SIENNA DEHERRERA
Rochester,NH
Summary
Dynamic Passport Support Associate IV with a strong focus on customer service and problem-solving. Successfully processed applications while ensuring compliance with federal regulations and enhancing applicant satisfaction through effective scheduling and training initiatives.
Overview
10
10
years of professional experience
Work History
Passport Support Associate IV
CGI Federal
Portsmouth, NH
09.2023 - Current
- Processed passport applications, ensuring compliance with federal regulations and guidelines.
- Assisted applicants in completing required documentation and provided clear instructions for submission.
- Managed scheduling for applicant appointments to optimize workflow and reduce wait times.
- Maintained accurate records of processed applications within internal tracking systems.
- Collaborated with team members to enhance customer service protocols, improving applicant satisfaction rates.
- Trained new associates on operational procedures and best practices for handling sensitive information.
- Collaborated with team members to meet monthly performance targets and consistently exceed customer service standards.
- Resolved escalated customer complaints by identifying the root causes and implementing appropriate solutions.
- Improved passport processing times by implementing efficient document verification techniques.
Front-End Associate
Lowes Home Improvement Stores
Rochester, NH
08.2021 - 01.2023
- Assisted customers with product selections, enhancing overall shopping experience.
- Maintained organized and visually appealing merchandise displays to drive sales.
- Processed transactions accurately using point-of-sale systems to ensure efficient checkouts.
- Collaborated with team members to streamline inventory management and restocking procedures.
- Trained new associates on store policies, procedures, and product knowledge for seamless integration.
Online English Tutor
ITutorGroup
Hongkong, Taiwan
08.2019 - 10.2020
- Developed personalized lesson plans to enhance student engagement and learning outcomes.
- Utilized interactive tools and technology to facilitate dynamic online learning experiences.
- Assessed student progress through regular evaluations, providing constructive feedback for improvement.
- Implemented innovative teaching methodologies, adapting curriculum to meet diverse student needs.
- Interacted positively with individuals from different backgrounds, all levels of language experience and with variety of learning disabilities.
- Promoted a positive online learning environment by fostering respectful and inclusive interactions between students.
- Applied in-depth understanding of course materials and tutoring tactics to help new students.
- Developed customized study plans for each learner based on their individual needs and goals, leading to improved outcomes.
English Teacher
Department of Education- Muzon High Shcool
Bulacan, Philippines
07.2016 - 09.2018
- Developed engaging lesson plans aligned with curriculum standards.
- Assessed student progress and tailored instruction to meet diverse learning needs.
- Implemented innovative teaching strategies to enhance student engagement and comprehension.
- Created a positive classroom environment that promoted respect and collaboration among students.
- Provided constructive feedback on assignments to improve student writing and analytical abilities.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
Education
Bachelor of Arts - Teaching English As A Second Language
Bulacan State University
Bulacan, Philippines04-2014
Bachelor of Arts - Teaching English As A Second Language
Bulacan State University
Bulacan, Philippines04-2014
High School Diploma -
San Jose Academy of Bulacan
Bulacan, Philippines04-2010
Skills
- Document verification
- Policy compliance
- Cross-functional coordination
- Application processing
- Confidentiality
- Customer service
- Attention to detail
- Time management
- Problem-solving
- Active listening
- Decision-making
- Office administration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved case issues which led to successful passport issuance.
Licensed Professional Teacher, Licensure Examination for Teachers Passer, 2015 Philippines
Passed the Licensure Examinations for Teachers in the Philippines, Certified English Teacher
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Passport Support Associate IV
CGI Federal
09.2023 - Current
Front-End Associate
Lowes Home Improvement Stores
08.2021 - 01.2023
Online English Tutor
ITutorGroup
08.2019 - 10.2020
English Teacher
Department of Education- Muzon High Shcool
07.2016 - 09.2018
Bachelor of Arts - Teaching English As A Second Language
Bulacan State University
Bachelor of Arts - Teaching English As A Second Language
Bulacan State University
High School Diploma -
San Jose Academy of Bulacan