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Work experience

Jul 2013Nov 2014

Training and Quality Assurance Specialist/Instructional Design Consultant


 July 2013 – November 2014

Livenation/Ticketmaster, Pharr, Texas.


  • Coordinate the hiring of Seasonal Trainers and Seasonal QAS personnel.
  • Certify new recruits in providing World Class Service.
  • Provide Sales and Customer Service training for new hires.
  • Utilize effective training techniques for effective learning.
  • Use ethical codes of conduct during training classes.
  • Enforce all HR policies and procedures.
  • Coordinate with department managers to arrange floor support for Phase II training.

Bilingual Customer Care Representative

Bilingual Customer Care Representative,, Edinburg, Texas. Provide bilingual customer service for Texas Eligibility Support Services/SNAP, Medicaid, and TANF. Assist clients by providing the status of their cases. Advise clients about Texas Health and Human Services programs. Help clients apply for benefits over-the-phone in English or Spanish. Follow established HIPAA and HHSC regulations.

Master Insurance Agent

North American Insurance Professionals
Bilingual Master Insurance Agent, McAllen, Texas. Managed an insurance agency focusing on superior customer service and sales over-the-phone, online, and in-person. Set and met sales goals for increased revenue. Trained new licensed agents on customer service excellence. Performed training sessions on the health insurance sales process. Built a team-environment that focused on helping each other succeed.

Administrative Assistant

American Wash & Wax
Administrative Assistant, Weslaco, Texas. Sold wash and wax packages to the target clientele. Managed the scheduling of appointments with clients. Created and managed a secure database for customer information. Designed and published promotional materials.

Bilingual Customer Care Representative

T-Mobile USA
Bilingual Customer Care Representative,, Mission, Texas. Provided world-class customer service in a call center environment. Resolved customer billing issues. Offered level 1 technical support for cell phone issues. Activated new accounts. Sold features and upgraded cell phone plans.


Bilingual Customer Service
Agent, RMH Teleservices, San Antonio, Texas. Provided excellent customer service for the client, United Parcel Service(UPS). Tracked domestic and international packages for customers worldwide. Set up pick-ups for domestic customers. Offered support to international shippers on customs requirements for international exports. INTERPERSONAL SKILLS Customer Service High-level problem solving Time management Conflict resolution and mediation Team player and team builder Organizational skills Ethical leadership Detail-oriented LANGUAGES Proficient in oral and written English Proficient in oral and written Spanish PROFESSIONAL ID: 1478026


Dec 2014

Bachelor's in Instructional Design and Technology with a Focus in Business and Organizational Change

Walden University

Design effective learning experiences and training programs:

  • Identify your organization’s learning needs and effectively use technology to address those needs.
  • Design courses across disciplines.
  • Apply academic theory and practical experience to design training programs.

Instructional Design and Technology Portfolio


Microsoft Excel
Adobe Captivate
Adobe Photoshop
Adobe LiveCycle Designer
Adobe Audition
Microsoft Powerpoint
Microsoft Word

Instructional Design and Technology


Sep 2007Dec 2015

General Lines Insurance Agent

Texas Department of Insurance
Life, Accident, Health, and HMO - License #1478026


I am a freelance Instructional Designer and
Curriculum Consultant with more than six years
experience creating training programs and
consulting for the insurance industry, Catholic
organizations, and Livenation Entertainment.

Working in a variety industries has helped craft my
versatility and experience. My strong ethical
compass and work ethic are driven by my love of
helping people, teams, and organizations excel.

When I'm not working, I enjoy family outings with
my husband and our two girls, reading books
related to my faith, and crafting.