Susan Guerra

Work History

Agency Operations Assistant

Smith and Associates Inc. (ALLSTATE)

2024.01 - Current

Solved problems timely and effectively, ensuring customer satisfaction.
Assisted operations manager with planning of routine operations and special projects.
Monitored and updated inventory levels and maintained accurate records of inventory and stock movements.
Managed day-to-day department operations with effective workflow coordination.
Prepared and delivered operational performance reports to inform management.
Provided administrative support with accurate document preparation and data entry.
Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Followed detailed directions from management to complete daily paperwork and computer data entry.
Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Customer Service Representative (Remote)

TeleperformanceUSA

2023.08 - 2024.01

Responded to customer requests for products, services, and company information.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Identified and resolved discrepancies and errors in customer accounts.
Delivered prompt service to prioritize customer needs.

Managing Director/Educational Consultant

Eastern Educational Services Co. Ltd

2013.09 - 2021.12

Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Trained and guided team members to maintain high productivity and performance metrics.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assisted in recruiting, hiring and training of team members.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Interacted well with customers to build connections and nurture relationships.
Reduced operational risks while organizing data to forecast performance trends.
Collaborated with school board officials to assess areas for improvement in curricula, classrooms, testing and student activities.
Updated school curriculum to integrate technology and enhance quality of student education.
Performed detailed and comprehensive evaluations of teaching and support staff.
Created libraries to help students gain new knowledge, skills and dispositions for learning and personal development.
Provided lesson planning and pacing support to helping educators analyze data and apply it to instruction.
Coordinated training and professional development courses for teachers and school administrators to create new teaching strategies that encourage student learning.
Supervised and evaluated teaching and support staff to assess education standards and classroom policies and implement changes based on data.
Provided personalized customer service to parents and guardians regarding academic needs of students through phone calls, email and live video chat.
Organized committees, workshops and conferences to promote social and intellectual welfare of students.
Worked closely with instructors to prepare online materials, content, and tools to facilitate training globally.
Provided subject matter expertise on all courses, materials, and lesson plans.
Collaborated with administrators to determine course objectives.
Reached out to vendors to evaluate available curriculums and associated materials.

Senior Teacher/School Principal

Rosec Private Primary School

2009.02 - 2013.07

Mentored junior teachers to improve teaching, classroom management and disciplinary strategies.
Set objectives for instructional quality and results benchmarks for students.
Maintained full credentials and up-to-date understanding of trends in education.
Assisted with curriculum planning and materials selection.
Helped students explore concepts with engaging, learning-focused activities.
Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
Designed detailed learning plans for struggling students based on test, homework and assignment records.
Scheduled conferences with parents to discuss students' progress and classroom behavior.
Improved students' analytical skills by introducing state-of-the-art computer program technologies.
Shifted between formal and informal methods of teaching to keep students engaged.
Implemented reading and writing workshops to increase student literacy and support school reading programs.
Monitored student behavior and enforced discipline policies.
Administered personnel policies and procedures for school faculty and staff.
Trained teachers on effective teaching techniques, classroom management strategies, and behavior modification.
Established instructional practices driven through statistical performance data.

Personal Financial Advisor

British-American Insurance Company

2006.04 - 2009.01

Analyzed clients' financial situations to offer products to improve standard of living.
Promoted products and services by conducting educational seminars to clients and prospects
Used company developed software to calculate client assets, liabilities, insurance coverage and cash flow to create investment strategies.
Initiated customer relationships through prospecting, lead utilization, local market and community involvement.
Examined clients' overall financial situation by reviewing income, assets, debts, expenses and credit reports.
Sold $500K per year in life insurance, retirement instruments and investments.
Presented financial plans and investment recommendations to clients.
Studied financial documents to identify potential areas needing improvement.
Educated clients on financial topics and best practices.
Devised comprehensive financial plans for clients to achieve short and long-term financial goals.
Updated clients on changes in tax laws and other regulations affecting investments.
Developed and maintained strong relationships with clients to maximize satisfaction.
Helped clients make informed decisions about financial future.
Informed clients of strategies for reducing debt and maximizing savings.
Assisted clients with budgeting and cash flow management.

Administrative Manager

Prophetic Missions International

2004.01 - 2006.04

Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Trained employees in company and regulatory compliance requirements to promote conformance.
Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Interviewed, recruited and onboarded new staff for high-performing administration teams.
Met department budgets by monitoring and reporting on office expenses.
Greeted visitors, employees and church members politely and professionally for excellent reception service.
Supervised staff and delegated tasks to maintain positive, productive administrative operations.
Organized and updated databases, records and other information resources.
Coordinated office events, seminars and meetings for staff and congregation

Research Assistant/Part Time Tutor

University of the West Indies

2002.09 - 2003.07

Recorded and analyzed data to produce reports of results.
Participated in planning meetings and project presentations.
Summarized search results by preparing written reports, graphs, fact sheets and tables.
Reviewed and verified survey data before entering into database to enhance research quality and accuracy.
Took active role in departmental meetings, engaging with all parties and transcribing detailed notes of plans, decisions and options discussed.
Used Microsoft Excel to enter data into project database and provided regular updates.
Collected and recorded data at various field sites for later assessment and data analysis.
Performed in-depth interviews with research subjects and compiled data and analyses into reports for review by group leader.

Elementary and High School English Teacher

Ministry of Education

1989.04 - 2003.12

Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
Prepared and implemented lesson plans covering required course topics.
Prepared comprehensive English curriculum for multiple classes.
Planned dynamic lessons to increase student comprehension of books and literary concepts.
Created and implemented activities to foster critical thinking skills of students.
Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
Kept classroom organized, clean and safe for students and visitors.
Developed innovative lesson plans to engage students in English language learning.
Assessed student progress and provided feedback to improve performance and establish academic success.
Designed and facilitated group projects to foster teamwork and problem-solving skills.
Encouraged students to take active role in learning and academic success.
Assisted in development of extracurricular activities and special events.
Produced engaging lesson plans and activities to help students master learning objectives.
Provided guidance and mentoring to students regarding academic, social and emotional issues.
Monitored student progress and provided feedback to both students and parents.
Supported students in development of skills and strategies to become independent and successful learners.
Developed and implemented variety of instructional strategies to meet diverse needs of students.
Developed and implemented behavior management plans to address student issues.
Promoted culture of inclusion, respect and collaboration in classroom.
Supported development of individualized education plans for students with special needs.
Attended department meetings to develop and update course curricula.
Designed and implemented assessments to measure student progress in English language learning.
Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.

Summary

Overview

Work History

Agency Operations Assistant

Customer Service Representative (Remote)

Managing Director/Educational Consultant

Senior Teacher/School Principal

Personal Financial Advisor

Administrative Manager

Research Assistant/Part Time Tutor

Elementary and High School English Teacher

Education

Certificate - Basic Bookkeeping

Certificate - Project Management

Bachelor's of Education - Elementary Education

Certificate - Educational Administration

Teacher's Diploma - Education

Skills

Timeline

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