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Customer Service Manager

Elkton, Maryland, 21921, United States
January 17, 2018

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Natalie Vargas Pacheco

* ******* **** ***** ****, MD 21901 (H) 443-***-**** (C) 787-***-****



To secure a position within your company, where my strong interpersonal and analytical skills can be applied to successfully influence associates and manage a process within a complex and hectic environment.


Fluent in Spanish – Proficient in the translation and comprehension.

Knowledgeable in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Windows 98, XP, Vista, 7, 8, 10) Edmodo, KHAN Academy, Kahoot, Google Forms

An Engaging Personality and Teaching Style.

Clear Objectives for Lessons and Effective Discipline Skills.

Good Classroom Management Skills and Good Communication with Parents.

Able to identify a child's learning style and tailor approach accordingly.

Strong track record in team leading, building, prioritizing challenges, exceeding goals, and delivering excellence.

Versatile in creating and adapting technologically advanced tools into the classroom.

Skilled in classroom management techniques.

Skilled in analyzing problems and procedures, also in coordinating organizational changes.

Proficient skilled in organization and time management skills, verbal skills and strong customer service orientation.

Experienced in CRM systems


PR Department of Education August 2017 – October

2017 due to Hurricane

Maria unexpected


Position: ELL/ ESL Teacher

Location: William Rivera Betancourt Vocational School, Canóvanas, Puerto Rico Supervisor: Maria I. Lebrón

Phone: 787-***-****


Taught and Educated 125 students according to guidelines provided by the PR Department of Education Curriculum Framework.

Planned, prepared and delivered lessons to all students in the class.

Taught and imparted my lessons according to the educational needs, abilities and achievement of the individual students and different groups of students.

Adopted and worked towards the implementation of the school’s developmental plan. Assigned, marked and corrected work carried out by the students.

Implemented the use of technology in class such as computers and projectors.

Provided and contributed to oral and written assessments, reports and references relating to individual students or groups of students.

Participated in arrangements within an agreed national framework for the appraisal of students’ performance.

Promoted the general progress and well-being of individual students, groups of students or class.

Provided guidance and advised the students on educational and social matters, on their further education and future careers and provided information on sources of more expert advice.

Communicated, consulted and cooperated with other members of the school staff, as well as parents/guardians to ensure the best interest of students.

Reviewed and evaluated teaching and learning strategies, methodologies and programs in line with the National Curriculum Framework guidelines.

Advised and cooperated with the School Principal, Superintendent and colleagues.

Integrated a variety of teaching methods and instructional strategies to generate student interest and testing success.

Created and developed new units of work that are aligned with the Common Core State Standards.

PR Department of Education August 2016 – May 2017

Position: ELL/ ESL Teacher

Location: Petra Román Vigo Middle School, Carolina, Puerto Rico Supervisor: Jesus Gonzalez

Phone: 787-***-****


Managed a group of 85+ students in a title 1 school with a high risk of drop out and failure rate.

Successfully established a positive learning environment in which to encourage literacy learning.

Increased the scores of low performing students from 2015-2016 in 2016-2017 by an entire level, on standardized testing. Results as follows; the Pre-Basic percentage results were slashed in half from a 60% to a 30.5%, the Basic Level catapulted from a 30% to 53.7%, while the Proficient level was maintained at a 10%. Also, a positive increase was registered in the Advanced level from a 0% to a 6.1%.

Maintained professional relationships with social workers, media specialists and administration.

Advised and cooperated with the School Principal, Facilitators, Coaches and Colleagues.

Adapted and modified instruction to suit learning styles of students, including physical, behavioral, mental, and ESL challenged students.

Planned, prepared materials, daily lesson plans on literature, grammar and vocabulary development.

Achieved an average 97% first-time passing average from a 65% the previous year.

Instructed classes with up to 25 students in regular attendance.

Prepared for and educated four sections of ESOL 8 and 9 with emphasis on grammar.

Sponsored the Karaoke development activities in English week.

Developed and displayed scoring rubrics to assess students' progress.

Implemented after school tutorial for at-risk students.

Led students on high school Capitol Hill trip.

Integrated the utilization of smart tablets into the classroom curriculum.

Maintained positive relationships with students and parents while holding students to high standards of acceptable class work.

Developed summative and formative assessments that test CCSS skills.

Produced methods of tracking student progress in attaining CCSS.

Integrated English Common Core State Standards into literature lessons.

Mentored 9th grade students, as part of a class advisor role.

Created weekly, biweekly, and monthly skills-based assessments, to measure student proficiency.

Integrated LED projector utilization in classroom lessons.

Utilized Touch Screen Laptop Computer in interaction with the LED Projector to give media and interactive presentations.

The Electronic Stop June 2012 – June 2016

Position: Inside Sales Customer Service Manager

Location: Rio Grande, PR 00745


Manage a staff and oversee all facets of the Customer Service Department to ensure compliance with organizational goals and objectives. Matched product lines and provide recommendations to meet the needs of new and existing customers.

Generated sales quotation and resolve complex customer and potential inquiries as it relates to electronic devices such as computers, laptops, tablets, cell phones as well as mobile services and repairs.

Provided immediate resolutions to all commercial documents and letters.

Maintain database for invoices, shipping and repairs. Ensured all units intended for shipment had appropriate commercial labeling and bar-coding as required by commercial standards and postal regulations.

Managed incoming purchase orders process to ensure accuracy of information being submitted.

Managed customer invoice payment process to ensure payments are received as defined by contractual obligations and established company deadlines.

Managed delinquent invoice payment process to ensure past due payments are received in accordance with established state and federal regulations and company policies and procedures, and contracts obligations.

Managed the implementation of Marketing and Business process

Maintained all files (Active/inactive) in accordance with company policy and conduct ongoing audits.


Obtained the Maryland State Department of Education Teaching Certificate for the areas of ESOL (PreK-12) and English (7-12)

Department of Education Certificate of participation for Teacher professional capacitation in the development of items for the Standardized Test META-PR-2018. March 2017

Department of Education Certificate of Appreciation awarded in recognition for a valuable contribution as a Judge during the English District Competitions. February 2017.

Secondary School of the University of Puerto Rico English Forensic League (EFL) Judge Workshop Certified Judge Certificated for Outstanding contribution at the EFL Competition Category A. May 2016

Educational Links Corp Certificate on Techniques for literature Comprehension. December 2016

Educational Links Corp Certificate on Technology Integration of Differentiated Learning Instruction. December 2016

Educational Links Corp Cert on Teaching Strategies Oral and Written Comprehension. December 2016

Obtained Department of Education of Puerto Rico Highly Qualified Teacher (HQT) certificate in English for Speakers of Other Languages (ESOL). August 2016

Secondary School of the University of Puerto Rico English Forensic League (EFL) Judge Workshop Certified Judge Certificated for Outstanding contribution at the EFL Competition Category A. May 2016

University of Puerto Rico PCMAS Essay Redaction October 2015.

Rocket Teacher Training Certificate: Solid Tools for a better Academic Achievement. February 2015.


Obtained BA Degree in Arts Education with a concentration in English Language Learning University of Puerto Rico (UPR), Rio Piedras, PR, (2016)

BA in English with a concentration in Pedagogy and Second Language Learning (3rd year) University of Puerto Rico (UPR), Humacao, PR(2009)

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