Professional Profile

. Energetic, self-motivated, excellent communicator, and organized

educated in customer service who possesses 4 years of experience in

the customer service field

. Adaptable to challenging work situations involving high pressure, and

strike deadlines.

. Active listening skills, tact and diplomacy for dealing with difficult

situations.

. Able to maintain a friendly, positive attitude in the face of

adversity.

. Proficient Office: Microsoft Office (Word, Access, Excel, Power Point)

and communication (Internet and email).

. Fluent Spanish and English, basic knowledge of German.

Employment History

Preschool Early Childhood Educator January 2014- June 2014

Day Nursery centre- Kennedy Winnipeg, Manitoba

. Develop and implement child-care programs (support and promote the

physical, cognitive, emotional and social development of children).

. Lead activities by telling or reading stories, teaching songs and

preparing crafts

. Assess the abilities, interests and needs of children and discuss

progress or problems with parents and other staff members.

Call Center operator June 2013 - January 2014

Pinnacle Winnipeg, Canada

. Provide to the customers help and solutions for their problems.

. Provide phone, email and ecommerce support and attendance.

. Focus on customers' problem resolution and on setting expectations.

. Evaluate and assess work processes within own work area and execute

process improvement

initiatives.

Health and safety adviser April 2011 -

April 2013

Mapfre, sp Madrid, Spain

. Prepared health and safety strategies and developed internal policy.

Carried out risk assessments and considered how risks could be

reduced.

. Developed, implemented and evaluated health and safety programs and

strategies. Carried out regular site inspections to check policies and

procedures are being properly implemented.\

. Provided consultation and delivered training programs to employees on

issues of environmental protection or workplace safety.

Expert on gender equality (Internship) February 2011 - April 2011

Department of Equality Madrid, Spain

. Developed, implemented and evaluated plans for Equal Opportunities

between women and men.

. Designed, promoted and evaluated the progressive incorporation of

gender perspectives in different areas of intervention and society in

general.

. Designed and managed programs for awareness and recognition of

domestic violence.

. Prepared and delivered presentations and workshops to the groups

affected by domestic violence.

Call Center operator June 2009 - March 2011

Qualytel/ Transcom Madrid, Spain

. Answered calls and responded to emails, providing customers with

product and service information

. Handled customer inquiries both telephonically and by email.

Furthermore managed and resolved

. customer complaints

. Used questioning and listening skills that support effective telephone

communication.

. Effectively deal with job stress, angry callers, and upset customers

. Updated existing customer information

. Produced call reports

Shop assistant September 2008 - June 2009

El Corte Ingles Madrid, Spain

. Involved in stock control and management.

. Assisted shoppers to find the goods and products they are looking for.

. Was responsible for processing cash and card payments.

. Answered queries from customers.

. Reported discrepancies and problems to the supervisor.

. Dealing with customer refunds.

. Responsible dealing with customer complaints.

. Responsible for security within the store and being on the look out

for shoplifters and fraudulent

Education Background

Master Degree in Gender studies September 2010 - October 2011

University Autonoma of Madrid Madrid. Spain.

Master Degree Occupational health and safety September 2011 - December 2012

University Francisco de Vitoria of Madrid Madrid. Spain.

Bachelor Degree in Social work September 2006 - June 2010

University Complutense

Madrid. Spain.

Other Training

First aid July 2013 - July 2013

Winnipeg, Manitoba

Employability Skills Training July 2013 - July 2013

Employment Solutions for Immigrants Incorporated Winnipeg, Manitoba

Volunteer Experience

Monitor entertainment and leisure November 2007 - April 2009

Colectivo Ezkaharit. Saharaui refugee camps.

Tindouf, Agelia

Leisure and outdoor activities and handicrafts workshops at the local

school.

Cerebral palsy assistant October

2006- June 2007

Auxilia Madrid

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