Ismael Sambrano
Queen Creek
Summary
Dynamic educator and social media strategist with a proven track record at Mesa Public Schools and Isagenix International. Expert in fostering bilingualism and enhancing brand awareness through innovative content creation. Skilled in classroom management and digital engagement, demonstrating significant improvements in student engagement and online community growth.
Overview
16
16
years of professional experience
Work History
4th Grade DLI Teacher
Mesa Public Schools
Mesa
07.2023 - Current
- 4th-grade dual language teacher with a strong commitment to promoting bilingualism and biculturalism in the classroom
- Adept at creating inclusive and engaging lesson plans that cater to diverse learning needs, while fostering a positive and supportive environment
- Skilled in integrating language and content instruction to enhance student understanding and proficiency in both languages
- Developed and implemented a dynamic curriculum aligned with state standards
- Fostered a positive and inclusive classroom environment that promoted student engagement and learning
- Utilized differentiated instruction techniques to address diverse learning needs
- Collaborated with colleagues, parents, and administrators to support student success
- Integrated technology into lessons to enhance learning experiences
6th Grade Teacher
Mesa Public Schools
Mesa
07.2023 - 06.2024
- The classroom teacher will lead students toward the fulfillment of their potential by translating the district curriculum standards and objectives into meaningful learning experiences through classroom instruction and indirectly through special area assignments
- The teacher is responsible for maintaining a positive and appropriate educational environment and creating a program that meets the intellectual and emotional needs of all students
- Developed and implemented a dynamic curriculum aligned with state standards
- Fostered a positive and inclusive classroom environment that promoted student engagement and learning
- Utilized differentiated instruction techniques to address diverse learning needs
- Collaborated with colleagues, parents, and administrators to support student success
- Integrated technology into lessons to enhance learning experiences
School Community Liaison
Mesa Public Schools
Mesa
11.2022 - 06.2023
- The school community liaison designs and implements multiple strategies to build a strong, positive relationship between the school and the community it serves
- The liaison will generate and oversee engaging web and social media content, plan and facilitate student enrollment opportunities, identify needs and coordinate social and support services, and promote the unique programming and successes of their school
- The liaison will coordinate efforts with school administration and district teams to ensure success
- Proactively develop and maintain strong, strategic working relationships between the district and school, and community they serve
- Develop and maintain an active, engaging web and social media presence, including timely posting of pertinent information, sharing stories of interest, and promoting student and staff accomplishments to increase following and impact
- Drive student enrollment through research and analysis of enrollment trends and the development and implementation of strategic outreach and recovery efforts
- Facilitate student enrollment and retention by providing needed resources and support to new and returning families
- Publicize district employment opportunities to families and the community and provide needed information and influence to encourage qualified individuals to apply
- Identify school community needs and work with Community Partnerships to provide appropriate services and resources
- Represent the school and district at community and recruitment events
- Coordinate school support of community events
- Work closely with school leadership to identify unique opportunities to meet the position goals
- Collaborate with other school community liaisons and district departments to develop increased knowledge and share resources and information
- Perform other duties as assigned
Social Media Manager
Alta Cima Corp.
02.2022 - 11.2022
- A Social Media Manager is responsible for creating and publishing content on all social media platforms, including Facebook, Twitter, and Instagram, to grow an audience, build brand awareness, and ultimately, boost sales
- Manage various company-owned social media communities all over the US
- Creating content to build brand awareness and increase traffic on our websites
- Write, edit and input messaging and content to various profiles and applications
- Monitor and tracks discussions on social media
- Ensure proper tagging and tracking is executed by members and associates
- Engage with the assigned communities to keep Isagenix trending in social media sites
- Ensure all messaging adheres to Alta Cima social media standards
- Adjust posts (imagery and messaging) to align with brand standards while focusing on community management and the removal of all content deemed offensive or inappropriate
- Managing Google business profiles to all websites along with updating promotion ads
- Manager promotions twice a month ensuring all US location have all materials needed to promote their inventory using CRMs to select the right products and build the materials needed
Social Media Supervisor
Isagenix International
04.2020 - 02.2022
- This position assists in the execution of social media monitoring the company’s social media presence on various sites along with supervising my team and motivating and coaching them on their performance
- Manage various company-owned social media communities all over the world
- Write, edit, and input messaging and content to various profiles and applications
- Monitor and tracks discussions on social media
- Ensure proper tagging and tracking is executed by members and associates
- Engage with the assigned communities to keep Isagenix trending in social media sites
- Ensure all messaging adheres to Isagenix social media standards and ensures compliance to FCC guidelines
- Adjust posts (imagery and messaging) to align with brand standards while focusing on community management and the removal of all content deemed offensive or inappropriate
- Monitors online conversation about the company on trends and widespread issues to social media management for recommendations on any actions that need to be taken
- Monitors event pages, announcements, messages, reviews, and conversations
- Review user generated comments and posts online in a timely manner and when appropriate respond to comments or escalate, when necessary, in order to foster a positive community and add value to the user’s experience
Social Media Moderator
Isagenix International
05.2017 - 04.2020
- This position assists in the execution of social media monitoring the company’s social media presence on various sites
- Manage various company-owned social media communities all over the world
- Write, edit and input messaging and content to various profiles and applications
- Monitor and tracks discussions on social media
- Ensure proper tagging and tracking is executed by members and associates
- Engage with the assigned communities to keep Isagenix trending in social media sites
- Ensure all messaging adheres to Isagenix social media standards and ensures compliance to FCC guidelines
- Adjust posts (imagery and messaging) to align with brand standards while focusing on community management and the removal of all content deemed offensive or inappropriate
- Monitors online conversation about the company on trends and widespread issues to social media management for recommendations on any actions that need to be taken
- Monitors event pages, announcements, messages, reviews and conversations
- Review user generated comments and posts online in a timely manner and when appropriate respond to comments or escalate when necessary in order to foster a positive community and add value to the user’s experience
Customer Care Quality Assurance Coordinator
Isagenix International
11.2014 - 05.2017
- Performing quality monitoring of the various customer interaction types within the Customer Care Department; with a primary focus on the quality scoring of recorded calls to provide accurate actionable feedback to CCR’s and the Leadership Team; supporting Customer Care’s Problem Resolution Culture with a Customer-centric Focus
- Monitors and scores quality of recorded calls, chats, emails and other off-phone work
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Responsible for raising issues or concerns highlighted through the Assist, Customer Service, Returns or VIP lines (i.e
- Trending); recommend solutions
- Partner and collaborate with Customer Care Supervisors (CCSs) to deliver feedback regarding customer interactions, including outstanding contacts, opportunities for improvement and recommendations for additional training/development
- Meet daily/monthly goals for QA monitor completion
- Conduct weekly/monthly Calibration Sessions with the Customer Care Supervisors
Call Center Quality Specialist
GDIT
08.2012 - 11.2014
- Responsible for monitoring calls, chats, emails and written correspondence handled by CSRs to ensure they are meeting CMS established requirements and customer service provided is maintained at a high level
- Monitor CSRs per established guidelines 4 monitors on each agent per month
- Deliver weekly employee evaluations and performance feedback through 1 on 1 sessions with each agent each week
- Provide clear, concise and balanced feedback via quality monitor notes
- Notify quality leadership of any egregious behavioral or performance issues identified during call monitoring
- Report trends identified during call monitoring that could impact CSR performance, training and/or the beneficiaries
- Maintain knowledge skills needed to perform duties, including timely completion of scheduled training materials (Essential Job Training, Training Alerts, User Alerts, CUP Topics) Supervisor Learning Lab sessions
- Timely review of updated materials that cover new initiatives or changes to current processes
- Participate in weekly calibration sessions and maintain an acceptable monthly alignment score
- Support operations during supervisor calibration sessions as the quality subject matter expert
- Support training delivery team by assisting in the presentation of quality modules during new hire training, where applicable
Customer Service Representative (CSR)
Vangent, Inc.
05.2011 - 08.2012
- Take inbound phones
- Ensured to stay compliant and meet set site metrics in adherence, attendance, AHT and quality
- Answered general Medicare questions
- Mailed out Medicare publications
- Assisted Medicare beneficiaries with finding a Medicare Health Plan (supplemental insurance)
- Assisted Medicare beneficiaries with disenrollment from their managed care plan
- Responsible for receiving powers of attorney, and filing them
- Responsible for out-bound calls to Medicare beneficiaries to assist with disenrollment process
Call Center Supervisor
Results, Co.
09.2009 - 05.2011
- Provide leadership and assist in the development of direct and indirect employees
- Assist in daily tasks outlined by call center management
- Experienced in hiring process for GE money bank contractor
- Monitor staff in Avaya and RTA
- Assumes supervisory responsibility for department tasks and activities, as requested
- Discerns discrepancies in scoring, and documents standard procedures for handling the discrepancies
- Conducts weekly staff meetings to facilitate effective communications and address current call center issues
- Maintain up-to-date employee records for attendance, call monitoring productivity, coaching and counseling sessions, employee performance issues, and quality checks
- Deliver weekly employee evaluations and performance feedback through 1 on 1 sessions with each agent each week
- Provide beneficiaries with timely and accurate information regarding a variety of questions
- Update timekeeping reports on a daily basis
- Complete projects for managers within time frames that are assigned
Education
Master of Education -
Arizona State University
Tempe, AZ05.2025
Bachelor of Science -
University of Phoenix
Phoenix, AZ05.2023
Skills
- Verbal and written communication
- Assigning and grading work
- Public speaking
- Parent-teacher conference coordination
- Student assessment
- Formative assessments and Standard-based grading
- Excellent classroom management
- Standardized testing
- Conflict resolution
- Student motivation
- Parent and teacher conferences
- Test proctoring
- Interactive teaching and learning
- Small group instruction
- Classroom technology
- Youth mentorship
- ESL- English as second language
- Flexible and adaptive
Summary Of Qualifications
- BCC CMS Contract Employee, 3 years of dedicated service
- Supervisor at GE Money Bank, 1 year and 7 months, Comprehensive training in Microsoft Office
- Customer Care Quality Assurance Specialist at Isagenix International
- Social Media Moderator and Supervisor at Isagenix International
- Social Media Manager at Alta Cima Corp
- Dedicated and Passionate Educator, Over 3 school years, Fostering a supportive and engaging learning environment for 4th-6th grade dual language students
Qualification Highlights
- 15 years in customer service experience
- 3 years of teaching experience in the public school system
- 2 years of Supervisor experience
- 6 years of Quality Specialist Experience
- Bilingual - English/Spanish
References
References available upon request.
Timeline
4th Grade DLI Teacher
Mesa Public Schools
07.2023 - Current
6th Grade Teacher
Mesa Public Schools
07.2023 - 06.2024
School Community Liaison
Mesa Public Schools
11.2022 - 06.2023
Social Media Manager
Alta Cima Corp.
02.2022 - 11.2022
Social Media Supervisor
Isagenix International
04.2020 - 02.2022
Social Media Moderator
Isagenix International
05.2017 - 04.2020
Customer Care Quality Assurance Coordinator
Isagenix International
11.2014 - 05.2017
Call Center Quality Specialist
GDIT
08.2012 - 11.2014
Customer Service Representative (CSR)
Vangent, Inc.
05.2011 - 08.2012
Call Center Supervisor
Results, Co.
09.2009 - 05.2011
Master of Education -
Arizona State University
Bachelor of Science -
University of Phoenix
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