Erick Aviles
English Teacher, Customer Service Agent, Experience In International Tourism Packages, Intake Specialist, Physical Therapy Scheduler, Appointment Setter
San Salvador
Summary
After completing high school diploma in 2009, got enrolled in a local academy to study English, completing fifteen levels. A teacher recognized my teaching potential and patience. From 2013 to 2018, I pursued a Bachelor's degree in English Teaching As A Second Language with a focus on teaching at the University of El Salvador. I also taught free English courses and assisted struggling students. In 2017, I worked in a call center, enhancing my English skills while developing competencies in empathy, time management, and attention to detail.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Appointment Setter
Vision Group BPO
8 2024 - Current
- Make outgoing calls to potential clients to offer them the opportunity to participate in a free program that provides exclusive benefits.
- Generate interest, explain the program's benefits, and coordinate appointments between clients and the sales team.
- Handle objections in real time and attempt to do retentions on potential clients who initially decline, highlighting the advantages of the program to maximize conversion.
Patient Care Coordinator and Intake Specialist
Cognizant
2021.06 - 2024.05
- Scheduled physical therapy appointments for workers who had suffered workplace accidents (Workers' Compensation).
- Ensured that important documents were processed correctly to avoid delays.
- Made sure that each patient's orders and medical histories were up to date.
- Called patients and sometimes interpret over the phone to schedule their physical therapy appointments for Spanish speakers.
- Started files from scratch and carry out intake processes.
- Updated the client (adjusters, case managers, physicians' clinics, and patient attorneys) about the follow-up of each patient through outbound calls and emails.
Customer Service Representative
SYKES
2017.09 - 2020.10
- Booked, changed, and canceled flight, hotel, car, and activity reservations through incoming phone calls and real-time chat.
- Provided reservation details, ensuring that clients were clear about certain aspects, such as seat selection on their flights, the number and weight of their luggage, and hotel check-in and checkout times.
- During most of my tenure in the company, I was part of a department dedicated to handling airline schedule changes. I had to offer, persuade, and empathize with clients, as it is a sensitive matter when their plans have to change without their approval.
- Experience using GDS systems like Sabre and Amadeus, as they were part of my daily tasks.
English Teacher
Universidad de El Salvador
2014.02 - 2019.12
- Taught free English language courses designed for students of different proficiency levels.
- Focused courses on developing communicative skills, grammar, vocabulary, and listening comprehension using interactive methodologies and a variety of teaching resources.
- Promoted a dynamic and motivating learning environment, adapting content to the needs and goals of the participants, and encouraging their confidence and fluency in using English.
English Teacher
Consejo Nacional de Ciencia y Tecnología
2017.02 - 2017.07
- Taught English as part of my community service hours to professionals from the Consejo Nacional de Ciencia y Tecnología (CONACYT).
- Focused on developing communicative skills applied to the scientific and technological fields, using interactive methodologies and tailored materials to improve their fluency and effectiveness in professional contexts.
Volunteer
Task Force North Star
2015.05 - 2015.05
- Provided interpretation services between doctors and patients during a community medical outreach.
- Facilitated clear and accurate communication in consultations, diagnoses, and treatments, ensuring that patients understood the medical instructions.
- Played a key role in the interaction between the medical team and the patients, ensuring quality care and eliminating language barriers throughout the event.
Education
43rd International MEXTESOL Convention for English Teachers: "Dynamic Teaching: New Trends in ELT" -
Asociación Mexicana de Maestros de Inglés, MEXTESOL, A.C.
2016.10 - 2016.10
Lesson Planning and Curriculum Design - undefined
U.S Embassy and the University of El Salvador
2016.04 - 2016.05
Escalafón Docente - Level 2 - undefined
Ministry of Education, Science and Technology
2021.04 -
TOEFL ITP -
Centro Cultural Salvadoreño Americano
2021.02 - 2023.02
Bachelor in English Teaching As A Second Language - Teaching English As A Second Language (ESL)
Universidad De El Salvador
2013.01 - 2018.01
Skills
Customer Service
Empathy and patience
Attention to Detail
Friendly, Positive Attitude
Teamwork and Collaboration
Problem-Solving
Multitasking
Time Management and Punctuality
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Patient Care Coordinator and Intake Specialist
Cognizant
2021.06 - 2024.05
Escalafón Docente - Level 2 - undefined
Ministry of Education, Science and Technology
2021.04 -
TOEFL ITP -
Centro Cultural Salvadoreño Americano
2021.02 - 2023.02
Customer Service Representative
SYKES
2017.09 - 2020.10
English Teacher
Consejo Nacional de Ciencia y Tecnología
2017.02 - 2017.07
43rd International MEXTESOL Convention for English Teachers: "Dynamic Teaching: New Trends in ELT" -
Asociación Mexicana de Maestros de Inglés, MEXTESOL, A.C.
2016.10 - 2016.10
Lesson Planning and Curriculum Design - undefined
U.S Embassy and the University of El Salvador
2016.04 - 2016.05
Volunteer
Task Force North Star
2015.05 - 2015.05
English Teacher
Universidad de El Salvador
2014.02 - 2019.12
Bachelor in English Teaching As A Second Language - Teaching English As A Second Language (ESL)
Universidad De El Salvador
2013.01 - 2018.01
Appointment Setter
Vision Group BPO
8 2024 - Current