Customer Service Sales

RODELIE SERRANO OLIPAS

Street *** ***** #**, ***********, **** Chankarmon, Phnom Penh, Cambodia

HP NO: +886 674717

EMAIL: *******.******@*****.***

WORK EXPERIENCE

February 7, 2017 up to PRESENT

FOREIGN ENGLISH TEACHER

SOVANNAPHUMI SCHOOL

No. 5 Street 155, Toul Tompung I, Khan Chankarmon, Phnom Penh

Education/Khmer School

Develop and implement daily and unit lesson plans for different levels, administered tests and evaluations, tracked and analyzed student performance.

Conduct group/individual reading, speaking and listening activities

Foster a classroom environment conducive to learning and promoting excellent student/teacher interaction.

Develop excellent rapport with students.

September 2015 to December 2016

ENGLISH TEACHER

ST. JAMES ACADEMY

Education/Private School

Malabon City, Manila, Philippines

Developed and implemented daily and unit lesson plans for intermediate levels, administered tests and evaluations, tracked and analyzed student performance.

Conducted group/individual reading, speaking and listening activities

Fostered a classroom environment conducive to learning and promoting excellent student engagement

Developed excellent rapport with students.

Participated in faculty and parent conferences.

November 2015 to December 2016

ESL TUTOR (PART TIME)

PAPER AND PEN TUTORIAL

Education/Private School

Malabon City, Manila, Philippines

Teaching English subject in pre-school

Guiding students on writing and reading letters/words.

Plan activities that stimulate growth in language, social, and motor skills.

APRIL 26, 2005 to September 15, 2015

QUALITY AUDITOR

PILIPINAS TELESERVE INC.

LOCAL BPO-Handling Telco Account

No.462 4th Flr. San Diego Building Carlos Palanca St. Manila

Head of the Quality Monitoring team of Outsource Group

Monitors metrics on quality standards

Prepares report on CCOs and Supervisors performance based on quality policy

Provide insights and suggest training modules based on quality results

Ensures consistency of quality monitoring team in terms of alignment with the company and clients objective

Coordinate with Service Managers, Shift Supervisors, Training Officers, Quality Monitoring Officers any additional information/updates/changes on certain issues in terms of processes and handling.

January 27 to April 26, 2005

CUSTOMER CARE OFFICER

PILIPINAS TELESERV INC.

LOCAL BPO-Handling Telco account

No. 462 4th Flr. San Diego Building Carlos Palanca St. Manila

Taking in-bound calls

Delivering first contact resolution

Follow standard in handling calls and comply on statistic metrics(talk time and utilization)

June 2000 to April 2003

ASSISTANT OPERATIONS MANAGER

Design Clothing Co. Inc. (Page Boutique)

Barangay Kapitolyo, Pasig City

Helping Operations Manager in managing the overall operations of 17 boutiques nationwide

Handling 17 Store Managers and 75 sales staff/cashiers

In-charge with manpower scheduling

Monitor Daily Sales of the 17 Boutiques

Motivate Store staff to reach the target quota

Coordinate with Marketing agencies and other means on how to advertise our product

February 1999 to March 2000

CUSTOMER SERVICE ASSISTANT

Major Shopping Management Corp. (SM Megamall)

Handling Internal and External communications of the company

Assigned at the Information counter to cater customer’s inquiry

Broadcast special Promo Announcement and hourly Mall spiel

Manage Customer complaints on purchased product and coordinate it with respective department.

ACHIEVEMENTS/AWARD

First Certified Quality Monitor for the account (passed certification process above standard)

Received Loyalty award from the company

Received attendance award from the company

Recognition award from the client and from the company for consistently meeting the variance on rating.

SEMINAR ATTENDED

International Contact Center Conference and Expo

SMEX, Pasay City

Yearly

Store Management 101

Sales link Inc.

Horizon Edsa Hotel, Mandaluyong City

July 3, 2002

EDUCATION

21 UNITS IN SECONDARY EDUCATION

CITY OF MALABON UNIVERSITY

June-November 2003

BACHELOR OF SCIENCE IN BRODCASTING COMMUNICATIONS

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

1994-1998

With Special award on essay writing for Masscomm Society

SECONDARY EDUCATION

MACARIO B.ASISTIO SR. HIGH SCHOOL

1990-1994

2nd Honorable mention for batch 1994

Feature writer of school organ “Bagwis”

PRIMARY EDUCATION

IMELDA ELEMENTARY SCHOOL

1984-1990

With Class Honor

SKILLS

Good in Written and oral communication

Computer Literate

Create template and formulas in excel for data interpretation.

Knowledgeable in Pivot table

Office Application such as Ms Word and PowerPoint

PROFILE

Birth Date: March 13, 1978 Birth Place: Manila

Nationality: Filipino Religion: Roman Catholic

Age: 39 Civil Status: Married

Height: 5`3 Ft. Weight: 51kg

CHARACTER REFERENCES

MS. BELLE DEL ROSARIO

Quality Supervisor

Pilipinas Teleserv Inc. +63-091********)

#462 4th Flr. San Diego Building Palanca Street, Manila

MS. MA. VICTORIA MERCADO

Senior Training Officer

Pilipinas Teleserv Inc +63-091********)

#462 4th Flr. San Diego Building Palanca Street, Manila

MS. SHE ELGAR

Quality and In sighting Specialist

Globe Telecom +63-091********)

Madison Street, Mandaluyong City

I hereby attest the veracity of the above information.

RODELIE SERRANO OLIPAS

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