LORENA LOURDES SOLÍS BARRERA
Bachelor In Arts
San Salvador
Work Preference
Summary
I am seeking a professional position in a reputable organization that will utilize my experience as a customer service representative, along with my certification as an English teacher.
Overview
30
30
years of professional experience
Work History
Technical Support
Ubiquity
01.2024 - 02.2026
- I am currently working at Ubiquity, providing technical support for GoDaddy Payments. My role involves assisting merchants with the smart terminal and helping them troubleshoot basic issues related to their websites and the GoDaddy app. I also provide information about payouts, chargebacks, and deposit issues, among other topics.
- Provided technical support to end-users, addressing issues promptly and ensuring customer satisfaction.
- Provided technical support to engineers on variety of engineering tasks.
- Increased customer satisfaction by providing exceptional product knowledge and technical support to clients.
- Facilitated seamless implementation of new security tools by providing technical support during deployment.
Customer Service
The Office Gurus
11.2022 - 11.2023
- I worked at The Office Gurus in customer service, sales, and retention for Triangle Energy. Unfortunately, remote work was not available, so I needed to look for new opportunities.
- Enhanced branch operations by streamlining customer service processes.
- Developed knowledge base for customer service reps, reducing resolution time.
- Worked with customer service to handle escalated customer issues.
- Delivered superior customer service by addressing passenger inquiries promptly and courteously.
Teacher
CENIUES at Universidad Nacional de El Salvador
02.1996 - 03.2022
- I have been a teacher at CENIUES at Universidad Nacional de El Salvador since 2006, where I have taught classes to children, teenagers, and adults. I have a passion for teaching and have experience as an ESL instructor for students ranging from ages 7 to over 50 years old. Since the pandemic, I have transitioned to teaching online.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
Customer Service Specialist
SKYES
01.2009 - 01.2016
- From 2009 to 2016 I worked as a customer service specialist, in capital one bank, I learned information about credit cards and how to interact well the customer satisfaction, the system I used was profit and it was easy but everything was centered on customer, unfortunately the account left the country and I was pregnant I finish all the process to move and when my baby daughter was born I took the time off to take care of her.
- 2019-2021 I returned to work with MetLife, where I managed insurance accounts for vehicles, boats, motorcycles, recreational vehicles, and homes. In this role, I effectively utilized systems such as Metcare, Legacy, TREXO, ARS, and EMAIL to streamline operations. I also provided customer service in both English and Spanish, ensuring clear communication with clients. I left my position due to family responsibilities and am now looking for new opportunities to apply my skills.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Teacher
ITCA Instituto tecnológico Centro Americano
01.2006 - 01.2009
- I taught classes to teenagers and young adults aged 17 to 25, focusing on various technical studies. I provided instruction in Technical English across several fields, including Gastronomy, Architecture, Civil Engineering, Mechatronics, and Networks and Systems.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
Customer Service Agent
TACA international Airlines
01.1999 - 01.2005
- I worked as a customer service agent, where I checked in passengers and reviewed legal documents in accordance with each country's migration rules. I verified passports and visas as required, managed ticket-related inquiries, handled luggage checkouts, and filed claims when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
Bachelor in arts -
Universidad Tecnológica de El Salvador
Bachller Academico Opcion Humanidades - Central de Señoritas
Instituto General Francisco Morazán
San Salvador, El Salvador 05.2001 -
Skills
Proficient in technical skills
Proficient in Windows operating systems
Operating photocopying equipment
General Information
- Place of birth: San Salvador
- Date of birth: February 26th 1976
- Marital Status: Single
Customer Service Skills
- Interact with customers in an efficient and friendly manner.
- Work well with others, even under high pressure.
- Analyze, identify, and solve customer problems.
- Maintain a calm demeanor and facilitate solutions for challenging customers.
Customer Service Training
- Conflict Management Dangerous goods
- Effective Listening Airport safety
- Quality of world service Customer delight
- Boltons I, II, AND III. Meaningful activities for teaching TOEFL.
- Active and Reflective Learning. The five qualities of successful conversation.
- Activities for Motivating Teenagers. Teaching techniques in classroom.
- Teaching Strategies. Methodology of the English Language.
Timeline
Technical Support
Ubiquity
01.2024 - 02.2026
Customer Service
The Office Gurus
11.2022 - 11.2023
Customer Service Specialist
SKYES
01.2009 - 01.2016
Teacher
ITCA Instituto tecnológico Centro Americano
01.2006 - 01.2009
Bachller Academico Opcion Humanidades - Central de Señoritas
Instituto General Francisco Morazán
05.2001 -
Customer Service Agent
TACA international Airlines
01.1999 - 01.2005
Teacher
CENIUES at Universidad Nacional de El Salvador
02.1996 - 03.2022
Bachelor in arts -
Universidad Tecnológica de El Salvador