Gina I. Cardenas

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5th GRADE DUAL LANGUAGE TEACHER

Round Rock ISD

Jan 2025 - May 2025 (5 months)

Teach a Dual-Language 5th grade elementary classroom in English and Spanish. Provide bilingual instruction in subjects including math, social studies and reading. Help manage a classroom with a history of behavioral issues. Help create and foster an environment conducive to learning and growth. Collaborate with other 5th grade teachers in reference to best-practices and pedagogical methods. Communicate with parents regarding student issues.

CUSTOMER SUPPORT SPECIALIST

DeepL

Nov 2023 - Oct 2024 (1 year)

As a Customer Support Specialist, I provided assistance to customers with inquiries about using the translation software and its various applications through effective email communication. I supported multi-lingual customers worldwide by leveraging the translation software to facilitate communication in multiple languages. Additionally, I contributed to the women's leadership group by generating ideas for a group mentorship model. I utilized Google Workspace for day-to-day functions, including document and spreadsheet creation, which streamlined our processes. Daily communication with internal and external team members was facilitated through Slack, ensuring efficient collaboration. Furthermore, I utilized Jira to report and document bugs t

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CREATIVE WRITING CLASS FACILITATOR

Jarrell Community Library

Jul 2022 - Dec 2022 (6 months)

Facilitate a creative writing class at Jarrell Community Library, providing writing tips and fostering collaboration among participants. Manage an online forum in Facebook to extend creative writing support beyond in-person meetings. Establish an informal and welcoming space for individuals to express their creativity through writing.

REMOTE TECHNICAL SUPPORT SPECIALIST

Hinge Health

Jun 2021 - Jun 2023 (2 years 1 month)

Help members understand how to use the app, wearable technology and mobile devices through phone and email interactions. Design and develop creative content to provide responses to unique customer needs, including Spanish speakers. Help train and mentor new team members. Develop and facilitate company-wide trainings and talks as the leader of the Latinx ERG. Assist Product Team to revise Spanish language translations, ensuring USA-Spanish localization standards.

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VOLUNTEER VIRTUAL CLASS HOST/MODERATOR

Literacy Council of Tyler

Oct 2020 - Aug 2021 (11 months)

Help monitor student attendance during remote GED test prep classes. Help provide study tips and time management tools. Help the lead instructor manage classroom breakout rooms. Provide personal tutoring to ESL student. Develop a curriculum based on student's needs and strengths.

REMOTE CUSTOMER SUPPORT ADVOCATE

Typeform

Feb 2020 - Sep 2020 (8 months)

As a Remote Customer Support Advocate, I was responsible for responding to customer inquiries via email and chat across the U.S., Latin America, and Spain, providing technical support, education, and effective problem resolution. I assisted with billing team functions and helped translate information resources from English into Spanish. Additionally, I utilized Slack for day-to-day communication with both internal and external team members, ensuring seamless collaboration and information sharing. I also used Jira to document bugs for the engineering team, contributing to the overall improvement of our technical support processes and enhancing customer satisfaction.

REMOTE MULTILINGUAL CUSTOMER EXPERIENCE AGENT

Airbnb

Apr 2019 - Feb 2020 (11 months)

Description of Duties: Respond by email, chat and phone to clients and hotel partners in U.S. and International markets. Provide technical support, education and problem resolution. Help de-escalate issues before they become larger problems by providing first-contact resolution. Help supervise junior staff and handle escalations. Help Spanish language customers and hotel partners in the US, Spain and Latin America.

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Remote Multilingual Customer Experience Agent

Hotel Tonight

Oct 2016 - Apr 2019 (2 years 7 months)

As a Remote Multilingual Customer Experience Agent, I responded to clients and hotel partners via email, chat, and phone across U.S. and international markets, providing essential technical support, education, and problem resolution. I effectively de-escalated issues before they escalated into larger problems by ensuring first-contact resolution. Additionally, I coached junior staff and managed escalations, fostering a collaborative team environment. My role also involved assisting Spanish-speaking customers and hotel partners in the U.S., Spain, and Latin America. Furthermore, I recognized the importance of information technology in our operations, as HotelTonight was designed as a mobile app (iOS and Android) and website, which bridged th

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REMOTE CUSTOMER SERVICE REPRESENTATIVE

Uber, Inc.

Apr 2014 - Sep 2015 (1 year 6 months)

As a Remote Customer Service Representative, I provided bilingual assistance in both English and Spanish through email for riders and drivers encountering issues with the Uber transportation app. My responsibilities included translating a library of email responses into Spanish to ensure clear communication with our diverse user base. Additionally, I utilized Slack for team communication, enhancing collaboration and efficiency in addressing customer inquiries and resolving issues effectively.

REFERRAL SPECIALIST

Centene Corporation

Mar 2012 - Aug 2013 (1 year 6 months)

Description of Duties: Process authorization requests for public healthcare insurance–Medicaid and Medicare– in Texas in a fast-paced call center. Provide problem resolutions for complex health needs.

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