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Carlos
Customer Support & Education Professional with 4+ years of training, teaching, and coaching experience
Contacto
Competencias
Led and supervised teams in customer support and educational settings, fostering collaboration and high performance.
Provided targeted coaching to improve individual and team performance, increasing productivity and skill levels.
Created engaging, standards-based lesson plans tailored to diverse student needs in bilingual and international environments.
Effectively managed conflicts in team and classroom settings, promoting positive communication and solutions.
Proficient in Google Workspace for collaboration, communication, and instructional support across various roles.
Educacion
Resumen
Dedicated professional with over 4 years of expertise in training, coaching, and teaching, committed to enhancing skills and academic success through innovative programs and tailored instruction.
Logros Clave
- Designed and facilitated onboarding and ongoing training programs at Xfinity Comcast, significantly improving agent performance and soft skills.
- Developed tailored lesson plans for elementary and middle school students, enhancing engagement and learning outcomes.
- Implemented strategies aligned with US standards to boost students' academic writing, reading comprehension, and critical thinking skills.
Experiencia
Engagement Trainer | Supervisor | Customer Support Agent for Xfinity Comcast West Division
Designed and facilitated onboarding and ongoing training programs to improve agent performance, product knowledge, and soft skills., Delivered coaching and feedback sessions to support individual growth and ensure team alignment with KPIs and quality standards., Monitored daily operations and agent performance, analyzing key metrics such as CSAT, AHT, NPS, QA scores, and attendance., Developed training materials, knowledge base articles, and process documentation to support scalable learning and efficiency., Led team meetings, huddles, and one-on-ones to reinforce goals, address concerns, and maintain strong communication., Collaborated with cross-functional teams (QA, HR, Ops) to identify training needs and implement improvement initiatives., Provided hands-on support for escalated customer issues, ensuring timely resolution and a positive client experience., Created and maintained reports on team progress, training impact, and operational challenges for leadership.
Elementary School English Teacher
Created and implemented engaging lesson plans focused on early literacy, phonics, writing, and oral expression., Developed different techniques tailored to each student's level, strengths, and language development needs., Maintained updated records of student progress using informal assessments, checklists, and observation logs.
Middle School English Teacher
Elaborated lesson plans based on U.S. standards, targeting academic writing, reading comprehension, and critical thinking., Developed strategies to address students’ learning needs, reinforcing strengths and improving areas of opportunity., Facilitated class discussions to promote student engagement, debate, and confidence in using academic English.