Jeremy Day
ESL Online Teacher
Medellín
Summary
Native English speaker and American citizen currently residing in Medellín, Colombia, with bilingual communication skills and local plus U.S. phone numbers for easy contact across time zones. Empathetic and tech-savvy Customer Support Specialist with extensive experience supporting diverse international learners as an ESL Instructor. Skilled at troubleshooting technical issues, resolving user concerns via chat and messaging, and collaborating with cross-functional teams to improve user satisfaction. Comfortable working remotely with strong communication and problem-solving skills. Proven ability to guide users effectively and deliver solutions in fast-paced, dynamic environments. Fluent in English with conversational Spanish. Fully equipped with high-performance hardware and reliable internet connectivity.
Overview
15
15
years of professional experience
2006
2006
years of post-secondary education
Work History
English as a Second Language Instructor / Student Support
Various International Locations (Remote & In-person)
01.2015 - Current
- Delivered over 12,000 hours of tailored online and in-person lessons to students worldwide, adapting to diverse learning needs and cultural backgrounds.
- Acted as primary liaison between students and technical support, troubleshooting connection issues, platform navigation, and account problems in real time via messaging systems and during live classes.
- Provided empathetic, clear, and timely written support through chat and email, resolving student questions and ensuring positive learning experiences.
- Collected and relayed student feedback to platform teams to inform ongoing product improvements.
- Collaborated with fellow instructors and support teams to maintain a high standard of customer satisfaction in remote learning environments.
Quality Assurance Project Manager
Orin USA
09.2014 - 01.2015
- Managed quality assurance processes, ensuring adherence to company standards.
- Trained field personnel on proper procedures and documentation, improving project efficiency and accuracy.
Security Officer II
Arkansas Children’s Hospital
01.2010 - 01.2013
- Maintained safety and security in a busy hospital environment, demonstrating reliability and attention to detail.
- Effectively managed high-pressure situations involving distressed or agitated individuals, demonstrating strong conflict resolution and de-escalation skills while maintaining a safe and calm environment.
Technical Specialist (Back of House Specialist)
Apple Retail Store
01.2011 - 01.2012
- Answered customer service calls, addressing inquiries and troubleshooting device issues.
- Assisted customers in-store with device troubleshooting and warranty replacements.
- Provided technical guidance on Apple products to enhance customer satisfaction.
- Maintained inventory accuracy and collaborated with sales staff to meet customer needs.
Education
Bachelor of Arts - Communications: Film Making, Minor in Theatre
University of Central Arkansas
Conway, AR12.2006
Skills
- Live chat & email support
- Customer-focused communication
- Technical troubleshooting & guidance
- Cross-cultural communication & empathy
- Remote work & time management
- Problem identification & escalation
- Feedback collection & reporting
- Proficient with digital platforms and messaging systems
Technical Setup
Asus TUF Gaming A16, AMD Ryzen 7 7735HS, 16GB RAM, 512GB SSD, AMD Radeon RX 7700S GPU, Windows 11 Pro; includes webcam and high-refresh-rate display, available with comparable specifications to ensure uninterrupted work, 300 Mbps cable connection with Starlink backup, Dedicated quiet home office with reliable power and hardware
Timeline
English as a Second Language Instructor / Student Support
Various International Locations (Remote & In-person)
01.2015 - Current
Quality Assurance Project Manager
Orin USA
09.2014 - 01.2015
Technical Specialist (Back of House Specialist)
Apple Retail Store
01.2011 - 01.2012
Security Officer II
Arkansas Children’s Hospital
01.2010 - 01.2013
Bachelor of Arts - Communications: Film Making, Minor in Theatre
University of Central Arkansas
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