Aleena Alvarado
Denver
Summary
Detail-oriented professional with extensive experience in customer relationship management and team training. Proven track record in resolving escalated inquiries and enhancing support processes through critical thinking and collaboration. Detail-oriented Senior Traveler Support Representative with a strong background in customer relationship management and technical support. Skilled in conflict resolution and team training, contributing to improved customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Emergency Response Specialist
Education First EF
Denver
05.2025 - Current
- Managed communication channels during emergencies to ensure timely information dissemination.
- Trained team members on emergency preparedness and response protocols.
- Participated in post-emergency reviews, providing insights for future improvements.
- Responded promptly to urgent requests from higher authorities during emergency operations.
Senior Traveler Support Representative
Education First EF
Denver
01.2024 - Current
- Documented customer interactions for future reference and analysis.
- Maintained up-to-date knowledge of company policies and procedures consistently.
- Facilitated training and onboarding sessions for new cohort representatives regularly.
- Resolved escalated customer complaints in a timely manner.
- Maintained detailed records of customer interactions in a CRM system.
- Provided technical support to customers via phone, email and chat.
- Performed product training sessions with customers as needed.
- Utilized various software programs such as Microsoft Office Suite and Salesforce for daily duties.
- Analyzed data to identify opportunities for improving support levels.
- Averaged 50 inbounds a day and answered escalated customer inquiries
Customer Service Representative
Education First EF
Austin
03.2022 - 01.2024
- Assisted customers with inquiries regarding educational programs and services.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Provided information on course offerings and enrollment procedures to prospective students.
- Collaborated with team members to improve customer service processes and workflows.
- Educated customers about company policies and procedures related to education services.
- Participated in training sessions to enhance product knowledge and service skills.
- Answered customer inquiries and provided accurate information regarding products and services.
Intern
Impact Africa
Johannesburg
01.2019 - 09.2019
- Assisted in community outreach programs to support local initiatives.
- Coordinated volunteer activities to engage participants in meaningful service.
- Conducted research on social issues affecting communities in Africa.
- Developed educational materials for workshops and training sessions.
- Collaborated with team members to organize fundraising events and campaigns.
Education
High School Diploma -
Austin High School
Austin, TX06-2018
Associate of Arts - General Studies
Austin Community College
Austin, TXSkills
- CRM software
- Emergency response
- Technical support
- Customer relationship management
- Critical thinking
- Escalation handling
- Dispute resolution
- Teamwork and collaboration
- Leading team meetings
- Staff training
- Policy development
- Employee development
Accomplishments
Presidents Club- Top seller, CSAT, inbounds for FY24
Affiliations
Mission Work Volunteer 2018-19 South Africa, Zambia Zimbabwe
Timeline
Emergency Response Specialist
Education First EF
05.2025 - Current
Senior Traveler Support Representative
Education First EF
01.2024 - Current
Customer Service Representative
Education First EF
03.2022 - 01.2024
Intern
Impact Africa
01.2019 - 09.2019
High School Diploma -
Austin High School
Associate of Arts - General Studies
Austin Community College