William Mustanich-Alfaro
Zaragoza,La Libertad
Summary
A passionate English as a Foreign Language and helping others to improve their Customer Service and Sales skills using the English Language. I love helping people and that is why I am drawn to EFL Teaching and Customer Service. I teach EFL classes both online and in person, I answer customer service calls for an answering service, and I help people improve their English skills to obtain better opportunities.
Patient and dedicated EFL teacher, skilled at developing and promoting interactive learning individually and within a group environment. Experienced working with children and adults from a wide array of cultural backgrounds to teach language skills. Positive educator patient with students, consistently dedicating extra time for one-on-one instruction to teach difficult lessons.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Easy Bee
02.2023 - Current
- Virtual receptionist duties.
- Documented customer's messages and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
VIVA Academy Trainer
VIVA Virtual Assistants
03.2022 - 01.2023
- Provided Virtual Assistant training to new hires.
- Taught the basics of being a Virtual Assistant in the insurance industry.
- Kept track of trainee's progress and reported any issues.
- Taught trainees the basics of using multiple different CRMs and other insurance related tools.
- Taught trainees the basics of insurance quoting.
VIVA Academy Director
VIVA Virtual Assistants
02.2021 - 03.2022
- I created the entire curriculum for the company's training program.
- I ensure new material was always being created.
- I met with other departments to ensure the the training programs met each department's specific needs.
- I gave all the trainings to the new hires and kept track of their progress.
- I ensured the new hires were indoctrinated in the VIVA culture and work ethic.
EFL Teacher /Project Creator and Manager
SPEAK English
10.2012 - 08.2020
- I was dispatched to teach at several call centers (Foundever-Formerly SYKES, Teleperformance, Telus, and Concentrix) to help the agents improve their English skills to meet the needs of the accounts.
- Taught a multitude of programs including INSAFORP, ACCEPT, Interchange, OCEANO's proprietary English program, just to name a few.
- Educated students in basics of English grammar and conversational speaking.
- Created and taught the ACCEPT (Advanced Call Center English Preparation Training) Program.
- Developed and taught EFL curriculum to improve students' listening and conversational abilities.
- Supervised and managed a team of 5 ACCEPT teachers ensuring both the teacher and their students were meeting their goals.
- Attended workshops to learn about student motivation and engaging learning activities.
- Improved instruction methods by using various assessment tools and strategies.
- Emphasized critical thinking through small group activities.
INSAFORP Teacher
SPEAK English, Ingels Corporativo, CAPUCOM, Jovenes Impresariales
10.2013 - Current
- Since 2013 I have taught the INSAFORP program for one academy or another.
- Worked cooperatively with other teachers, administrators to help students reach learning objectives.
- Kept students on-task with proactive English lessons and positive reinforcement strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Incorporated multiple types of teaching strategies into classroom.
- Helped students improve their English pronunciation, intonation, and fluency.
SYKES Academy English Trainer
SYKES (Now Foundever)
04.2010 - 10.2012
- I had the honor of teaching SYKES Academy on two0 occasions: The first time while being employed by SYKES, and the second time when I was sub-contracted by SPEAK English to SYKES Academy.
- Encouraged participation by maintaining a positive attitude and proactively engaging students/trainees in activities and lessons.
- Evaluated students'/trainee's abilities and grasp of the English language, keeping appropriate records and preparing progress reports.
- Initiated, facilitated and moderated classroom discussions for occupational preparation-level English students/trainees.
- Developed lesson plans and adapted curriculum to meet individual needs of students/trainees.
PROESA EFL Teacher
Escuela Americana
02.2014 - 11.2014
- I taught the PROESA Program
- Developed and taught EFL curriculum to improve students' conversational abilities.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Increased EFL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Administered language proficiency tests and awarded highest-scoring students.
EFL Teacher
One On One Academy (Formerly Y.E.S. Solutions)
10.2012 - Current
- I taught both online and in person EFL (English as a Foreign Language) classes.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course and student's learning objectives.
- Developed and taught EFL curriculum to improve students' conversational abilities.
- Designed call center programs emphasizing vocabulary, pronunciation, intonation, fluency, and reading & comprehension.
Customer Service Representative
SYKES(Currently Foundever), Teleperformace, Atento
07.2009 - 09.2020
- At SYKES I worked for the Guardian account answering health insurance coverage related calls.
- At Teleperformance I worked for the Credit Karma account answering credit check-up related emails.
- At Atento I worked for the InstaCart account answering customer service calls from the app users.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Representative
WHO Management
01.2018 - 01.2019
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
English Tutor (Volunteer)
UES San Salvador
08.2008 - 07.2009
- Improved students' written and verbal English skills through personalized learning projects.
- Mentored students in proper punctuation, spelling and sentence structure use.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
Painter
ADRA El Salvador San Salvador
01.2009 - 06.2009
- I painted the ADRA executive office building and interior offices.
- Painted surfaces using brushes and paint rollers.
- Prepared surfaces and surrounding areas for painting using sandpaper, tape, and other materials.
- Painted indoor areas such as hallways, bathrooms, and lobbies.
- Prepared trim, walls and ceilings for painting by cleaning, smoothing, and priming.
- Protected surfaces from damage and spills by using drop cloths prior to and during painting.
- Evaluated completed work for quality and adherence to standards and client requirements.
- Calculated amount of paint and other materials needed for each part of the project accurately.
Education
Associate of Arts - Business Management
IBM Institute
Berlin, Germany 01.2025
GED -
Oak Grove High School
California, US06.2000
Skills
- Excellent English language and fluency training skills
- Experience in customer service and support environments
- Over 13 years of teaching experience (both online and in-person)
- Honest, reliable, and productive
- 10 years of call center training experience
- Experience in training Virtual Assistants
- Virtual Assistant experience
- Excellent skills in helping students obtain the level of English necessary for call center employment
- Wrote curriculum for English classes and professionally documented student progress
- Guided students on how to conduct themselves during interviews and how to appropriately answer questions
- Worked independently to maintain a professional work facility
- The ability to train new employees in a professional and prompt manner
- Proficient with Microsoft 360 programs
- Proficient with Google Suite programs
- Expert with Zoom
- Proficient with Microsoft Teams
- Proficient with Filmora film editing software
- Proficient with Canva
- Proficient with most photo editing software
- Proficient on Social media sites such as Facebook and Instagram
- Proficient video and audio editing skills
Additional Information
- AWARDS AND CITATIONS: , Highest student graduation rate in department for 2010 and 2011 (98%). Highest hire rate for 2010 (96%) and 2011 (92%). Trainer of the month (10/2011). Award for Yearly Excellence (2011). Teacher of the Month (January & March 2013) 100% Hire rate in Call Center English Program Pilot Teacher of the Year 2013 (SPEAK) INSAFORP Certified since Oct. 2013 Accounting Principles Certificate of completion of course (IBMI)
Timeline
Customer Service Representative
Easy Bee
02.2023 - Current
VIVA Academy Trainer
VIVA Virtual Assistants
03.2022 - 01.2023
VIVA Academy Director
VIVA Virtual Assistants
02.2021 - 03.2022
Sales Representative
WHO Management
01.2018 - 01.2019
PROESA EFL Teacher
Escuela Americana
02.2014 - 11.2014
INSAFORP Teacher
SPEAK English, Ingels Corporativo, CAPUCOM, Jovenes Impresariales
10.2013 - Current
EFL Teacher
One On One Academy (Formerly Y.E.S. Solutions)
10.2012 - Current
EFL Teacher /Project Creator and Manager
SPEAK English
10.2012 - 08.2020
SYKES Academy English Trainer
SYKES (Now Foundever)
04.2010 - 10.2012
Customer Service Representative
SYKES(Currently Foundever), Teleperformace, Atento
07.2009 - 09.2020
Painter
ADRA El Salvador San Salvador
01.2009 - 06.2009
English Tutor (Volunteer)
UES San Salvador
08.2008 - 07.2009
Associate of Arts - Business Management
IBM Institute
GED -
Oak Grove High School