Customer Service Process Improvement

YASMIN ZAVARCE

**** *. ******** ***** # ***, Tempe, AZ 85281- Cell: 602-***-**** *************@*******.***

Summary

Creative and committed bilingual professional with more than 10 years of customer service and marketing experience. Recognized for successful management techniques and organizational skills. Service-oriented and focused on process improvement, constantly recognized for achieving efficiency and productivity. Attained an increase of more than 30% in registration and accomplished a 20% customer recovery in a one-on- one program execution.

Professional Experience

WISE UP, Mexico DF, Mexico 2012 – 2013

Mexico-based institution specialized in teaching English as a second language Coordinator

Responsible for the recruitment and training of incoming teachers, while supervising the staff and presenting weekly workshops and lectures on several topics directed towards the support and motivation of teachers and students. Coordinated the scheduling of individual and group classes in accordance to performance tests and interviews, aiming to improve the student’s abilities and skills through personalized advice. Organized educational events, including graduation and award ceremonies, contests and field trips. Designed a remedial program for students requiring a higher level of attention in order to enhance their English knowledge, emphasizing their particular interests in association with everyday classes; this execution resulted in an overall recovery of more than 20% of the registered students in 2012.

COLEGIO SAN AGUSTIN, Monterrey, Mexico 2010 – 2011

Bilingual elementary school

English Teacher

Leading 5th and 6th grade, designed the academic yearly program, establishing objectives for lessons, units and projects, following curriculum guidelines and requirements from both State and school, maintaining accurate and complete records as required by law, district policies and administrative regulations. Evaluation of students’ performance, behavior, social development and physical health, discussing improvements and drawbacks with parents and guardians. Effectively accomplished the class transition into a more advanced scholar textbook requiring a higher level of English knowledge for the students through a full-time exposition to the language in the classroom.

KNOWLEDGE OF ENGLISH, Venezuela - Colombia - Chile - Mexico 2001 – 2009 Corporation committed to capacitating students and professionals in the English language, with learning centers in South, Central, and North America. Academic Director.

Supervised staff, overseeing their method of teaching and reports and statistics compliance, providing training when necessary and promoting development and advancement in accordance with their performance, recommending promotions, contracts, and salary changes to the company’s National Committee. Evaluated possible points of improvement at each learning center in order to create an environment of hospitality, and maximum learning through full immersion. Designed and executed a new strategy program for a student-oriented approach, with the recording and analysis of weekly, monthly and yearly data would be used as input to tailor each student’s needs and abilities, a method that ultimately resulted in a registration increase of more than 30% for Caracas as pilot center. Successfully implemented the program for offices in Santiago de Chile and Monterrey México, with similar outcomes in terms of registration and efficiency.

Education

Bachelor of Science in Education. 2008-2011

UNIVERSIDAD VALLE CONTINENTAL, Monterrey, Mexico

Certificate: Translation in English Language, 2007

TECHNOLOGIC DE MONTERREY, Monterrey, Mexico

Bachelor in English Translation and Interpretation, 2003

UNIVERSIDAD ARTURO PRATT, Santiago de Chile, Chile

Course: Coordinating Successfully, 2003

ABS INTERNATIONAL, Santiago de Chile, Chile

Course: Marketing for English Institutes and School Programs, 2003 ABS INTERNATIONAL, Santiago de Chile, Chile

Bachelor in English Translation and Interpretation, 2003 (to be completed) UNIVERSIDAD ARTURO PRATT, Santiago de Chile, Chile

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