Customer Service Assistant

AMBER R. KANTNER

**** * **. #**, **********, CA *5814 213-***-**** *****.*******@*****.***

SKILLS

Bilingual- Spanish

Critical Thinking

Customer Service

Experienced Traveler

Event Planning

Interpersonal Skills

Leadership & Mentoring

Marketing

Problem-solving

Program Management & Training

Public Relations

Public Speaking

Teaching

Writing & Editing

Technology-savvy

EDUCATION

Master of Arts, Teaching English as a Second Language (TESL), summa cum laude 05/2014 Northern Arizona University, May 2014

Bachelor of Arts in English, minor in Spanish, cum laude 05/2012 California State University, Sacramento (CSUS)

Teaching English to Speakers of Other Languages (TESOL) certificate 05/2011 California State University, Sacramento (CSUS)

EXPERIENCE

Assistant Director; iD Tech Camps 07/2016 – 08/2016 Stanford University, Palo Alto, CA

Helped create a fun, safe environment while ensuring high-level instruction for 400+ students.

Created systems of organization to handle course locations, lunch cards, room keys, and parking passes.

Interfaced with parents and campers with positively outrageous customer service.

Performed reviews for all instructors and helped to coach better teaching strategies. ESL Instructor & Service Learning Coordinator, Institute of Intensive English 08/2015 – 06/2016 Lewis-Clark State College, Lewiston, Idaho

Taught 22 hours week; ran Service Learning program; acted as Faculty Social Chair.

Created needs analyses, syllabi, and course materials for English courses to promote engagement and cognitive development.

Engaged in weekly meetings with other instructors to evaluate student improvement, success and mastery of materials. English Teacher, Kings Summer Center 06/2015 – 07/2015 Pepperdine University, Malibu, California

Worked with international students ages 11-17 from a wide range of countries to administer written and spoken placement tests to determine student proficiency levels.

Created lesson plans and innovation course materials to engage young learners during the summer camp English courses. Collaborated with other teachers and staff on a daily basis to ensure proper student placement and to maintain open lines of communication. Assisted with the overnight students and extra-curricular activities. English Instructor, Learning English for Academic Purposes (LEAP) Program 09/2014 – 03/2015 Toyo University, Tokyo, Japan

Created syllabi, lesson plans, and course materials for English skills courses in Reading & Writing and Listening & Speaking to build student engagement and cognitive development.

Conceptualized and developed creative course options to maximize student engagement in the program’s spring break English Camp.

Volunteer Teacher, Intensive English Camp 06/2014

Corazón de Vida Foundation Bajamar, Ensenada, Baja California, Mexico Amber R. Kantner 2

Co-developed needs analyses and course curricula, taught, and evaluated basic English courses for young adults who had been through the Corazón de Vida orphanage system and were enrolled in the Mexican public university system. Graduate Teaching Assistant, Program in Intensive English 08/2012 – 5/2014 Northern Arizona University, Flagstaff, AZ

Demonstrated teaching excellence in all language skills to adults at all proficiency levels in an IEP setting.

Created syllabi & lesson plans; developed materials to scaffold student success on the achievement tests.

Proctored and rated all skills portions of the program’s placement, achievement, and exit exams. Co-Instructor, English for Beginners class, The Literacy Center, Flagstaff, AZ 09/2013- 12/2013 The Literacy Center, Flagstaff, AZ

Planned, taught, and evaluated a basic English course for community adults from various educational backgrounds.

Focused on reading and listening/speaking skills, student-centered learning, and developing basic literacy goals.

Co-implemented a variety of engaging, communicative tasks to promote collaborative learning. Co-Instructor, Adult ESL course, Coconino Community College, Flagstaff, AZ 08/2012- 05/2013 Coconino Community College, Flagstaff, AZ

Worked with Spanish-speaking adult population to promote English comprehension and production.

Taught break-out section to beginning-level students in own classroom. Student Assistant, Provider Complaint Unit 06/2010 – 07/2012 Department of Managed Health Care, Sacramento, CA

Worked independently to identify and determine the proper action to take for incoming correspondence; distributed incoming reports, assigned cases to analysts and other staff, and tracked all provider reports and other program data.

Answered calls from providers, attorneys, medical groups/IPAs or other agencies, while consistently practicing excellent customer service skills and ensuring complete customer satisfaction. Travel Liaison 03/2009 – 08/2009

Global Educational Facilitation, Sacramento, CA

Promoted the company’s medical Spanish-immersion programs to Mexico at local hospitals.

Traveled to Guadalajara, Mexico for three weeks with one of the Medical Spanish-immersion groups; acted as liaison, reported any concerns or problems to employer.

Designed and presented a presentation on the Medical Spanish Immersion program to Guadalajara, Mexico. ESL Classroom Assistant, English Language Institute, CSUS. Sacramento, CA. 08/2010- 12/2011

Assisted instructor during in-class activities in integrated-skills, theme-based EAP courses, such as beginning, low, and high- intermediate Listening & Speaking classes, and an advanced Academic Presentation course.

Facilitated classroom and group discussions in Listening and Speaking classes, and tutored students individually.

Helped coordinate social and professional events on-campus to integrate international students into American culture.

Researched, created, and presented a PowerPoint to international students that addressed academic expectations and culture at CSU Sacramento and off-campus. Presented November 2010. PROFESSIONAL SERVICE

Volunteer, TEDxUIdaho, University of Idaho, Moscow, ID 04/2016 Co-Founder, Active Body & Conversation (ABC) Group, IIE, LCSC, Lewiston, ID 01/2016 – 06/2016 Faculty Social Chair, IIE, LCSC, Lewiston, ID 08/2015 – 06/2016 MA TESL President, Graduate Student Association for Applied Linguistics (GSAAL), NAU, Flagstaff, AZ 08/2013 – 05/2014 Social Chair & Conference Organizer, Graduate English Organization, NAU, Flagstaff, AZ 08/2013 – 05/2014 Student Representative, Election Complaint Committee, Associated Students Inc., CSUS, Sacramento, CA 04/2012 – 06/2012 Volunteer Coordinator, Northern Regional CATESOL Conference, University of California, Davis, CA 09/2011 – 11/2011 Historian, Sigma Tau Delta, Lambda Omega Chapter, CSUS, Sacramento, CA 05/2011 – 05/2012 Student Representative, Student Activities and Outreach Committee, CSUS Engl. Dept, Sacramento, CA 08/2010 – 05/2011 Sophomore Representative, Honors Committee, CSUS Honors Program, CSUS, Sacramento, CA 08/2008 – 05/2009 Staff Writer, State Hornet Newspaper, CSUS, Sacramento, CA 08/2007 – 12/2007

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