Kate Ferraro Executive Assistant

T

Customer Service Advocate

TTEC CX Solutions

Aug 2024 - Feb 2026 (1 year 7 months)

• Handled high-volume inbound calls (60-100+ per day) as the primary customer advocate, actively listening to inquiries, concerns and complaints while representing customer needs to ensure fair and timely resolutions. • Provided empathetic, professional first-contact support across phone, chat and email channels, achieving consistent customer satisfaction (CSAT) scores of 92-95% and first-call resolution rates above 85%. • Acted as the voice of the customer by investigating issues, escalating complex cases to appropriate departments, and following through to confirm satisfactory outcomes, reducing repeat contacts by 60%. • Resolved billing disputes, service complaints, policy inquiries and product-related issues while adhering to company gu

S

AI training

SHAIP Vendors

Apr 2024 - Current (2 years 5 months)

• Delivered targeted English and Spanish voice training sessions to enhance AI speech recognition and synthesis capabilities. • Managed the collection and organization of diverse photo datasets used to train and improve AI computer vision models.

Administrative Assistant/Industrial Paramedic

Ternium

Jun 2020 - Sep 2022 (2 years 4 months)

• Managed and processed temporary medical disability forms (IMSS) and implemented a patient follow-up system for chronic conditions (asthma, DM2, cancer, hypertension), ensuring continuity of care. • Supported general administrative operations and special projects, contributing to consistently positive outcomes during bi-annual internal and external audits. • Designed and implemented an efficient inventory control system for medical supplies and equipment, improving tracking accuracy and reducing stock discrepancies. • Performed triage, medical assessments, and patient care including vital signs monitoring, COVID testing, and follow-up contributing to the achievement of a 95% of patient satisfaction. • Organized, registered, and tracked fol

C

English Teacher

COLEGIO INTERCANADIENSE

Aug 2016 - Current (10 years 1 month)

• Preparation of students for international certification exams (CEFR KET, PET, FIRST, and CAE) attaining a 95% successful certification of students, with 50%+ certifying with Merit or Distinction. • Development and customization of engaging online and on site, lesson plans, interactive activities, and materials aligned with CEFR levels (A2-C1) to address individualized learning objectives and needs for the different students' levels. • Fostered an inclusive, supportive classroom environment, providing online and on-site quality classes to students. • Collaborate with fellow teachers, academic coordinator, and school leaders, to review and refine curriculum, share best practices, and contribute to continuous professional development session

Instructor/Paramedic

Cruz Roja Mexicana

Apr 2013 - Dec 2019 (6 years 9 months)

• Designed and delivered training classes on anatomy, trauma management, CPR, etc. to first responders, equipping them with essential life-saving skills. • Coordinated and supervised hands-on training sessions, ensuring all participants acquired confidence and proficiency in real-world scenarios. • Served as EMT providing prehospital care and safe patient transport, consistently upholding high standards of medical service.

B

Manager

BODEGA DEL AHORRO

Jan 2008 - Apr 2013 (5 years 4 months)

• Established a comprehensive management system to oversee daily operations, improving efficiency. • Drove a sustained yearly increase in sales of 50% through the implementation of strategic marketing, competitive pricing and enhanced customer service strategies. • Reduced perishable waste by 80% through the introduction of appropriate management and recycling • Reduced human resources rotation in 90%. • Directed strategic planning of yearly, monthly and weekly business objectives. • Oversaw financial operations including account management, budgeting and sales forecasting to ensure financial stability. • Negotiated supplier contracts and purchase agreements to secure favorable pricing and credit terms.

Kate Ferraro

About

Detail

Timeline

Résumé