Summary
Overview
Work History
Education
Skills
Art/ painting/sketching/drawing
Languages
Work Availability
Quote
Timeline
Receptionist
Melissa Martin

Melissa Martin

Caguas,PR

Summary

Bilingual Customer Service Representative with many years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.

Overview

35
35
years of professional experience

Work History

Private English Tutor

Self Employed Services
Caguas, Puerto Rico
08.2002 - 05.2019
  • Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
  • Prepared students for English language standardized testing by providing strategies to overcome test anxiety and enhance academic capabilities.
  • Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
  • Used positive reinforcement, repetition and review to help students master challenging material.
  • Supported students with helpful study habits and exam strategies.
  • Crafted effective reading and writing tutoring plans to address weaknesses and motivate students to build confidence and feel successful.
  • Assessed student needs and created appropriate lesson plans.
  • Utilized positive reinforcement to encourage and motivate students.
  • Maintained notes on student progress.
  • Taught students study techniques and strategies for succeeding on grammar and composition tests.
  • Worked with students in classrooms or home environments to provide educational support.
  • Worked independently with meticulous attention to detail.
  • Met with students and discussed educational goals and expectations.
  • Created special handouts, study guides and enrichment materials to boost student knowledge.
  • Stressed importance of good study habits by encouraging students to create personalized study plans.
  • Designed engaging lessons, using art and visual aids to enhance learning process.
  • Supported teacher instruction, thoroughly discussing concepts and designing custom practice questions.
  • Drilled students on subject matter and used flashcards and writing techniques to improve recall.
  • Developed student confidence though attentive instruction in [Area of study], applying positive reinforcement strategies.
  • Coordinated parent meetings, discussing student progress and developing individualized solutions to areas of concern.
  • Conducted academic skill reviews and led workshops to develop writing skills and language comprehension.

Teacher of English as a Second Language.

Department Of Education/ Private Schools/ Tutoring
Caguas, Puerto Rico
08.1992 - 05.2001
  • Prepared and implemented lesson plans covering required course topics.
  • Led interesting and diverse group activities to engage students in course material.
  • Prepared comprehensive English curriculum for multiple classes.
  • Planned dynamic lessons to increase student comprehension of books and literary concepts.
  • Administered assessments and standardized tests to evaluate student progress.
  • Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
  • Helped students develop important learning skills and good study habits useful in trade school or college education.
  • Kept classroom organized, clean, and safe for students and visitors.
  • Cultivated relationships with parents for complete support network.
  • Worked with administrators on behavioral issues to support needs of students.
  • Explored and implemented innovative use of technology in language education.
  • Consulted with teachers in other disciplines to identify and adopt successful instructional strategies.
  • Completed in-service and additional training to maintain professional growth.
  • Planned coursework to introduce students to important literature.
  • Adapted lesson plans and curricula to student interests, increasing GPAs and student engagement.
  • Served as languages department member and attended meetings to develop and update course curricula.
  • Coordinated theme days for classes to encourage interest in reading, resulting in significant increase in reading scores.
  • Built learning and citizenship skills to help with personal growth in addition to increasing academic knowledge.

Customer Service Representative

Private Owned Company/ Kelly Services / Cable TV
San Juan , Puerto Rico
01.1980 - 06.1989
  • Maintained customer satisfaction addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Effective liaison between customers and internal departments.

Education

Secretarial Studies And Office Administration - Secretarial Studies And Office Administration

MBTI Business Training Institute
Santurce, PR
05.1988

Bachelor of Arts - English Language And Literature/Tesl/secondary

Inter American University of Puerto Rico Metropolitan Campus
San Juan, PR
05.1980

Skills

  • Building Customer Trust and Loyalty
  • Problem-Solving
  • Cultural Awareness
  • Excellent Communication
  • Teamwork and Collaboration
  • Dependable and Responsible
  • Clerical Support
  • Written Communication
  • Critical Thinking
  • Self-Motivated
  • Interpersonal Communication
  • Decision-Making
  • Organization and Time Management
  • Training and Development
  • Data Entry
  • Attention to Detail
  • Building Confidence Through Positive Reinforcement
  • Instructional Techniques
  • Organization and Planning Skills
  • Student Evaluation and Needs Assessment
  • Progress Evaluations
  • Adapting to student's Learning Style
  • Private Instruction
  • Innovative Teaching Methods
  • Student-Parent-Teacher Collaboration
  • Clear Instruction and Communication
  • Progress Reports and Check-Ins
  • Academic Performance Improvement
  • Business English
  • Progress Updates
  • Inspiring Love of Learning
  • Test Preparation and Test-Taking Strategies
  • Instructional Assistance
  • Teaching Foundational Study Skills
  • Positive Reinforcement Strategies
  • Building Rapport and Trust
  • Creating Customized Learning Plans
  • Recommending Books and Materials
  • Developing Individualized Lessons
  • Academic Goals
  • Behavior Modeling
  • Classroom Instruction
  • Training Classes
  • Behavior Modification
  • Educational Materials
  • Client Satisfaction
  • Active Participation
  • Interactive Media
  • English as a Second Language
  • Self Confident
  • Special Assignments

Art/ painting/sketching/drawing

I enjoy painting pictures of wildlife and any subject matter.

Languages

English and Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Timeline

Private English Tutor

Self Employed Services
08.2002 - 05.2019

Teacher of English as a Second Language.

Department Of Education/ Private Schools/ Tutoring
08.1992 - 05.2001

Customer Service Representative

Private Owned Company/ Kelly Services / Cable TV
01.1980 - 06.1989

Secretarial Studies And Office Administration - Secretarial Studies And Office Administration

MBTI Business Training Institute

Bachelor of Arts - English Language And Literature/Tesl/secondary

Inter American University of Puerto Rico Metropolitan Campus

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Melissa Martin