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Work Background
Varsity Tutors, a Nerdy CompanySenior Technical Operations Specialist - Customer success
Aug. 2024 - Sep. 2024United States- Update Digital Inventory of Institutional Sessions and Courses
- Support Institutional and Course Schedule Changes
- Support the Lead to monitor task volumes and redirect staff to complete work.
- Serve as an escalation point for specific types of concerns.
- Support team members and other internal stakeholders with questions.
- Provide peer coaching under the supervision/direction of the team lead or manager.
Varsity Tutors, a Nerdy CompanyTechnical Operations Specialist - Customer success
Nov. 2023 - Aug. 2024United States• Support Districts and Tutor Onboarding,
• Update our Digital Inventory of Institutional Sessions and Courses
• Assign Tutors to Tutoring Sessions
• Support Institutional and Course Schedule Changes
Russell Tobin Account coordinator (Client success)
Jul. 2022 - Jun. 2023United States• Support recruiters in an administrative and operational capacity, ensuring a seamless process from client job order and candidate origination to potential candidate placement • Manage communication between clients and recruiters as it pertains to candidate submittals, interview scheduling, and ad hoc requests • Support recruiters in handling non-SME (subject matter expert) communication between various stakeholders
TransPerfectProject coordinator (E-Learning)
Apr. 2022 - Jul. 2022• Manage the entire life-cycle of multiple localization projects in a fast-paced environment
• Negotiate deadlines and rates with vendors
• Perform quality checks at various process stages to ensure quality and accuracy (proofreading, final eye…)
NotificationAccount strategist (Digital content & training)
Nov. 2020 - Mar. 2022Sydney, New South Wales, Australia / Remote• Develop content and maintain content on various customer websites and platforms across both owned and earned media.
• Work to deadlines across multiple time zones and coordinate with team members in varying time zones.
• Provide training to clients and colleagues on platform use and content frameworks
• Management, conception, and posting of targeted content for the company's website, social media, and communications
• Support in developing communications
CreditasLearning and development analyst
Oct. 2019 - Oct. 2020São Paulo Area, Brazil• Create clear policies as well as employee handbooks for explaining company operations.
• Craft and send comprehensive emails to new hires with information about the organization and position.
• Prepare onboarding kits.
• Understanding our client's business goals and significant problem areas, identifying opportunities for optimization and growth
Prompt Coaching and LanguagesTrainer
Oct. 2017 - Sep. 2019São Paulo, Brazil• Instructing clients in English and focusing on business skills, such as; customer service, sales, soft skills, marketing, and business administration.
• Business English training for corporate clients.
• Customization of training courses to meet client requirements.
• Instruction of clients in various areas such as; soft skills, customer service, and sales.
• Updating and revising course content and material.
Enjoy IdiomasEnglish Teacher
Mar. 2015 - Oct. 2017Ribeirão Preto, Brazil• Developed English lesson plans in line with the curriculum.
• Delivered engaging, coherent, and motivating lessons to students across Upper Intermediate, and Advanced levels.
• Evaluated and graded; tests, essays, reports, and other assignments.
Syriatel Mobile TelecomTraining and Development Specialist
Aug. 2014 - Feb. 2015Damascus, Syria• Providing customer service and sales training to new hires at Syriatel, The biggest telecommunications company in Syria.
• Conducting training for approximately 200 staff members in multiple locations across the country. • Responsible for preparing training documentation along with reporting on training results and metrics.
Syriatel Mobile TelecomSenior Customer Service & Sales Representative
Jan. 2008 - Jul. 2014Damascus, Syria• Acting as the first point of contact for Syriatel customers and ensuring exceptional, timely customer service with first-contact resolution. • Identifying appropriate up-sell and cross-sell opportunities.
• handling customers' complaints • Monitoring the daily cash flow of the services and sales
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