Stacie Ovalle
Chicago,IL
Summary
Dedicated professional with a solid foundation in Justice Studies and a forthcoming in Teaching English as a Second Language Educator (TESOL). I am seeking to seamlessly integrate insights gained from both disciplines to excel in a dynamic and innovative professional environment. Committed to continuous learning and adaptation, I aim to bring a fresh perspective, strong problem-solving abilities to a forward-thinking organization.
Overview
16
16
years of professional experience
Work History
FLOATER EDUCATOR
INSTITUTO DEL PROGRESO LATINO
11.2023 - Current
- Supportive staff filling in for Educators as needed
- Follow lesson plans provided by regular teachers ensuring curriculum is followed per request.
- Developed and implemented differentiated instruction strategies for diverse learners, ensuring individualized attention and success.
- Improved student comprehension by incorporating visual aids and real-life examples into lesson plans.
- Utilized innovative teaching strategies to effectively engage students in learning.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Helped students explore concepts with engaging, learning-focused activities.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Monitored student progress and adjusted instruction to meet individual needs.
- Created lessons and online testing materials to facilitate remote learning.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Developed and implemented classroom routines to address varying student needs.
INTERN/CO-LEARNING ESL INSTRUCTOR
TRUMAN COLLEGE
05.2023 - 08.2023
- Assess students ESL learning abilities/proficiency/knowledge
- Taught English language skills, including speaking, reading, listening, writing and class participation tailoring to students for a successful English Learning Experience.
- Explored new technologies and approaches .
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Improved project outcomes by conducting thorough market research that informed strategic marketing decisions.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
CASE MANAGER
LA CASA NORTE
10.2022 - 08.2023
- Case Managed a caseload embedded of all types of cultural, ethical, social-economical groups of clients empowering their life's one at a time
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Assessing and problem-solving clients' needs, strengths, and challenges is a building aspect of case management.
- Conducted annual reviews of existing policies to update information as needed.
- Compiled and maintained client records such as; health insurance policies, All Chicago Making Homelessness History records , Department of Children and Family Services (DCFS), outreach to Chicago Public School and surrounding suburbs, governmental assistance for low-income families.
- Achieved consistent high levels of client satisfaction through empathetic listening and problem-solving skills when addressing concerns or disputes concerning their health benefits, day-to-day triumphs, implement personalized care plans, coordinate resources, and advocate for necessary services, fostering a supportive and goal-oriented relationship.
- Delivered food to clients home as needed.
- Partnered with Behavioral Health professionals, referrals were provided as needed. Case Manager and LCSW kept constant communication.
- Developed tailored health insurance plans to meet individualized client needs.
- Generated leads through cold-calling, networking and other outreach methods.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Liaised with social worker to expedite financial assistance not covered by insurance.
- Spearheaded fundraising efforts to support social and community service initiatives.
- Conducted community workshops to promote different programs and educate public on available services.
- Established and maintained relationships with key stakeholders.
- Provided education on health and nutrition for patients to maintain healthy habits and wellbeing.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Utilized trauma-informed approach to promote healing and empowerment for clients.
- Utilized grant writing skills to secure additional program funding and or advocated for client-financial burden to upper management to provide some type of relieve to client emotionally and financially.
- Assessed community needs and identified resources for social and community service programs.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Networked with pro bono attorney's at law.
SUBSTITUTE TEACHER/TEACHER ASSISTANT
CATHERINE COOK SCHOOL
10.2021 - 06.2022
- Developed and executed head-teachers lesson plan(s)
- Adapted with open communication with school staff, teachers, and parents; kept informed of any progress and any issues that may arise
- I comfortably adapted to grade levels, teaching styles and subjects.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
- Assisted students in mastering subject material and preparing for tests.
- Participated in professional development opportunities to stay current on educational trends and research-based teaching strategies for continuous improvement in practice.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Monitored student behavior and administered discipline as needed.
- Developed and implemented behavior management plans for students with challenging behavior.
- Implemented classroom management techniques to maintain positive learning environment.
- Strengthened parent-teacher communication through proactive outreach via conferences, phone calls, and email updates on student progress.
- Contributed to school-wide improvements in standardized test scores by aligning lesson plans with curriculum standards and objectives.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Monitored student progress and provided feedback to students, parents and school administrators.
- Assigned, explained and graded homework.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Collaborated with other educators to plan and review instruction.
- Collaborated with colleagues to develop innovative approaches to teaching.
- Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
- Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
- Boosted student engagement with interactive lessons, incorporating real-world examples and hands-on activities.
- Evaluated student performance using formative assessments to provide targeted feedback while concurrently adjusting lesson plans based on data-driven insights.
- Incorporated technology into learning to enhance student engagement and learning.
- Enforced school and class rules to maintain order in classroom.
- Adapted lesson plans and student activities to meet needs of students with special learning needs.
- Supervised lunchroom and recess activities.
- Monitored student performance and provided feedback to inform instruction.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Increased student comprehension by utilizing differentiated instruction methods tailored to individual learning styles.
- Conferred with parents or guardians, other teachers, counselors and administrators to resolve students' behavioral and academic problems.
CUSTOMER SERVICE REPRESENTATIVE
STERICYCLE COMMUNICATION SOLUTIONS
01.2008 - 12.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Met customer call guidelines for service levels, handle time and productivity.
- Created and maintained detailed database to develop promotional sales.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered constant flow of customer calls with minimal wait times.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided primary customer support to internal and external customers.
- Investigated and resolved accounting, service and delivery concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests for products, services, and company information.
- Implemented and developed customer service training processes.
- Updated account information to maintain customer records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Tracked customer service cases and updated service software with customer information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Master of Arts - Teaching English As A Second Language (ESL)
NORTHEASTERN ILLINOIS UNIVERSITY (NEIU)
Chicago, IL12.2024
Bachelor of Arts - Justice Studies
NORTHEASTERN ILLINOIS UNIVERSITY (NEIU)
Chicago, IL12.2020
Skills
- Documentation And Reporting
- Collaborative learning
- Differentiated Instruction
- Creative Instruction Style
- Classroom Technology
- Safety Protocols
- Continuing education
- Parent Interaction
- Schedule Management
- Student Records Management
- Care Coordination
- Data Analysis
- Organization and Multitasking
- Records Management
- Community Outreach
- Resource Identification
- Case Management
- Community Resources
- Email and Telephone Etiquette
- Performance Tracking
- Problem-Solving
- Case Planning
- Client Advocacy
- Social Work
- Staff education and training
- Relationship Building
- Client Needs Assessments
- Documentation proficiency
- Home Visits and Inspections
- Case Needs Assessment
- Referral Coordination
- Data Entry and Analysis
- Conflict Resolution
- Written and verbal communication
- Patient Assessments
- MS Office
- Case Management Tracking
- Quality Assurance Controls
- Shared governance
- Intervention Plans
- Patient support
- Interdisciplinary Collaboration
- Annual Case Reviews
- Medical Records Management
- Positive Attitude
- Emotional awareness
- Family Education Programs
- Staff Management
- Direct Patient Care
- Family Education
- Decision-Making
- Needs Assessment
- Microsoft Office
- Analytical Thinking
- Customer Service
- Quality Assurance
- Dependable and Responsible
- Google Drive
- Excellent Communication
- Organization
- Self-Directed
- Microsoft Word
- Employee Coaching
- Database Management
- Account Updates
- Inbound/outbound Call Management
- Issue and Complaint Resolution
- Report Generation
- Remote Office Availability
- Administrative and Office Support
- LiveChat Messaging
Leadership Experience
Established oneself as an individual expert in social/subbing role, contributing valuable insight for both clients and students for personal growth, including others through expertise and knowledge.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
FLOATER EDUCATOR
INSTITUTO DEL PROGRESO LATINO
11.2023 - Current
INTERN/CO-LEARNING ESL INSTRUCTOR
TRUMAN COLLEGE
05.2023 - 08.2023
CASE MANAGER
LA CASA NORTE
10.2022 - 08.2023
SUBSTITUTE TEACHER/TEACHER ASSISTANT
CATHERINE COOK SCHOOL
10.2021 - 06.2022
CUSTOMER SERVICE REPRESENTATIVE
STERICYCLE COMMUNICATION SOLUTIONS
01.2008 - 12.2019
Master of Arts - Teaching English As A Second Language (ESL)
NORTHEASTERN ILLINOIS UNIVERSITY (NEIU)
Bachelor of Arts - Justice Studies
NORTHEASTERN ILLINOIS UNIVERSITY (NEIU)
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