open communication.