Customer Service Associate
Resume:
ALAIN CHIRINO TRUJILLO
CUSTOMER SERVICE ASSOCIATE 917-***-****
CONTACT
NYC Metro Area
**************@*****.***
LANGUAGES
English
Spanish
French
SKILLS
Immigration Law
IT Proficiency
Microsoft Office Suite
Critical Thinking and Problem
Solving
Customer Service Insights
Effective Time Management
Adaptability
Ability to Multitask
Active Listening
Linguistics
Conversational Design
Discourse Analysis
Record Keeping
Scheduling
Feedback Collection and Analysis
Participant Management
Communication Skills
Customer Service
Logistics Coordination
Time Management
Attention to Detail
PROFILE
Customer Service Associate with 7 years of experience excelling in diverse roles, from participant coordination to front desk management. Adept at optimizing operations, I coordinated over 25 study sessions annually and managed 150+ research participants, resulting in a 20% increase in retention. Skilled in handling client inquiries, scheduling appointments, and maintaining accurate records, ensuring smooth and organized interactions. My proficiency in IT, Microsoft Office Suite, and immigration law, combined with effective time management and critical thinking, enables me to deliver exceptional customer service insights and logistical coordination. With a BA in English as a Foreign Language Education and a Professional Certificate in Conversation Design, I bring strong communication skills and a keen eye for detail to drive customer satisfaction and operational efficiency.
EDUCATION
Bachelor of Arts (BA) in English as a Foreign Language Education, University of Pedagogical Sciences Enrique José Varona, Havana, Cuba September 2010 — June 2015
• Equivalent to an accredited U.S Bachelor’s degree
• Degree conferral and coursework verified by World Education Services (WES) Professional Certificate in Conversation Design, Conversational Design Institute June 2023 — August 2023
• Six week hands-on instruction on the design and development of conversational interfaces, chatbot personas and voice assistants
• User experience design, sample dialogue, flowcharts, usability testing, and content design
• Design rationale, technical requirements and constraints, use case development, and impact stories
EMPLOYMENT HISTORY
File Clerk at The Chidolue Law Firm, Atlanta, GA
August 2024 — Present
• Handle daily incoming mail, sorting and distributing it to the appropriate departments or individuals for timely processing.
• Organize and process both physical and digital documents, ensuring they are accurately uploaded and categorized in DropBox for easy retrieval.
• Schedule and facilitate in-office appointments for document pick-ups and fingerprint collection, ensuring smooth and organized interactions with clients.
• Address client inquiries over the phone regarding case status and document-related questions, providing accurate information and directing them to the correct resources.
• Ensure all client-related documents and records are properly organized and filed on a monthly basis, maintaining accurate and up-to-date records for easy access and retrieval.
Research Participant Coordinator at Montclair State University, Montclair, NJ July 2022 — May 2024
• Served as the primary contact for over 150 research participants, managing all communications, addressing inquiries, and resolving scheduling conflicts, resulting in a 20% increase in participant retention.
• Coordinated logistics for study sessions, including sending reminders and preparing participants, leading to a smoother and more efficient research process.
• Streamlined participant intake and exit procedures, ensuring clear communication and understanding of study expectations, contributing to a 25% improvement in overall participant satisfaction scores.
• Maintained and updated participant records, providing valuable insights to the department chair for optimizing future studies and improving participant management strategies.
• Developed a participant feedback system, which gathered responses from over 80% of participants and helped identify key areas for process improvement.
• Trained new research assistants in participant management protocols, reducing onboarding time by 30% and ensuring consistency in participant interactions.
• Led the scheduling and coordination of over 25 study sessions annually, optimizing resource allocation and minimizing scheduling conflicts.
• Created informational materials for participants, clarifying study objectives and expectations, which led to a 15% increase in participant engagement and preparedness.
Front Desk Associate at TCR The Club of Riverdale, New York, NY August 2021 — January 2022
• Hosted the club’s front desk – greeted clients, addressed grievances, and processed
(50+) memberships daily
• Answered the club’s main phone line – including rerouting callers and taking message for program leads
• Scheduled (30+) appointments daily for clients’ use of facilities, and guest tours using a central booking software
• Calculated daily revenue and reported financial data to the organization’s CEO and other key leaders
• Closed down operations daily ensuring a high degree of cleanliness and efficiency in preparation for next day service
Tour Guide at Old Cars Havana (OCH), Havana, Cuba
March 2018 — March 2020
• Led groups of English and French speaking clients on excursions across Havana, Varadero, and Viñ ales (weekly average of 5-8 groups of 15+ tourists each)
• Co-led large groups (25+) of English speaking tourists; teaming up to coordinate logistics, deliver historical context for places of interest, and provide best-in-class service
English Teacher at Landtes Academy, Havana, Cuba
November 2017 — December 2018
• Facilitated English as a second language (ESL) courses for adult learners (50+), primarily focused on cultivating speaking and listening skills
• Tutored (100+) elementary school students, assisting with reinforcing English lessons, test preparation, and homework help
Lead English Teacher at Fulgencio Oroz Gomez School Of Pedagogical Sciences, Havana, Cuba
September 2015 — July 2017
• Taught students an English-language curriculum that qualified them to become teachers at the kindergarten through second-grade levels – contributing to a 25% increase in Havana’s teaching workforce over a 2-year period
• Co-designed lesson plans for 200+ high school students specializing in English education; lesson plans focused on active learning with the goal of increasing student participation and test grades by at least 20%
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