Amber Villalobos
Perris
Summary
Customer service professional with over 8 years of hands-on experience and progressive leadership roles in high-volume call center environments. Demonstrates a passion for creating exceptional customer experiences while effectively leading, training, and mentoring teams. Proven ability to manage escalations, improve customer satisfaction, and maintain service level standards.
Dedicated Paraprofessional with solid foundation in educational support and classroom management. Experience supporting students with special needs in maintaining safety, emotional regulation, and focus. Skilled in behavior management, de-escalation, and individualized support strategies to promote student success. Committed to creating a structured and supportive learning environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Paraprofessional
Zen Educate
08.2025 - Current
- Supported classroom activities by assisting teachers with lesson preparation and student engagement.
- Fostered positive relationships with students to enhance learning experiences and emotional well-being.
- Assisted in implementing individualized education plans, ensuring adherence to specific student needs.
- Collaborated with educators to adapt instructional materials for diverse learning styles and abilities.
- Monitored student progress, providing feedback to teachers on academic performance and behavioral issues.
- Developed resource materials that supported curriculum goals and enriched classroom activities for students.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Supported special education teachers in implementing accommodations and modifications for students with diverse learning needs.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Reported on student progress, behavior, and social skills to parents.
- Tailored lesson plans for students with emotional and cognitive disabilities.
- Enhanced classroom efficiency through organizing instructional materials, managing daily schedules, and preparing resources for lessons as needed.
- Promoted a respectful classroom culture by modeling appropriate behavior and reinforcing positive interactions among peers.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
Quality Assurance Director
Skyline Security
12.2023 - 10.2024
- Monitored and evaluated customer service calls for quality and compliance.
- Conducted feedback sessions with agents to discuss performance improvements.
- Scheduled retraining for underperforming agents and tracked progress.
- Led quality assurance initiatives to enhance product reliability and compliance with industry standards.
- Developed and implemented quality control processes to reduce error rates in production workflows.
- Collaborated with cross-functional teams to address quality issues and drive corrective actions effectively.
- Conducted regular audits and inspections to ensure adherence to quality protocols and regulatory requirements.
- Trained and mentored QA staff on best practices, fostering a culture of continuous improvement.
- Analyzed quality data to identify trends, propose solutions, and optimize operational efficiency.
- Coordinated root cause analysis efforts for non-conformances, implementing effective preventive measures.
Training Specialist & Team Lead
Skyline Security
02.2022 - 12.2023
- Led onboarding and department-specific training for 50+ employees.
- Used shadowing and role-play techniques to evaluate and coach trainees.
- Provided ongoing support and feedback to ensure successful integration.
- Mentored and coached team members, enhancing performance and morale.
- Handled escalations and supported the team with real-time guidance.
- Monitored call center metrics and ensured service level goals were met.
Customer Service Representative
Skyline Security
12.2016 - 02.2022
- Managed high-volume inbound/outbound calls, emails, and account inquiries.
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with team members to improve service delivery and customer satisfaction rates.
- Trained new staff on company policies, procedures, and customer service best practices.
- Developed training materials that enhanced operational efficiency and service quality.
- Analyzed customer feedback to identify areas for process improvements and service enhancements.
- Led initiatives to streamline workflows, reducing response times for customer inquiries.
- Mentored junior representatives, fostering professional growth and improving team performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Performed credit checks, updated customer data, and resolved complex issues.
- Supported cross-department collaboration and trained new team members.
Program Leader
Think Together
12.2016 - 06.2018
- Led educational and recreational activities for elementary school students.
- Collaborated with parents and teachers to address student needs and enhance support services.
- Evaluated program effectiveness through participant feedback and adjusted activities accordingly.
- Created fun, age-appropriate activities for school-age children.
- Monitored student safety while conducting indoor or outdoor activities.
- Assisted students with homework completion, providing individualized support and guidance as needed.
- Managed behavioral issues and used positive behavior strategies for groups of up to [20] students.
- Developed strong relationships with parents, keeping them informed of their child's progress and involvement in the program.
- Maintained classroom discipline and safety standards.
- Assisted in lesson planning and volunteer coordination.
- Developed and implemented program strategies to enhance student engagement and learning outcomes.
- Led training sessions for staff, fostering professional development and improving instructional techniques.
- Promoted a positive work environment by cultivating open communication channels within the team and addressing concerns promptly.
- Coordinated schedules and organized transportation for after-school program attendees.
Education
Long Beach City College
Long Beach, CA01.2018
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Mayfair High School
Lakewood, CA01.2016
Skills
- Customer Experience Management
- Team Leadership & Staff Development
- Escalation & Conflict Resolution
- Coaching & Quality Assurance
- CRM & Call Center Tools
- KPI Monitoring & Goal Setting
- Training Program Execution
- Process Improvement
- Behavior management
- Effective communication
- Special education support
- IEP compliance
Certification
- First Aid/CPR Certified
Timeline
Paraprofessional
Zen Educate
08.2025 - Current
Quality Assurance Director
Skyline Security
12.2023 - 10.2024
Training Specialist & Team Lead
Skyline Security
02.2022 - 12.2023
Customer Service Representative
Skyline Security
12.2016 - 02.2022
Program Leader
Think Together
12.2016 - 06.2018
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Mayfair High School
Long Beach City College