ESL TEACHING TRAINER & ONLINE ESL INSTRUCTOR + VOICE OVER ARTIST
Mature and versatile Customer Service Representative with more than fifteen years of experience, motivated to maintain customer satisfaction and contribute to company success.
Customer service focus
Critical thinking skills
Creative Problem solving skills
Efficient multi-tasking skills
Cooperative team player
Accounting support, administrative support, billing, call center, cash handling, cashiering, copying & document duplication, database entry & updating, delivery, email support, English as a Second Language instruction, hiring, hub support, leadership, materials handling, mentoring, Excel, mail handling, general office support, MS Windows, packing, purchasing, retail support, receiving, reception support, retail, sales, shipping & receiving, sorting, supervisory support, phone support, training materials development, vendor relations
08/2008 to 09/2017
ESL Teaching Trainer & Online ESL Instructor + Voice Over ArtistSelf-employed － Pasig City, Philippines
Taught English online & over the phone to Korean ESL (English as a Second Language) learners.
Performed evaluations of students and provided real-time and periodic feedback & comments.
Trained teachers in the proper teaching and delivery of company and client materials to online Korean ESL students of various ages and language skill levels.
Edited and recorded audio versions of in-house teaching and training materials.
Developed and delivered training modules aimed towards the enhancement of overall English skills of Filipino online English instructors.
Evaluated teacher performance and designed customized training towards their improvement and retention, including interviewing and evaluation of prospective online English teaching applicants and gave appropriate recommendations as to hiring and pooling for future employment.
Recorded numerous voice overs for both educational and commercial concerns.
09/2005 to 03/2008
Senior Team LeadAskMeNow, Incorporated － Makati City, Philippines
Supervised a team of more than twenty call center agents to help them meet and exceed company standards in the delivery of company services to end users and clients.
Provided appropriate leadership, direction and oversight to team leads of various shifts in accordance with company expectations.
Diligently assisted in training agents and team leads to enhance their overall supervisory and mentoring skills.
Effectively handled escalated client concern calls and searched for positive win-win resolutions.
Evaluated agents and prospective new hires and employees, including hiring, disciplinary action and termination.
04/2004 to 05/2005
Office ManagerStrategic Research Institute － New York City, NY
Efficiently managed everyday office requirements of staff and managers.
Cost-effectively ordered supplies, kept tabs on the adequate stocking and replenishment of supplies and kept up good vendor relations, negotiated for discounts and the best deals possible on all supplies and materials orders.
Accurately entered registration numbers of seminar & conference participants into online Excel database.
Facilitated the timely and cost-effective shipping and receiving of packages & other freight for entire office.
Assisted in the tactful billing of accounts and sent out courtesy email and letter reminders to past due accounts.
Accurately sorted & distributed mail in timely manner.
Efficiently oversaw the upkeep of office facilities, including arrangement and storage of office paperwork in outside facilities.
Diligently & cooperatively assisted with inter office moves for staff.
Courteously covered reception and received visitors whenever receptionist was on break.
Provided multifaceted overall support to accounting staff, reporting directly to the CFO.
Also provided appropriate & timely support to sales managers and company executives.
06/2001 to 10/2001
Package HandlerUnited Parcel Service UPS － Chantilly, VA
Accurately sorted and safely handled express air documents and packages by hand for a large distribution hub.
Also efficiently helped out in the safe sorting and loading of ground packages for timely delivery to various points in the country.
08/1998 to 10/2002
Assistant Operations ManagerOffice Express, Incorporated － Great Falls, VA
Diligently & efficiently managed a back office services retail store on a daily basis, six days a week.
Effectively assisted walk-in customers and regular clients in person with their office and administrative related needs, (packing and shipping, mail handling, copying, binding, lamination and other similar office related tasks).
Also conscientiously & accurately performed cashiering, cash handling and purchasing duties regularly.
Education and Training
Bachelor of Arts: AnthropologyUniversity of the Philippines - Diliman － Quezon City, National Capital Region, Philippines