Yunisdelsis Carballo-Quesada
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Higher Education and Services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Enrollment Services Representative
Georgia Southern University
11.2022 - Current
- Student's first point of contact among the enrollment process
- Assist students with questions and concerns regarding student services (Financial Aid, Admissions, Registration, policies, and procedures, etc.) Understand current Admissions, Financial Aid, Registrar, Bursar policies and procedures and how they impact student enrollment processes
- Triage issue and decide correct course of action
- Create “My Help” tickets using Mojo Ticketing Systems for issues that need further review from departments
- Utilize different data resources to find the most current policies and procedures, like the Knowledge Base and University's Home Page to better inform parents and students
- Maintains confidentiality of student records in compliance with the Family Education/Rights and Privacy Act (FERPA)
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for new customers.
- Managed high call volumes while maintaining professionalism and a strong focus on customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed and updated databases to handle customer data.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Advocate
Sears Home Services
01.2016 - 01.2018
- Investigating and resolving customer complaints and escalations regarding service appointments, warranties, etc.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Maintained and managed customer files and databases.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
Bilingual Elementary Teacher
Southwest Schools
01.2015 - 01.2016
- Perform all homeroom teacher's duties, including lesson planning, grading, evaluations, PTA meetings, etc.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Used formative assessments to guide instructional planning and ensure alignment with curriculum standards.
- Organized school-wide events promoting bilingualism, such as cultural fairs and language immersion activities.
- Led parent-teacher conferences that focused on celebrating student successes while identifying areas for improvement, resulting in stronger home-school partnerships.
- Implemented classroom management strategies that maintained an orderly and productive learning space while respecting diverse student needs.
- Participated in ongoing professional development opportunities to stay current on best practices in bilingual education.
- Enhanced language development by incorporating bilingual techniques in daily lessons.
- Supported English Language Learners with targeted instruction, improving reading and writing skills.
- Promoted cultural understanding and appreciation through the integration of multicultural materials and activities.
- Built positive relationships with parents to involve families in educational process.
- Taught lessons encompassing skill-building activities in speaking, writing, reading and listening.
- Provided regular feedback to students on progress and assigned grades based on performance.
- Assessed student learning progress and comprehension with routine tests and standardized examinations.
- Attended students' concerts, sporting events and performances to offer support and encourage extracurricular activities.
- Promoted exploration of building blocks of learning by leading diverse, hands-on activities.
- Retained student interest and maximized receptive learning.
Elementary Teacher, Grades 1-3
Carmen Gomez Tejera Elementary School
01.2014 - 01.2015
- Perform all homeroom teacher's duties, including lesson planning, grading, evaluations, PTA meetings, etc.
- Provided constructive feedback on assignments, helping students understand areas for improvement and celebrating successes.
- Maintained accurate records of student performance, using data-driven decision-making to inform instructional planning and intervention efforts.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Established clear expectations for behavior, fostering a respectful and inclusive classroom culture.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
- Boosted student self-esteem by providing individualized support and positive reinforcement.
- Assessed student progress regularly, adjusting lesson plans as needed for optimal success.
- Improved reading comprehension by incorporating storytelling and role-playing activities in lessons.
- Increased parent involvement through consistent communication and progress updates.
- Participated in professional development opportunities to stay current with best practices in education, applying new strategies to benefit students'' overall growth.
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
- Maintained student portfolios to monitor learning progress and completion of work required for promotion to next grade level.
- Administered various reading tests and determined student reading levels based on assessment findings.
- Integrated technology and multimedia tools into lessons to enhance student learning.
- Taught lessons encompassing skill-building activities in speaking, writing, reading and listening.
Education
M. Ed - School Library Media Specialist
Georgia Southern University
Statesboro, GA12.2025
B.A Education And Technology - Education
American University of Puerto Rico
Bayamon, PR06.2014
Skills
- Organization
- Planning
- Goal oriented
- Bilingual (Spanish and English)
- Analytical
- Customer Service Oriented
- Microsoft Office
- Banner, Slate, Campus Logic, etc
- Data entry proficiency
- Customer Service
- Teamwork and Collaboration
- Policy Knowledge
- Computer Skills
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Document and Records Management
- Billing Adjustments and Refunds
- Database Management
- Multi-Line Phone Systems
- Remote Office Availability
Languages
Spanish
Native or Bilingual
Timeline
Enrollment Services Representative
Georgia Southern University
11.2022 - Current
Customer Service Advocate
Sears Home Services
01.2016 - 01.2018
Bilingual Elementary Teacher
Southwest Schools
01.2015 - 01.2016
Elementary Teacher, Grades 1-3
Carmen Gomez Tejera Elementary School
01.2014 - 01.2015
M. Ed - School Library Media Specialist
Georgia Southern University
B.A Education And Technology - Education
American University of Puerto Rico
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