Glorimar Morales Mangual
Summary
With a strong aptitude for learning, teamwork, and leadership, I possess excellent communication skills and approach my work with dedication, perseverance, and responsibility. As a Customer Service Representative, I offer high quality skills in oral and written communication, active listening, and analytical problem-solving. By employing service-oriented behaviors and understanding customer desires, I enhance customer experiences and provide customized solutions in accordance with management guidelines and timeframe specifications.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Representative-ACS
Internal Revenue Service
01.2024 - Current
- Months worked: January-present
- Hours worked:40 hours and plus
- GS-0962-6 Step1
- Managed high volume of inbound calls, adapting communication style based on individual cultural backgrounds, ensuring clear understanding from both parties.
- Asserted the nature of the concern presented by the costumer and resolve the situation withing Manual Specifications.
Tutoring Teacher
Vanguard Asset Management Group
01.2022 - 01.2023
- Months worked: May- September
- Hours worked:8 per week
- Developed strong relationships with parents, colleagues and students by creating open communication methods and maintaining a supportive learning environment.
- Mentored new teachers, sharing and modeling best practices and providing guidance to help them adapt to their new roles successfully.
- Designed and implemented strategies to meet diverse learning needs, enhancing educational outcome, critical thinking and problem solving skills.
Special needs student assistant
Standard Individualized Education Institute
01.2018 - 01.2021
- Months worked: August- May
- Hours worked:40 weekly
- Maintained accurate records of student progress and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Assessed student performance regularly using both formative and summative assessments to improve their learning experience.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
Call Center Representative
Gaither International
01.2015 - 01.2018
- Months worked: All year
- Hours worked:30 per week
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high call volumes and customers, while providing exceptional customer service.
Education
Master's Degree - Educational Neuroscience
Interamerican University Metropolitan Campus
01.2021
BA - Psychology and Mental Health, Vocational Rehabilitation Emphasis
University of Puerto Rico, Ponce Campus
01.2018
High School Diploma - undefined
Colegio Lourdes
01.2014
Skills
- Goal oriented
- Assertiveness
- Social perceptiveness
- Cross-cultural sensitivity
- Problem-solving skills
- Quality assurance
- Documentation and reporting
Certification
- ADA Certification
- Not Violent Intervention Certification
- Against Institutional Abuse Certification
- School Behavior Inventory Certification
- IRS IMF and BMF trained
Timeline
Contact Representative-ACS
Internal Revenue Service
01.2024 - Current
Tutoring Teacher
Vanguard Asset Management Group
01.2022 - 01.2023
Special needs student assistant
Standard Individualized Education Institute
01.2018 - 01.2021
Call Center Representative
Gaither International
01.2015 - 01.2018
BA - Psychology and Mental Health, Vocational Rehabilitation Emphasis
University of Puerto Rico, Ponce Campus
High School Diploma - undefined
Colegio Lourdes
Master's Degree - Educational Neuroscience
Interamerican University Metropolitan Campus
Similar Profiles
Gabriel BrumageGabriel Brumage
Physical Security Specialist at Internal Revenue ServicePhysical Security Specialist at Internal Revenue Service
LaChandra DanielsLaChandra Daniels
Contact Rep Collection SBSE Grade:6 Series 0962 at Internal Revenue Service, IRSContact Rep Collection SBSE Grade:6 Series 0962 at Internal Revenue Service, IRS
Thamar HayesThamar Hayes
ADMINISTRATIVE ASSISTANT at Internal Revenue ServiceADMINISTRATIVE ASSISTANT at Internal Revenue Service