Ana Luz Vera Mariche
Tijuana México
Summary
I am a leader with extensive experience in customer care and possess advanced native-level English skills, both written and spoken. My outgoing, friendly, and people-oriented personality allows me to connect well with diverse groups and individuals. Additionally, I am highly organized and have strong communication skills, which enable me to support upper management efficiently. Quick learner with patience, very adapting.
Overview
13
13
years of professional experience
Work History
English as a Second Language Teacher
HopIngles
Tijuana
01.2025 - Current
- Adult students receive one-on-one conversational English to improve linguistics and pronunciation.
- Encouraged students to practice spoken English through reading out loud, shadowing, and discussions.
- Provided individualized instruction to help students develop their conversational and academic English skills.
- Enhanced abilities of students to perform well in job-related conversations and interviews.
Supervisor / Team Leader
Connempathy
Tijuana
02.2018 - 03.2024
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Directed and supervised a team of 16 chat agents in daily operations and procedures.
- Mentored and coached the team while tracking progress to prepare presentations for upper management
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Led daily team meetings to discuss progress, address issues, and plan future actions.
- Monitored team performance and ensured that Key Performance Indicators (KPIs) were consistently met.
Agent Support Specialist
Telvista
Tijuana
01.2012 - 11.2017
- Resolved software issues by troubleshooting hardware and software problems.
- Provided technical support to customers via telephone and email..
- Assisted with the installation of computer systems, networks, and applications.
- Provided guidance on best practices for using company products or services.
- Created user accounts, maintained security settings, and reset passwords as needed.
- Managed customer profiles, account information, billing records, and other data entry tasks.
- Maintaining complete confidentiality and accuracy.
Education
Some College (No Degree) - A+ Certification Fiber Optic Cert
Condie College / Bussiness Adminitration
San Jose, Ca05-2002
High School Diploma -
Fremont High
Sunnyvale, Ca06-1989
Skills
- Documentation and reporting
- Attention to detail
- Analytical thinking
- Verbal and written communication
- Excel, MSword, Microsoft Office, Goggle Meet, Zoom, Skype, MSTeams
- Confidentiality handling
- Coaching and mentoring
- Internet researcher
- Telephone etiquette
- Able to work as part of a team or unsupervised
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
English as a Second Language Teacher
HopIngles
01.2025 - Current
Supervisor / Team Leader
Connempathy
02.2018 - 03.2024
Agent Support Specialist
Telvista
01.2012 - 11.2017
Some College (No Degree) - A+ Certification Fiber Optic Cert
Condie College / Bussiness Adminitration
High School Diploma -
Fremont High
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