Ricardo Babonoyaba
El Paso,TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
General Dynamics Information Technology
10.2022 - 05.2024
- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
- Created a new customer database by entering customer information into a database.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Worked within a task management system to receive, manage, and close support requests.
- Recognized escalation needs and connected customers with advanced support staff.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Substitute Teacher
El Paso Education Initiative, Inc.
04.2021 - 06.2022
- Stood in for absent staff members to conduct one-on-one instruction in all subjects.
- Instructed students individually and in groups, using various teaching methods such as lectures, discussions, and demonstrations.
- Enforced administration policies and rules governing students.
- Took class attendance and maintained attendance records.
- Distributed teaching materials such as textbooks, workbooks, papers, and pencils to students.
- Followed classroom plans left by the class teacher to continue student education and reinforce core concepts.
- Supervised lunchroom and recess activities.
- Distributed tests and homework assignments and collect them when they are completed.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
- Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
Research Assistant
American Directions Group
09.2018 - 04.2021
- Developed a list of resources and tools relevant to knowledge-based industries.
- Created an analysis of customer retention, customer satisfaction, and financial performance.
- Did surveys over the phone and recorded data with a computer.
- Carried out day-to-day duties accurately and efficiently.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Improved data collection methods with introduction of innovative survey techniques.
Counseling Intern
El Paso Human Services, Inc.
03.2019 - 05.2020
- Collected information about individuals or clients, using interviews, case histories, observational techniques, and other assessment methods.
- Documented patient information including session notes, progress notes, recommendations, and treatment plans.
- Developed therapeutic and treatment plans based on the client's interests, abilities, and needs.
- Consulted with other professionals, agencies, or universities to discuss therapies, treatments, counseling resources, or techniques, and shared occupational information.
- Conducted research to develop or improve diagnostic or therapeutic counseling techniques.
- Counseled clients to help them understand and overcome personal, social, and behavioral problems.
- Fostered resilience in clients facing life transitions, utilizing strength-based approaches to encourage adaptability and growth.
- Supported clients in crisis situations with immediate intervention strategies, reducing risk of harm and promoting safety.
- Fostered resilience within clients by integrating strengths-based approaches into therapeutic interventions.
- Conducted client consultations and collaborated with other agency professionals to discuss courses of treatment.
Volunteer
El Paso Community College
02.2014 - 04.2014
- Recruited, interviewed, and signed up volunteers and staff.
- Researched and analyzed community needs to determine program directions and goals.
- Cleaned and straightened work areas to maximize productivity and safety.
- Gathered, organized, and input information into a digital database.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Assisted with special events and programs.
- Used strong interpersonal communication skills to convey information to others.
- Communicated with staff members to stay informed about volunteer opportunities and events.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
Volunteer
Judge Edward S. Marquez Library
02.2011 - 06.2011
- Analyzed patrons requests to determine needed information, and assisted in furnishing or locating that information.
- Kept records of circulation and materials up-to-date, maintained inventory, and corrected cataloging errors.
- Evaluated materials to determine outdated or unused items to be discarded.
- Planned and participated in fundraising drives.
- Used strong interpersonal communication skills to convey information to others.
- Completed daily administration tasks for accurate, reliable records.
- Contributed to development of library newsletter, keeping community informed about library news and events.
- Supported library events, leading to higher community engagement with library resources.
- Provided assistance with library technology to patrons, enhancing their research capabilities.
- Engaged children in reading activities, fostering love for reading from early age.
Education
Master of Arts - Counseling
Webster University
Fort Bliss, TX05.2020
Bachelor of Science - Social Psychology
Park University
Fort Bliss, TX12.2017
Associate of Arts -
El Paso Community College
El Paso, TX07.2015
High School Diploma -
Eastwood High School
El Paso, TX06.2013
Skills
- Customer service
- Bilingual
- Time management
- Documentation review
- Active Listening
- Video Editing
- Computer literacy
- Critical Thinking
- Research
- Microsoft Office
- Data Entry
- Teaching
Certification
- Psychological First Aid Online
- Protecting Human Research Participants
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
General Dynamics Information Technology
10.2022 - 05.2024
Substitute Teacher
El Paso Education Initiative, Inc.
04.2021 - 06.2022
Counseling Intern
El Paso Human Services, Inc.
03.2019 - 05.2020
Research Assistant
American Directions Group
09.2018 - 04.2021
Volunteer
El Paso Community College
02.2014 - 04.2014
Volunteer
Judge Edward S. Marquez Library
02.2011 - 06.2011
- Psychological First Aid Online
- Protecting Human Research Participants
Master of Arts - Counseling
Webster University
Bachelor of Science - Social Psychology
Park University
Associate of Arts -
El Paso Community College
High School Diploma -
Eastwood High School
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