MERCEDES RODRIGUEZ
Windsor,ON
Summary
Passionate worker and early childhood educator with 10 years of experience in the non-profit sector. Advocate for Indigenous rights and racial equality. Proven track record of organizing successful events and fundraisers; experienced in grant writing.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Concentrix
Windsor, ON
06.2022 - Current
- Developed scripts for common inquiries, enhancing consistency and efficiency in customer communication.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Educator
Brilliant Minds School
Santo Domingo
09.2021 - 12.2021
- Reinforce lessons by reviewing material with students one-on-one or in small groups
- Follow school and class rules to teach students proper behavior
- Help teachers with recordkeeping, such as taking attendance and calculating grades
- Get equipment or materials ready to help teachers prepare for lessons
- Supervise students outside of the classroom, such as between classes, during lunch and recess, and on field trips
Call Centre Trainer
CallMax Solutions
Santo Domingo
02.2021 - 05.2021
- Develop digital and print educational material (e.g Videos and manuals)
- Organize classroom-style seminars about product features and sales techniques
- Conduct role-playing activities to develop interpersonal skills (e.g Negotiation, teamwork and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g Monthly or quarterly)
- Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g How to handle difficult client cases)
- Coordinate mentorship programs for new customer service representatives
- Assess the impact of each educational course on staff performance and client satisfaction
- Maintain updated records of training material.
EarlyON Indigenous Advocate
Ska:Na Family Learning
Windsor, ON
09.2018 - 06.2019
- Managed program budget, activity records, and participant files
- Developed quarterly program schedule, reflecting the needs, interests, and available resources for the community and ensuring that mandatory program components are met
- Evaluate program effectiveness and identify program enhancements
- Create and maintain community relationships and role model healthy lifestyle behaviors
- On-going program promotion within the community, specifically targeting Aboriginal children, youth, and families
- Scouted volunteers to assist with and support program activities
- Maintained accurate inventory of items in the department and place labels on products
- Used a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence and documents, and maintain presentations, spreadsheets, and databases
- Arranged appointments and meetings with staff in other departments and external contacts
- Secured sponsorships and financial support from large companies.
Health Kids Worker
Urban Aboriginal Healthy Living, Can-Am Indian Friendship Centre
Windsor, ON
01.2016 - 01.2018
- Plan, organize, supervise, assess and facilitate nutrition and nutritional education programs; provide access to healthy eating options for families
- Implemented recreational activities that incorporate traditional activities
- Increased children and youth activities through access to recreation facilities, education, and activity programs.
- Collaborated with community leaders, organizations and public agencies to promote programs within community.
- Delegated tasks to staff and volunteers during daily activities and organized events.
- Conducted research and engaged in collaborative grant development efforts to support program needs and innovations.
Registered Early Childhood Educator
Ska, Na Family Learning
Windsor, ON
09.2015 - 09.2016
- Plan and implement daily indoor and outdoor activities for children to exercise their cognitive skills, motor skills, and social interaction skills
- Wrote daily reports specific to each child and their development and communicated with parents regarding their child's needs and educational progress
- Develop and implement summer camp, winter break, and P.A
- Assisted with annual fundraisers and concerts
- Prepare healthy snacks for the classroom and assist with general hygienic routines.
Education
Associate of Applied Science - Early Childhood Care And Education
Seneca College
06.2008
Some College (No Degree) - Health And Society
York University
Toronto, ONSkills
- Report Creation
- Database Maintenance
- Conflict Resolution
- Document Preparation
- Verbal and Written Communication
- Team Collaboration
- Community Advocacy
Languages
Spanish
Native or Bilingual
References
References available upon request.
Timeline
Customer Service Representative
Concentrix
06.2022 - Current
Educator
Brilliant Minds School
09.2021 - 12.2021
Call Centre Trainer
CallMax Solutions
02.2021 - 05.2021
EarlyON Indigenous Advocate
Ska:Na Family Learning
09.2018 - 06.2019
Health Kids Worker
Urban Aboriginal Healthy Living, Can-Am Indian Friendship Centre
01.2016 - 01.2018
Registered Early Childhood Educator
Ska, Na Family Learning
09.2015 - 09.2016
Associate of Applied Science - Early Childhood Care And Education
Seneca College
Some College (No Degree) - Health And Society
York University