Olivia Ruiz
El Monte,CA
Summary
Highly motivated team player with passion for helping others. Possesses excellent organizational and communication skills and provides individualized assistance and support. Experienced in delivering guidance and education on various topics such as academics, behavior management and technology.
Overview
8
8
years of professional experience
Work History
Paraprofessional
Speech And Language Development Center
05.2023 - 02.2024
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Assisted teachers in the development of engaging lesson materials aligned with curriculum standards for various subject areas.
- Administered tests and assessments to evaluate student progress and performance.
Reservations Specialist
AZ Tour & Travel Group
04.2021 - 04.2023
- Maintained strong relationships with clients, ensuring repeat business and loyalty.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Utilized reservation software to manage room availability and pricing effectively.
Team Support Specialist
Consumer Cellular Inc.
10.2019 - 04.2021
- Provided constant training to staff on newly developed training programs used in classrooms, new language labs and computer systems.
- The purpose of this position was to guide agents to resolutions for a multitude of concerns from understanding a bill, process payment concerns; as well as understanding protocol and policies for the company
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Provided coaching and mentoring to employees.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Verizon Customer Care
Ttech
04.2016 - 10.2019
- Inbound SPC (Special Project Contractor) for Verizon postpaid consumer accounts
- Managed high call volumes with exceptional time management and multitasking skills.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Handled inbound troubleshooting calls with varying levels of complexity in regards to their wireless phones, smart home networks and other smart devices
- Determined eligibility for insurance warranty claims for devices after meeting manufacturer's requirements by completing troubleshooting steps.
Education
Massage Therapy Certification -
Apollo College
Phoenix, AZ01.2007
High School Diploma -
Ocotillo H.S.
Phoenix, AZ01.2006
Skills
- Ability to build rapport and personal connections
- Brand positioning and storytelling
- Strong written and verbal Communication skills
- Excel, Sales force, Quickbooks
- Computer and Microsoft Office Skills
- Small Group Support and Assistance
- Working knowledge of Adobe Illustrator and Photoshop, ProCreate
- Student Behavior and Progress Reporting
Timeline
Paraprofessional
Speech And Language Development Center
05.2023 - 02.2024
Reservations Specialist
AZ Tour & Travel Group
04.2021 - 04.2023
Team Support Specialist
Consumer Cellular Inc.
10.2019 - 04.2021
Verizon Customer Care
Ttech
04.2016 - 10.2019
Massage Therapy Certification -
Apollo College
High School Diploma -
Ocotillo H.S.
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