Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Reva Fernandez

Orlando,FL

Summary

Results-oriented professional with a strong background in customer operations and a passion for delivering exceptional service. Proven track record in evaluating customer interactions and ensuring high levels of satisfaction. Skilled at partnering with leadership to coach agents and identify training needs. Excellent communication skills and adept at providing meaningful feedback to drive performance improvement. Possesses a deep understanding of soft skills and best practices in customer service. Adaptable and self-motivated, with the ability to work independently under pressure. Knowledge of the sports and online gaming industry, as well as the ability to meet regulatory requirements. Ready to contribute to a dynamic quality assurance team and exceed business demands.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Operations Agent

FanDuel
Orlando, FL
11.2022 - Current
  • De-escalate problematic customer concerns, maintaining a calm, friendly demeanor.
  • Utilize automated systems to manage and track customer inquiries through to completion.
  • Troubleshoot software issues and work with service providers to facilitate repairs for users.
  • Adhere to deadlines in optimizing regulatory and operational performance.

Lead Teacher

Montessori World School
Orlando, FL
08.2022 - 12.2022
  • Engaged students and boosted their understanding of material using focused instructional strategies and hands-on activities.
  • Used Montessori philosophy, curriculum, and techniques to develop student's full potential and treated each child with dignity and respect.
  • Developed lesson plans, independent learning exercises, curricula, and methods to cater to the needs of individual children and facilitated student-led discussions.
  • Delivered Montessori lessons with the aim of promoting coordination, concentration, independence, and order in a safe and positive learning environment.

Assistant Teacher

Innovation Montessori
Ocoee, FL
08.2021 - 08.2022
  • Supported in each environment as needed on a day-to-day basis. Implementing the Montessori method in inclusive classrooms while meeting the needs of both adults and children alike.
  • Conquered the challenges of working with a highly diverse student population to attain exceptional student achievement.
  • Delivered Montessori lessons with the aim of promoting coordination, concentration, independence, and order in a safe and positive learning environment.

Lead Teacher

Guidepost Montessori
Denver, CO
09.2020 - 08.2021
  • Created and presented a mixed-aged Montessori curriculum in a virtual setting in order to meet the developmental needs of children aged from one to four.
  • Consulted with parents to create a home environment that allowed their child to thrive and reach optimal independence in this unique Montessori experience.
  • Established powerful and inspiring virtual classroom culture where children had high self-expectations with strong self-motivation and self-direction.

Education

Assistant To Infancy Diploma -

The Montessori Institute
Denver, CO
2015

Associate of Arts -

Valencia College
Orlando, FL
05.2013

Skills

  • Clear and effective communication
  • Conflict resolution
  • Leadership
  • Cross-functional collaboration
  • Critical thinking
  • Public speaking
  • Effective listening
  • Curriculum planning and
  • implementation

Certification

  • New York Harness License
  • New York Thoroughbred License
  • Oregon Racing License
  • Pennsylvania Gaming License
  • Pennsylvania Racing License

Timeline

Customer Operations Agent

FanDuel
11.2022 - Current

Lead Teacher

Montessori World School
08.2022 - 12.2022

Assistant Teacher

Innovation Montessori
08.2021 - 08.2022

Lead Teacher

Guidepost Montessori
09.2020 - 08.2021

Assistant To Infancy Diploma -

The Montessori Institute

Associate of Arts -

Valencia College

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Reva Fernandez