Angela Vera Torres

B.A. in Modern languages (Translation and Interpretation) with experience as a customer service agent for a digital platform that provides reservation services around the world, as well as a chat agent for a platform that provides Customer Service to car agencies in the US. I also have previous experience translating technical documents (oil industry), interpreting on tourism topics, and teaching English and French to students of a wide age range. I am detail oriented, a good active listener and very organized.

EMPLOYMENT HISTORY

SEGOSO – ACTIVENGAGE (2022 – 2023)

Customer Engagement Expert (Live Chat)

• Was responsible for answering consumers' online chat requests, providing customers with an outstanding customer experience. This also required me to have great navigation skills to look for information as quickly as possible on the dealership’s website and be able to type over 45 wpm.
• Had to work under a certain time frame in all chats since I had to respond to customers as soon as possible to keep them engaged in the conversation (most of the day, two different customers, from different dealerships at the same time)
• Obtained customers contact forms’ (phone number and/or email) to fill in a form with all of their requests and inquiries to send them over to the dealership.
• Had to memorize several requirements that dealerships had for different types of chats and situations.
• Tailored messages for very specific situations which made chatting with customers much easier and practical.

MAJOREL – BOOKING.COM (2022 – 2022)

Customer Service Specialist

• Mediated between guests and partners to help both parties to resolve easy to complex issues via phone. Cancellations, special requests, travel advice, complaints, etc.
• Replied to emails and chat messages from customers all over the world in Spanish and English to solve any questions or doubts about their reservations.
• Used different online IT tools and browsers so that I could provide accurate information and follow set processes.
• Ensured good customer service and a positive experience to the clients by showing empathy.
• Supported my teammates and colleagues with peer-to-peer learning and constructive feedback during every team meeting scheduled

CENTRO ESPECIALIZADO DE DESARROLLO DE HABILIDADES (2020 − 2021)

English Teacher

• Developed and implemented lesson plans to improve general English proficiency.
• Worked with the aid of online teaching platforms like Edmodo and Zoom.
• Improved students' grammar and conversation skills through role-play assignments and audiovisual resources.
• Adjusted teaching methods according to the needs of each student.
• Translated official school documents.

DIVISIÓN ACADÉMICA DE EDUCACIÓN Y ARTES UJAT (2018-2018)

Front Desk Assistant

• Provided information and guidance to people who arrived at reception.
• Answered calls from people seeking information or requesting paperwork
• Coordinated the schedules of meetings, events and assisted visitors.
• Assisted on calendar management, e-mail correspondence, formatting documents and meetings.
• Organized office supplies and paperwork.

PROGRAMA INSTITUCIONAL DE TUTORÍAS UJAT (2017-2017)

French and English Tutor

• Conducted student assessments to recognize what types of skills and learning styles would be most efficient for each student.
• Created study plans according to each student's needs.
• Organized and led English literature and discussion clubs.
• Prepared weekly and monthly reports of the activities carried out, as well as the progress of the students.

EDUCATION

UNIVERSIDAD JUÁREZ AUTÓNOMA DE TABASCO (2013 − 2019)

• B.A. in Modern languages (Translation and Interpretation)

ORGANIZACIÓN MEXICANA DE TRADUCTORES OMT (2016)

• Atended the XX Congreso Internacional de Traducción e Interpretación San Jerónimo

INSTITUTO DE PSICOTERAPIA HUMANISTA SELF (2016)

• Attended the X Congreso Nacional en Psicología creatividad y Educación

ADDITIONAL SKILLS

HARD SKILLS

• Typing / word processing (45+ wpm)
• Use of spreadsheets
• Email and calendar management
• Project management
• Languages (English, French)

SOFT SKILLS

• Critical thinking
• Detail oriented
• Active listener
• Organized
• Proactive
• Adaptable