Customer Service Representative
Resume:
APARECIDA DE SOUZA
SUNNYSIDE, NY 11104
P rofessional Summa ry
Skilled in individual, group and school counseling with specialization in Rational Emotive Behavior
T herapy (REBT). Over 15 years of experience in language instruction in both classroom and person-to-
person settings. Experienced in handling high call volume. Domestic and international telephone
customer service experience.
Accomplishments
Professional Diploma in Counseling and Personnel Services from Fordham University as well as
specialized t raining with the Albert Ellis Institute in Rational Emotive Behavior Therapy, Child,
Adolescent and Addiction Therapies.
Languages
Fluent in English, Portuguese and Spanish, having successfully created new and functional methods
for teaching language to children and adults, with extensive experience teaching Portuguese to
business executives. Knowledge of Japanese, French and German.
Foundations
P reparation of financial reports during internship in the Grandparents as Parents (GAP) support
p rogram.
P reparation of activity and progress reports covering past and upcoming events, general trends and
concern.
Participation in local and regional meetings and conferences
I n te rnships
I ncarcerated Mothers P rogram, Edw in Gould Ser-vices for Children 2000-2001
Conducted group therapy for mothers of incarcerated women caring for their grandchildren within the
STEP and GAP (Grandparents as Parents) programs, providing individual and group counseling to
participants and their family. Facilitated bi-weekly group meetings. Coordinated maintenance,
solidification and expansion of program. Networked with families, schools and community agencies
p roviding support services.
P rofessional Experience
AT&T Toll F ree Di rect0t ry Operator 2001-2009 Responded to national and international customer
i nquiries, handling high call volumes (900-1000 calls per day)
I n te rnational Bilingual Operator 1996-2001 Facilitated interaction between Portuguese-speaking
customers and English-speaking operators. Interpreted for individuals and organizations requesting
t ranslation.
Berlitz I nte rnational 1986-2001 Group and individual Portguese instruction for both private
students and business professionals. Led sessions at Berlitz school site, in business offices and in
p rivate residences.
Small Business Owner 1979-1986 Ran handicrafts business in Brazil between, sourcing materials
f rom artisans from the northeastern part of the country fol sale in Sao Paulo shop. In teracted with
i ndividual producers, local and tourist clientele. Owner and sole proprietor of baked goods in US
between 1986 and 1992. Responsible for production, sales and operation.
Education
Fordham University 2006 Professional Diploma in Counseling and Professional Services
Fordham University 2001 Master of Sciences in Education
Fordham University 1997 Bachelor of Arts, Psychology
Certifications
Certified School Counselor, State of New York
Specialized certifications from the Albert Ellis Institute: Primary Training Course in Rational
E motive Behavioral Theory and Techniques
Advanced Training Course in Rational Emotive Behavior Theory and Techniques
Child and Adolescent Therapy Practicum
T reatment of Addictions Practicum
P rofessional Affiliations
Member of the American Counseling Association (ACA)
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