Marisol Gomes Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Littleton, Colorado, United States

-Responsible for overseeing customer service, front desk operations, and supervision of 5 student employees for the Financial Aid Department-Provided advice and counsel about available financial aid opportunities, eligibility requirements and the applicationprocess to students and parents; analyzes and evaluates financial aid eligibility for students-Responded to inquiries by researching and resolving problems related to transactions handled by the department; served as liaison with other departments in the resolution of day-to-day administrative or operational issues; provided crisis intervention referrals, as appropriate-Interpret, implement, and maintain up-to-date knowledge of Federal and State guidelines governing financial aid programs-Intakes, documents, processes, and audits student files for accuracy and completeness

Downtown Denver

- Built a comprehensive customer service front desk training program by recruiting and supervising 50 student employees across the 4 major departments under Roadways.- Coordinated all pre-employment and on-boarding logistics in collaboration with HR. - Analyzed the logistical and operational needs of the four Roadways front desks and established new processes and systems for each front desk. - Oversaw the management of Roadways Advising operations and was responsible for implementing centralized scheduling for 30 Academic Advisors across 5 different colleges at MSU Denver. - Served as the first point of contact for Academic Advising at MSU Denver as the Advising front desk and call center supervisor, and advised students on general program information in one-on-one and front desk settings.- Managed a student hourly budget of $60,000 and $250,000 of individual federal work-study funds. Successfully implemented cost saving measures to reduce the hourly budget by $26,000. - Designated SSC Guide university expert tasked with creating training materials and conducting small group and individual trainings across different departments on campus. - Planned and coordinated programming for training, team-building, and academic resources for Roadways Front Desk employees.

Centennial, Co

- Provided outstanding service in English and Spanish by handling all customer inquiries via phone/text/email in a timely and courteous manner.- Created and implemented department-wide standard operating procedure for Spanish/foreign language customer service practices.- Consistent top performer and team leader in efficiency, achieving an average lead conversion rate of 18% by using sales and assumptive language techniques.

Greater Denver Area

- Supervised a team of three English coaches and coordinated a hybrid English language leadership program for 50 Brazilian high school students, online via Facebook and Google Hangouts and in person in Parnaiba, Brazil.- Created and implemented all program training preparation for English coaches, including Introduction to Portuguese and Brazilian customs, Beginners English Leadership curriculum, and intercultural communication and mentoring techniques.- Coordinated daily program processes, managed logistical needs, and tracked coach and student reporting requirements to surpass program goals. -Oversaw the classroom curriculum by analyzing feedback from the Brazilian high school students, tailoring program themes to student interests, and maintain program learning objectives. -Yielded top student performance and attendance rates out of 25 different program location sites. -Developed and maintained relationships with key program stakeholders such as parents, school faculty and administration, and local government officials.

Denver, Co

- Maintained a welcoming atmosphere and provided exceptional bilingual customer service as office first point of contact.- Oversaw office administrative duties such as scanning and organizing files, managing office phones, monitoring schedules and calendars, and updating client information systems as needed.- Managed office call centers twice a month by efficiently screening and routing all phone calls to appropriate resources.-Updated the office's client caseload files by creating an online CRM database for the law firm.

Fort Collins, Colorado Area

- Coordinated bi-weekly special events and programs to enhance the university experience of 250 international freshmen students.- Live-in position responsible for maintaining an inclusive environment, providing campus resources, and resolving student conflicts within the learning community.- Helped to recruit and train new student staff of 10 Academic Mentors and 2 Interns.

Fort Collins, Co

- Provided academic assistance and resources to a group of 12 international and domestic students from the Global Village Learning Community.- Monitored and tracked students' academic progress.- Conducted three one-on-one mentoring sessions with individual students throughout each semester.- Yielded the second highest GPA in the community and the highest overall learning community GPA on campus.- Assisted Global Village Seminar faculty as a teacher's aide to reinforce the instruction taught in the classroom to students.

Fort Collins, Colorado Area

- Acted as a greeter for individuals in the campus student center.- Provided prompt and courteous customer service to guests and clients.- Enforced campus center policies.- Responsible for safety and security of the facility, furnishings, equipment, and guests while completing daily event setups.

Wetzlar, Germany

- Practiced intercultural skills to successfully communicate with tourists from all of Europe to ensure ultimate customer satisfaction.- Worked with other guides as a team to reflect the company's virtues of high-quality tourist attractions and customer service.