Customer Service Curriculum Development

CAROL CONSLA

Austin, Texas ***** 512-***-**** *******@***.*** linkedin.com/in/carol-consla/

SUMMARY

A dynamic and results-driven professional, with over 25 years of experience spanning education, corporate benefits administration, and customer service. Proven success in instructional design, ESL education, and employee engagement, with a strong record at Walmart Global Business Services enhancing benefits programs and associate satisfaction. Adept in curriculum development, eLearning platforms, and classroom management, with a passion for creating inclusive and engaging learning environments. Known for clear communication, policy alignment, and project coordination across diverse teams. Seeking to leverage this broad expertise to drive people development, learning innovation, and organizational growth in a forward-thinking environment. English as a Second Language (ESL) Curriculum Development Classroom Management Teaching Public Speaking Communication Mentoring Live Chat Operations eLearning Online Instruction EXPERIENCE

WALMART PEOPLE SERVICES, USA, Bentonville, Arkansas Resolution Coordinator III, Contact Center, 2022-2025 Specialist II / Global Business Services, 2021-2022

• Facilitated comprehensive benefits enrollment for associates, significantly enhancing their understanding and engagement with health, 401(k), and paid time off programs.

• Addressed and resolved complex benefits inquiries, providing detailed explanations on eligibility and coverage, thereby improving associate satisfaction and compliance.

• Spearheaded the implementation of benefit administration processes that ensured accurate and timely updates to associate records and benefits changes.

• Conducted informative training sessions and developed clear communication materials to keep associates well-informed about benefits updates and changes.

• Ensured strict adherence to company policies and federal regulations in benefits administration, keeping the organization compliant and up-to-date with legal standards.

AUSTIN COMMUNITY COLLEGE, Austin, Texas

Instructor, 1999-2025

• Designed and executed a diverse range of engaging ESL lessons, tailoring content to meet the needs of a multicultural student body and enhancing language acquisition.

• Assessed student progress through tailored evaluation methods, providing personalized feedback to support continuous improvement.

• Collaborated on curriculum development initiatives, introducing innovative teaching tools and methodologies that enriched the learning environment.

• Managed student registration and record maintenance through precise data entry and system updates.

• Provided real-time assistance via live chat, enhancing student access to necessary support services. AUSTIN INDEPENDENT SCHOOL DISTRICT, Austin, Texas

ESL Secondary School Teacher, 1997-2016

• Crafted and delivered history lessons that promoted critical thinking, enabling students to draw meaningful connections between historical events and contemporary issues.

• Fostered a classroom environment that encouraged the exploration of diverse historical perspectives, preparing students for informed participation in a global society.

• Developed and implemented comprehensive ESL curriculum that improved students’ language skills and academic performance.

• Engaged in special education programs, providing tailored support to students with diverse learning needs. Carol Consla, Page 2

ADDITIONAL EXPERIENCE

FIRST USA, Austin, Texas, Call Center Customer Service Representative, 1993-1999. Provided expert assistance with a range of banking services, including account management and online payment solutions, ensuring customer satisfaction and retention. Mastered the use of internal databases to efficiently handle customer queries and transactions, resulting in significantly reduced response times and errors.

EDUCATION

UNIVERSITY OF TEXAS AT AUSTIN, Austin, Texas

Bachelor of Arts in ESL History, 1992-1997

SKILLS

Teaching and Classroom Management, Curriculum Development, Proficient in Microsoft Office (Excel, Outlook) and Online Platforms, Excellent Written and Verbal Communication, Strong Mentoring and Public Speaking Abilities, Expert in Live Chat Operations and Online Instruction Techniques

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