Work experience

• National Sexual Assault Hotline /Evening Bilingual Shift Manager

  Rape, Abuse, and Incest National Network

  2022.03-Current

  (3 years)

  Oversee and provide comprehensive support for a 24/7 hotline operation, ensuring uninterrupted coverage every day of the year. , ensuring smooth operations of the National Sexual Assault Hotline, including monitoring hotline sessions, providing guidance to staf, and resolving issues promptly. When leading the room on shift I oversee and manage up to 60 specialists and coordinate the transitions of their duties throughout the shift. Enhanced expertise in specialized hotline operations and sexual assault support services. Administer annual performance assessments for team members. Implement disciplinary measures as necessary to address performance or behavioral concerns.
• Customer Service Lead & Supervisor

  AeroMexico

  2023.08-2024.08

  (a year)

  Monitors daily customer service team output. Overseeing and assessing customer service staf activities, and providing them with regular performance-related feedback. Strategizing and monitoring the daily activities of customer service operations. Assisting customer service staf with duties where required. Training staf in areas of customer service and company policies. Managing cashier coverage and customer flow to ensure proficient customer service. Monitoring and authenticating returns, exchanges, and voids. Investigating and solving customer service complaints. Assisting with the development and implementation of service policies, and explaining these to staf and customers. Maintaining documentation pertaining to customer service department activities. Performing additional duties where needed.
• Customer Service Supervisor

  Avelo Airline

  2023.08-2024.08

  (a year)

  Remains calm in escalated customer interactions. Manages a team and has strong interpersonal skills. Demonstrates strong problem-solving and analytical skills. Communicates efectively with customers and colleagues. Manages and trains customer service managers. Investigates customer service issues as needed. Completes customer service analytics reports. Makes data-driven recommendations. Uses popular customer service software.
• CSR

  United Airlines

  2023.06-2024.04

  (a year)

  Provided exceptional customer service to United Airlines passengers, ensuring a positive travel experience and resolving any issues or concerns promptly and efficiently. Assisted passengers with flight bookings, ticket changes, and cancellations, utilizing United Airlines' reservation system and adhering to company policies and procedures. Handled customer inquiries and complaints via phone, email, and in-person, demonstrating strong communication skills and a professional demeanor. Collaborated with other departments, such as baggage services and flight operations, to ensure seamless travel experiences for passengers. Utilized problem-solving skills to address and resolve customer issues, including flight delays, lost baggage, and missed connections, while maintaining a calm and empathetic approach. Stayed updated on United Airlines' policies, procedures, and industry regulations to provide accurate and up-to-date information to customers. Consistently met or exceeded performance targets, including customer satisfaction ratings, response times, and sales goals. Participated in ongoing training and development programs to enhance knowledge of United Airlines' products, services, and technology systems.
• Substitute teacher/ translator/ director assistant

  Fairfax County Public Schools

  2019.08-2022.03

  (3 years)

  Worked as a : translater (Spanish ~English) substitute teacher, assistant teacher, the director of special education’s assistant, after school activities coordinator.

Educational experience

• Southern New Hampshire

  Human services

  2024.12-Current

  (7 months)

  3rd year student with 90 class hours currently
• ECPI University

  Degree in Dental Assistant

  2012.08-2014.06

  (2 years)

  2 year degree

Languages