ALEAH GUITAN
Summary
To bridge the Linguistic and Cultural Gap between the English Speaking Caribbean and Central America through Cross Cultural Cooperation.
Overview
25
25
years of professional experience
Work History
Call Center Manager
LUCENT RESEARCH LIMITED
05.2024 - 07.2024
- Recruited and supervised a team of Spanish speaking professionals who engaged in market research
- Led team meetings to review performance, set targets and motivate staff.
- Provided real-time training, guidance and feedback to operators to achieve project goals.
- Established and oversaw performance targets for call center associates.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Analyzed performance feedback to identify improvement opportunities and develop action plans.
Substitute Teacher
HILLVIEW COLLEGE
01.2021 - 01.2024
- Facilitated Spanish classes for Forms 1-4
- Delivered the CSEC curriculum to Form 4
- Assisted with Exam Supervision
- Assisted with Form class duties
Language Agent
The University of West Indies-Cave Hill
08.2019 - 12.2022
- Negotiated terms of agreement for MOU between UWI Cave Hill Campus and Universidad Técnia Nacional in Costa Rica
- Promote and seek to recruit students from Latin American region for English as a Second Language programme at UWI, Cave Hill
- Provide market research and insight of language needs of students and areas of professional development for teachers in ESL field in the LATAM region
- Hosted meetings to develop a language exchange program between UWI Cave Hill Campus and Universidad de Panama Colon Campus for 2022
- Facilitated meetings between UWI Cave Hill and Ambassadors of Latin American countries to develop English language programs for their respective countries
Team Lead
GEOPOLL TRINIDAD - CALL CENTER
02.2019 - 02.2022
- Directed and supervised team of multilingual & multicultural professionals who engaged in remote ,mobile based research in the Latin American region
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Adjunct Lecturer
Arthur Lok Jack Global School of Business
02.2013 - Current
- Lecturer in Spanish for Business Program
- Design Spanish for Business course outlines for varying Masters programs- Marketing, International Business, Human Resource Management and Trade & Logistics
- Design Spanish for Business curriculum for Undergraduate International Business program
Owner
Trinitica International
01.2013 - Current
- Recruitment & Management of Bilingual staff for organizations
- Customized Business Spanish programs for professionals
- Customized English as a Second Language programs for non-native professionals
- Design and Coordinate Academic and Cultural Exchange programs for Secondary school students in Costa Rica & Trinidad and Tobago
- Design Cultural Immersion trips to Trinidad & Tobago for University students from Central American region
- Host cultural activities to improve awareness of Latin American culture and promote the use of Spanish as the second language in Trinidad & Tobago
- Facilitate conversational activities between Spanish native speakers and CSEC Spanish students
- Provide assistance to Latin American Embassies in Trinidad & Tobago in the coordination of cultural events for Secondary School students
- Facilitate scholarship program offered by Costa Rican Embassy to Primary School teachers in Trinidad
- Host live Spanish classes on a weekly radio program
Lecturer
Trinity College Connecticut
10.2013 - 04.2017
- Lecturer for the West Indian Diaspora in Limon, Costa Rica
- Lecturer & chaperone for cultural immersion trip to Limon ,Costa Rica
- Built strong rapport with students through class discussions and cultural engagements
- Created excitement and enthusiasm in classroom by delivering engaging subject matter.
Student Assistant
Institute of Latin American Studies Universidad Naciónal Costa Rica
04.2011 - 12.2011
- Assistant to the organizer of the Conference for Writers of Indigenous, Chinese and African descendants in Central America and the Caribbean
- Provided translation services both oral and written for the participants from the English speaking Caribbean
- Manage the institute´s social networks (Facebook, website) with videos and articles on current issues in Latin America and events hosted by the institute
Senior Customer Service Representative/Supervisor
TSTT
07.1999 - 04.2017
- Managed junior team members, contributing to their professional development and overall team success.
- Prepared monthly credit management report of business accounts
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained detailed database and physical stock room of mobile phones and telecom equipment.
English as a Second Language Instructor
North Central Regional Health Authority
06.2019 - 08.2019
- Designed ESL program for Medical Professionals emphasizing vocabulary and grammar specific for communication in the medical field.
- Developed activities and integrated technology to diversify instruction.
- Created and delivered engaging lesson plans to accommodate different learning styles.
- Set assessments to measure student progress and identify growth opportunities.
- Coached students on English pronunciation and intonation for eloquent conversation.
Spanish Teacher
Quality Schools International
09.2016 - 06.2017
- For Grades 3 – 6 (Ages 8-12)
- Facilitate Spanish classes for students in A1-B1 levels
- Coordinate cultural workshops to enhance student's understanding of Latin American Culture
- Produced engaging lesson plans and activities to help students master learning objectives.
- Reported progress of students and results of testing to school board and principal.
- Conducted foreign language exams to determine fluency and comprehension.
Centro Cultural Norteamericano Heredia
01.2012 - 03.2012
- English as a Second Language Educational Leader for intermediate and advance classes
Politecnico Internacional Heredia
07.2011 - 09.2011
- English Language teaching to beginners (A1 &A2) and intermediate (B2) classes
Second Language Facilitator
Intercultura Costa Rica Spanish Schools
04.2018 - 06.2018
- Facilitate A1/A2 Spanish class for in house teachers from the English department
Education
Professional Certificate - Human Resource Management
School of Business And Computer Science Ltd
Trinidad & Tobago12.2020
Certificate - Teaching English As A Foreign Language
International TEFL Academy
Heredia,Costa Rica05.2020
Master of Arts - Teaching of Spanish As A Foreign Language
Universidad De Alcalá
Madrid,Spain08.2017
Postgraduate Certificate - Authentic Business Education
Arthur Lok Jack Graduate School of Business
Trinidad And Tobago04.2015
Curso Integral de Portugués Heredia Costa Rica -
CIP
Heredia,Costa Rica06.2012
Masters - Latin American Studies, Culture
Universidad Nacional
Heredia, Costa Rica06.2012
Certification - Train The Trainer
School of Business And Computer Science Ltd
St.Augustine,Trinidad10.2009
Diploma of Proficiency - Translation
Caribbean Institute of Languages And International Business
Port Of Spain, Trinidad And Tobago06.2008
Bachelor of Arts - Spanish and Latin American Studies
University of The West Indies St Augustine (UWI)
University Of The West Indies Trinidad05.2007
Skills
- Foreign Language
- Call Center Management
- Marketing & Sales (Education)
- Training
- Conferencing
- Management
- Talent Acquisition
- Program Development and Implementation
Affiliations
- Board Member of Greater Tunapuna Chamber of Commerce
- Mentor for UWI Mentorship Program
- Cultural Representative for Costa Rica in LATAM Ambassadors Spanish Club
Additional Information
Dr.Wynette Harewood
Program Director
Master Human Resource Management
International Masters of Business Development & Innovation
Arthur Lok Jack Global School of Business
Trinidad & Tobago
Cell: 868-689-1973
Email: wyncoleen@gmail.com
Ms.Gillian Goodridge
Former HR Manager
TSTT
Cell: 868-6885472
Email:gillian.goodridge14@gmail.com
Mr.Ramon Gregorio
Owner
Lucent Research Limited
Cell:868-687-2144
Email: ramon@lucentresearchtt.com
Timeline
Call Center Manager
LUCENT RESEARCH LIMITED
05.2024 - 07.2024
Substitute Teacher
HILLVIEW COLLEGE
01.2021 - 01.2024
Language Agent
The University of West Indies-Cave Hill
08.2019 - 12.2022
English as a Second Language Instructor
North Central Regional Health Authority
06.2019 - 08.2019
Team Lead
GEOPOLL TRINIDAD - CALL CENTER
02.2019 - 02.2022
Second Language Facilitator
Intercultura Costa Rica Spanish Schools
04.2018 - 06.2018
Spanish Teacher
Quality Schools International
09.2016 - 06.2017
Lecturer
Trinity College Connecticut
10.2013 - 04.2017
Adjunct Lecturer
Arthur Lok Jack Global School of Business
02.2013 - Current
Owner
Trinitica International
01.2013 - Current
Centro Cultural Norteamericano Heredia
01.2012 - 03.2012
Politecnico Internacional Heredia
07.2011 - 09.2011
Student Assistant
Institute of Latin American Studies Universidad Naciónal Costa Rica
04.2011 - 12.2011
Senior Customer Service Representative/Supervisor
TSTT
07.1999 - 04.2017
Professional Certificate - Human Resource Management
School of Business And Computer Science Ltd
Certificate - Teaching English As A Foreign Language
International TEFL Academy
Master of Arts - Teaching of Spanish As A Foreign Language
Universidad De Alcalá
Postgraduate Certificate - Authentic Business Education
Arthur Lok Jack Graduate School of Business
Curso Integral de Portugués Heredia Costa Rica -
CIP
Masters - Latin American Studies, Culture
Universidad Nacional
Certification - Train The Trainer
School of Business And Computer Science Ltd
Diploma of Proficiency - Translation
Caribbean Institute of Languages And International Business
Bachelor of Arts - Spanish and Latin American Studies
University of The West Indies St Augustine (UWI)
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