Bilingual Education / BPO Social Media Specialist / Sr. Process Execut
Resume:
Software & Application
Proficiency
● Google AdSense
● Workforce
● Oscar, Fidelio, Icare.
● CRM Tools
● MS Excel, MS Office.
● Google Media Tools
Career
History
SENIOR PROCESS EXECUTIVE
COGNIZANT PHILIPPINES
Service, Support, Solution: Includes diagnosis, resolution, and reporting of customer issues and questions relating to YouTube paid content products and Google’s Business partners. Servicing Tier 1 and 2 end users. Support with escalations to Google. Service channels include inbound phone, email, chat, and video conferences.
● Account handled:
Google / YouTube Creator Support (CreSup) Department. Google / YouTube Social Comms (YouTube Twitter) Department. SOCIAL MEDIA EXPERT.
INTER GLOBE TECHNOLOGIES PHILIPPINES, INC.
Aviation, Travel and Tourism Account: Social Media Customer service in charge of assisting passengers all over the world through Facebook, Messenger, Twitter and WhatsApp with everything related to international flight regulations, airline inquiries, booking/re-bookings, purchases, payments, flights and their possible needs. In addition, the Customer Care department and the Refunds Department were also part of our duties.
• Account handled: KLM, Royal Dutch Airlines.
TEAM LEADER/SUPERVISOR - TRAINER - CUSTOMER SERVICE REPRESENTATIVE.
TELEPERFORMANCE COLOMBIA.
Mobile, Wireless company account: Started as CSR assisting American citizens with payments, loans, bowser and mobile troubleshooting, etc. Became trainer after six months then promoted to Team Leader in charge of employee engagement, training and development program design, hosting meetings and presentations, coaching and reporting.
• Account handled: Cricket.
KEY PROGRAM COORDINATOR AND LANGUAGE INSTRUCTOR.CAFAM LANGUAGES CENTER
key coordinator for Retail, Mixology, and System Engineering Management courses as well as the English main courses provided by the Cafam Languages Department and the Cafam University Fund.
● CAFAM University Foundation. English Teacher.
● CAFAM High School. English Teacher.
● Education for Work CAFAM Center. English Teacher.
● "Unemployment Insurance" government program through the RedundantProtection Mechanism. English teacher.
● Diageo Project. Bartender and Retail English Instructor. Education Diploma Course of University Teaching
Quindío University, Armenia City
2014
Diploma Course of Orientation to Teaching
Quindío University, Armenia City
2014
Diploma Course of Educational Tools and Media 2014 Quindío University, Armenia City
Diploma Course of Learning Assessment 2014
Quindío University. Armenia City
Bachelor of Modern Languages 2014
Quindío University, Armenia City
Diploma Course Of English 2010
Quindío University, Armenia City
Qualifications &
Accomplishments
In pursuit of a job in the fields of Digital Marketing, Customer Service (BPO) or Education, specialized in English and Spanish. With over 3 years of working experience, I have started my career as an English instructor in one of the most well renowned multi-service companies in Colombia, Cafam, the biggest family compensation fund which owns pharmacies, hotels, colleges, among others and provides allowance, credit, insurance, tourism, health, education, and housing services. There, I was tasked to service and function as key coordinator for Retail, Mixology, and System Engineering Management courses as well as the English main courses provided by the Cafam Languages Department and the Cafam University Fund. To expand my skillset in project management, leadership, and communication, I immersed myself as well in the field of BPO industries such as Teleperformance Colombia, where I started as a customer service representative, servicing Cricket, an American Wireless services company and was quickly promoted to Trainer after six months, attributed to my academic background and career in education. Later, I became a Team Leader/Supervisor, a role I enjoyed shortly since I got a job offer in the Philippines with Inter Globe Technologies Ph., Inc., where I solidified my background in advertising and learned about project management working as a Social Media Expert for KLM, Dutch Royal Airlines. Ultimately, Cognizant PH opened their doors for me, allowing me to work alongside competent professionals on the biggest online video-sharing platform in the world owned by the most used search-engine.
● Basic and intermediate English course level curriculum planning and design.
● Management of Moodle-type educational platforms and virtual learning items.
● Innovative and meaningful pedagogical material development.
● Data collection tools management, information analysis, report preparation and support.
● Web and mobile troubleshooting Skills.
● Browser and operating system troubleshooting.
● Motivational coaching.
● Employees engagement.
● Training and development program design.
● Meetings and presentations hosting.
Contact this candidate