JAIRO VILLICANA
Guadalajara
Summary
Dynamic bilingual professional with extensive experience in educational and technical support roles. Proven ability to enhance user satisfaction and streamline processes through effective classroom instruction and customer support. Expertise in educational technology and collaborative learning has consistently led to significant improvements in learning outcomes and user experience. Committed to leveraging skills to drive further advancements in education and technology integration.
Overview
23
23
years of professional experience
Work History
Helpdesk Senior Associate
NTT Data Services
Guadalajara
06.2022 - Current
- Offered technical support for hardware including computers, printers, and mobile devices.
- Streamlined process for ticket generation and team assignment.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Managed work orders/tickets, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Maintained responsibility for all inquiries, concerns and complaints, resolving technical matters effectively and to satisfaction of users.
DIRECTOR/TEACHER
JAMBEE ENGLISH SCHOOL
01.2009 - 01.2021
- Developed tailored lesson plans for students of varying proficiency levels.
- Delivered English lessons to students from various educational levels such as middle school, high school, and university along with adult learners.
- Facilitated communication through professional interpreting.
- Oversaw the selection and implementation of appropriate instructional materials and resources in classrooms.
- Met with parents to discuss students' progress and review areas requiring improvement.
- Monitored student progress on an ongoing basis and provided feedback to parents regarding academic performance.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
TECH. SUPPORT BILINGUAL AGENT
T-MOBILE
04.2009 - 10.2009
- Provided bilingual support to customers facing technical problems with their mobile devices.
- Interpreted conversations between Spanish-speaking customers and English-speaking staff.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
IN-HOUSE INTERPRETER
01.2002 - 01.2005
- Interacted with international guests and assisted them with anything they needed in an interpreting capacity.
- Identified and resolved conflicts in translation or interpretation of words or concepts.
- Provided simultaneous translation services for conferences, meetings, seminars and interviews.
TECH. SUPPORT BILINGUAL AGENT
TELEPERFORMANCE
01.2021
- Facilitated communication between customers and in-home technicians.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Handled translation calls with open and clear communication skills to quickly get to root of each issue.
Education
ENGLISH LANGUAGE TEACHING -
UNIVERSIDAD DAVINCI
01.2021
Skills
- Bilingual Proficiency in English and Spanish
- Classroom Instruction
- Customer Support Proficiency
- Subject matter expertise
- Project-based learning
- Foreign language instruction
- Student engagement
- Teaching methodologies
- Assessment strategies
- Collaborative learning
- Educational technology
- Teacher mentoring
Languages
Spanish
First Language
English
Advanced (C1)
C1
Japanese
Beginner (A1)
A1
Timeline
Helpdesk Senior Associate
NTT Data Services
06.2022 - Current
TECH. SUPPORT BILINGUAL AGENT
TELEPERFORMANCE
01.2021
TECH. SUPPORT BILINGUAL AGENT
T-MOBILE
04.2009 - 10.2009
DIRECTOR/TEACHER
JAMBEE ENGLISH SCHOOL
01.2009 - 01.2021
IN-HOUSE INTERPRETER
01.2002 - 01.2005
ENGLISH LANGUAGE TEACHING -
UNIVERSIDAD DAVINCI
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