Customer Service Representative

JESSICA ANGELES MANGALINO

Home Address: Al Messila Doha, Qatar

Mobile number: +974-****-****

Email Address: *********@*****.***

Career Objective: To be a part of an expanding organization where I could use my knowledge, experience and expertise in administrative functions, clerical, controlling documents and support of daily operational and customer service to achieve company’s goal and objective.

A. EDUCATIONAL BACKGROUND

Tertiary Level CENTRAL LUZON STATE UNIVERSITY

Bachelor of Secondary Education

Major in English

Science City of Muñoz, Nueva Ecija 3120

AY 2012-2018

Secondary Level OUR LADY OF THE SACRED HEART COLLEGE, INC. Guimba, Nueva Ecija

AY 2008-2012

B. WORK EXPERIENCE

Customer Service Representative

Program: Staples Dotcom

Sitel Philippines Corporation

San Miguel, Tarlac City

July 24, 2018 - June 02, 2019

Customer Service Representative

Program: Amazon

Sutherland Global Services Philippines, Inc

Tarlac City

August 11, 2014 – July 22, 2015

Customer Service Representative

Program: PHL UOL – FTD

Sutherland Global Services Philippines, Inc

Tarlac City

April 11, 2014 – May 14, 2014

Duties and Responsibilities:

• Answer inbound calls and respond to customers' inquiries in a timely manner

• Identify, manage, and resolve customers' complaints

• Provide products and services information to customers

• Upsell/Cross sell products/services and place customers' orders via phone

• Route calls to appropriate department/resources

• Follow up customers' calls when necessary

• Document and report customers feedback (good/bad) to improve the customer experience

• Complete call logs and reports

English Teacher

English Department, Munoz National High School –Main Science City of Munoz, Nueva Ecija

January 2018- April 2018

Duties and Responsibilities:

• Teach English lessons (Language and Literature) to Grade 8 students in a varied ability- level student environment

• Handled four (4) different sections/classes-- three (3) regular and a STE class

• Plan learning objectives, develop stimulating lesson plans, prepare learning materials and design assessments that are informed by current educational practices and methodologies

• Prepare and utilize oral and visual presentations, demonsration, interactive teaching and discussion to achieve objectives

• Facilitate a positive-learning environment by encouraging student participation, providing differentiated instruction to meet individual needs, maintaining discipline and creating a rewards-based classroom system

• Continual assessment of student learning through informal and formal methods

• Maintain records and document student progress

• Introduce and monitor enrichment activities

• Provide after-school tutoring for students requiring additional help

• Offer after-hours availability to parents or students for educational-related questions and help

C. SEMINARS /TRAININGS ATTENDED

International Seminar-Workshop on World Englishes, Teaching English for Second Language Learners, and American TESOL: Contemporary Strategies and Methodologies in Teaching English

IGS Mini Theater

Central Luzon State University

Science City of Munoz, Nueva Ecija

October 10, 2017

National Conference in Literature Education (2017 NCLE) HRD Auditorium

Philippine Normal University, Manila

October 5-7, 2017

20th Student Teachers’ Congress

“Strategies and Techniques in Response to the 21st Century Paradigm shift” Nueva Ecija Convention Center

Palayan City

September 8, 2017

Almost Full Circle:

A Lecture, Reading and Conversation on Language, Landscape, Storytelling, Memory, Creative Nonfiction

DG Tan Hall, College of Education

Central Luzon State University

Science City of Munoz, Nueva Ecija

February 10, 2017

Microsoft Digital Literacy

Tarlac Provincial Capitol, Tarlac

February 24-28, 2014

D. ACHIEVEMENTS

Board Licensure Examination for Professional Teachers (BLEPT) PASSER

September 2018

English Proficiency NCII (TESDA)

(100 Hours)

Tarlac Provincial Capitol, Tarlac

February 3-15, 2014

E. PRODUCTION OUTPUTS/RESEARCH

Enriching Students’ Oral Participation through the use of Different Strategies and Techniques during English class among the Students of Grade 8 – Langka In Munoz National High School—Main

Action Research

Munoz National High School—Main

Science City of Munoz, Nueva Ecija

June 2018

F. SKILLS

• Creating Artworks

• Designing/Photo Editing

• Writing Literary Pieces

• Advanced communications and customer service skills

• Thinking Skills – creative thinking, decision making, problem identification & solving

• Personal Skills – highly motivated, diplomacy, responsibility, social skills, self- management, honesty and integrity

• Functional Skills – manages time, money, material and facility resources

• System, Technology, Information Skills

• Able to commence work within short notice

• Fluent in English

Computer Literate

MS PowerPoint

MS Word

MS Excel

G. PERSONAL DATA

Birth Date: July 14, 1995 Civil Status: Single

Birthplace: San Antonio, Nueva Ecija Nationality: Filipino Age: 24 Language spoken: Filipino, English

Gender: Female

H. CHARACTER REFERENCES

Available upon request.

I hereby certify that the information supplied herein is of my person, accurate and true to the best of my knowledge and conscience.

JESSICA A. MANGALINO

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