Thalia De Montserrat Forcada Heras

• Responded to weekly emails and other correspondence to facilitate communication and enhance business processes.
• Used software to coordinate meetings, appointments, and tasks senior executives.
• Documented and distributed meeting notes to identify, analyze, and improve workflows.
• Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
• Maintained customer satisfaction to 90-100% with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Analyzed transactions to build logical business intelligence model for real-time reporting needs.

• Maintained advanced knowledge of client products and services and tracked, documented and retrieved information in call tracking database.
• 'Managed over 200 customer calls per day obtaining between 40% and 60% of successful reservation.
• Obtained 4 diplomas for recognition of excellent customer service and client satisfaction.
• Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
• Clarified customer requirements, probed for understanding and used decision-support tools and resources to appropriately offer resolution to customer.

• Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
• Developed interesting lectures and educational activities to maximize learning within classroom.
• Teacher of fourth and fifth year of primary school in ESL.
• Trained to perform in Santillana's STELLA platform and with Richmond's English program of Skyrocket series.
• Achieved good results in acquiring vocabulary for Spelling Bee contests.
• Planned, prepared and delivered lessons on vocabulary, spelling and grammar to over 45 students daily

• Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation according to their ages.
• Implemented apt instructional and learning strategies, resulting in 55% increase of their ESL abilities for junior high students. And had 90% success rate in teaching reading-writing abilities for preschoolers.
• Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
• Used effective teaching techniques and learning strategies in translating lesson plans into productive student learning experiences
• From 2019-2021 Lead teacher of ESL in third grade of preschool.
• From 2021-2022 Intermediate level English teacher for junior high school, first and second grade.

• Used pre-written curriculum, and online gaming and interactive activities to teach students English via remote video conferencing.
• Gently corrected student pronunciation and grammar to improve conversation skills.
• Worked with students between ages six to adults on grammar, pronunciation and sentence construction.
• French lessons to beginners for 3 months.
• Worked with Cambridge books from FUN SKILLS series and it was successfully integrated with distance program.
• Maintained schedule of appointments and worked up to 12-16 hours each week

• Developed methods to teach independent study skills to help students excel academically.
• Applied in-depth understanding of course materials and tutoring tactics to help new students.
• Used different web platforms to give classes like Zoom, Microsoft Teams and Google Classroom for word processing, spreadsheets and database management.
• Leader in planning and structure of preparatory course for TKT (Teacher's Knowledge Test) and trained 10 English teachers from "First College" school in Toluca, State of Mexico fro 4 months.

• Kept over 90 students on-task with proactive behavior modification and positive reinforcement strategies.
• Adapted teaching methods and instructional materials to meet students' varying needs and interests.
• Provided instruction for students in core subject areas.
• At Lancaster Educational Center: In charge of Elementary third and fourth grade groups. Trained by National Geographic company, to be able to use its "Nat Geo Kids" line of work.
  From August 2018 to September 2018.
• At Ebenezer British School: English teacher for first year of Junior High, basic level and third and fourth grades in Elementary school; Managed material and methodology of AMCO method.
  From April 2018 to July 2018.

• Upheld classroom routines to support student environments and maintain consistent schedules.
• Supervised lunchroom and recess activities.
• Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
• Incorporated technology into learning to enhance student engagement and learning.
• In Varmond School: Received training for their unique school methodology and tools using apple technology such as iPad, with school self created learning data based "Knotion".

From September 2017 to March 2018.

• At Educational Center San Marcelino: English teacher for first, second and fourth grades; Managed material and methodology of AMCO (Advanced Methods Corporation) method.
  From April 2018 to July 2018.

• Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
• Taught English language to students of different ages and levels. From young children to elder people, from levels A-1 basic, to B-2 intermediate advance.
• Sourced optimal curricula and developed up to 30 lesson plans to fully cover target material for each course to provide "lively experience" that was promoted.
• Designed and developed 100% of instructional activities using data from student learning style assessments.

• Planned dynamic lessons to increase student comprehension of books and literary concepts.
• Led interesting and diverse group activities to engage students in course material.
• Attended department meetings to develop and update course curricula.
• Taught 15 lessons per week to over 60 students throughout kids, pre-teen and adult levels. Participating also in TOEFL test preparation with 10 students graduating successfully.