Customer Service Subject Matter

Dilao

Karen

Contact

Private address:

Changshou Road 28, Block 3,

Apartment 1202,

Shanghai- PR China,

************@******.***

Personal

Information

Name: Karen Tulepas Dilao

Birth Date: 1998-09-12

Gender: Female

Civil Status: Married

Current CN Visa: Spouse Visa

Languages

English – fluent spoken & written

Filipino – spoken & written

Cebuano – spoken & written

Mandarin – first course started

Hobbies

• Cooking, blogging,

travelling.

Summary

Highly motivated customer service professional with three years of experience at Citibank US, including one year as a Subject Matter Expert (SME). Proven ability to deliver exceptional service and resolve complex issues for retail banking financial accounts. Skilled in providing comprehensive support, de-escalating challenging situations, and contributing to positive customer outcomes. Experienced in teaching basic English grammar rules and sentence structures to new hires as Subject matter Expert.

Licensed Professional Teacher with TEFL certificate. Experienced in teaching International students (Koreans, Chinese, Vietnamese and Filipinos) in ages 3-30 years old both classroom and online set-up.

Skill Highlights

• Strong experience in

international customer

communication in

English

• Proficient in Education

Technology

• Patience

• Good time

management

• Differentiated

approach / instructions

• Creative, critical,

thinking and

problem-solving skills

• Deeply passionate,

empathetic and

energetic

• Good ability to

Manage surface

behavior smoothly.

Education / experience (details next page)

Several positions in teaching, customer services, team leader functions

Bachelor in Elementary Education, 2016 - 2019

Cebu Technological University, Philippines

Desired position

customer service representative or internship

MORNING BREAKS (Vietnam based)

English Instructor – Basic to Advanced

Industry: Language Teaching

Contract: Remote, Full Time (6days per week), Cebu, Philippines Responsibility:

• One on One individual English teaching, Online

• Ca. 25 individual customers; Vietnamese;

age 15 – 35; 80% on basic level, 20% on advanced level CONCENTRIX

Subject Matter Expert & Team Leader – Citibank US

Industry: Retail Bank Helpdesk - B2E Client Support (Worldwide) Contract: Onsite, Full Time, Cebu City, Philippines Responsibility:

• Multifaceted role; blending deep product and process knowledge mastery.

• Provide On-the-job coaching, training, monitoring and feedbacking new hires

• Focus on problem solving, training, and continuous team improvement while ensuring the adherence to regulation and compliance.

• Business English training (sentence construction, proper pronunciation) Results:

• Considered for managerial position due to strong performance Advisor - Citibank US

Responsibility:

• Helpdesk specialist: expert level interface & support, international clients

• Direct customer interaction and support: handle inquiries, process request, issue resolving for banking, transaction, fraud related tasks & similar

• (ca. > 60 client calls / day)

Advisor - Citibank US (Remote Contract)

Responsibility:

• Operations department: status tracking & credit dept collection

• Contacting delinquent customers and negotiate payment plans effectively;

• Compliance and regulatory adherence and securing internal policies and procedures.

AWARDS @Concentrix

• Hall Of Fame Concentrix Certificate Awardee 1st quarter (May 2022)

• Rockstar Concentrix Certificate Awarded 3rd quarter (August 2022) Detailed work experience

P

12/2023 -

02/2024

08/2022 -

10/2023

05/2021 -

08/2022

03/2021 -

08/2020

SUNLIFE Philippines

Financial Advisor

Industry: Life & Health Insurances

Contract: Part Time, Cebu, Philippines

Responsibility:

• License Financial Advisor in the Philippines

• Life insurance promotion & selling, northern region of Cebu,

• Pro-active customer engagement

Deliverables/Results:

• Success rate: 12% selling rate

MANULIFE Data Services Inc.

Contact Center Associate

Industry: 401k & Individual Retirement Arrangements Contract: Part Time, Cebu, Philippines

Responsibility:

• Online Helpdesk: expert level interface & support, Canadian clients

• Focus: retirement plan accounts; inquiries, creation, withdrawals and similar Guess English

ENGLISH Instructor

Industry: ESL – English Teaching

Contract: Full Time Offline-Online, Cebu City, Philippines Responsibility

• Individual teaching of children/teenagers (6 – 23years)

• Level: basic to average

• Daily classes / courses (45min)

• Weekly formative exams

Practical semester: Practice Teaching

On-Campus

School: Lambusan Elementary School, Cebu, Philippines Responsibility

• Class teaching (age 8-9) in subjects: English, Values (Ethics) with the guidance/mentorship of the classroom teacher

02/2023 -

06/2022

03/2020 -

09/2019

06/2019 -

08/2019

09/2018 -

03/2019

Education

PRIMARY EDUCATION:

Banban Elementary School, Banban, Bogo City, Cebu

-Salutatorian 2010-2011

SECONDARY EDUCATION:

Dapdap National High School, Dapdap, san Remigio, Cebu 4th Honorable Mention 2014-2015

TERTIARY EDUCATION:

CTU San Remigio Extension, Tambongon, San Remigio, Cebu Bachelor of Elementary Education

CE-Major

Graduate 2018-2019

Cum laude

Achievements & Experiences

• Performing Arts Drama Club Vice President (2017-2018)

• Supreme Student Council Representative (A.Y. 2018-2019)

• Campus Ministry Auditor (A.Y. 2016-2019)

• Sangguniang Kabataan (SK) councilor (2018-2019)

• Pageant / Modelling

o Ms CTU Universe San Remigio Extension Queen 2018 o Ms Sportsfest CTU Daanbantayan Campus Queen 2018 o Ms Sportsfest CTU Danao 2nd Runner Up

o Ms San Remigio Tourism 2019 1st Runner Up

o Ms Matin-aw Borbon 2019 Queen

o Ms Bogo 2021 4th Runner Up

o Ms San Remigio Festival Queen 2023 4th Runner Up P

2010 -

2019

Contact this candidate