Alma Mae Quimno
Customer Service Associate
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude as experienced working as a Front Office Associate. Willingness to take on added responsibilities to meet team goals
Dynamic and results-oriented professional with a proven track record at 51Talk Teacher enhancing student engagement and literacy through innovative teaching methods.
Excelled in customer service roles at Qualfon, significantly improving first-call resolution rates. Demonstrates exceptional communication skills and a problem-solving attitude, adept at fostering positive relationships and efficiently managing time.
Overview
5
5
years of professional experience
Work History
51Talk Online Education Group ( 51Talk Teacher)
51talk Bacolod
07.2021 - 12.2024
- Developed strong relationships with students by maintaining open lines of communication during teaching and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods such as online activities.
- Identified struggling students early on and provided additional support through tutoring sessions.
- Adjusting teaching strategies accordingly to level zero in English and for Proficient in language.
- Fostered positive learning environment that encouraged student curiosity and critical thinking.
- Enhanced literacy skills with targeted reading programs and helped students explore concepts with engaging, learning-focused activities.
- Prepared quizzes, tests and examinations to gauge how well students were learning during teaching.
- Communicated frequently with parents, students, to provide feedback about the students.
- Adapted teaching methods and materials to meet students' varying needs.
Call Center Representative
Qualfon
07.2023 - 04.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes , emails and chats from the customers while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Educated customers about , payment processing and support policies and procedures regards to their inquiry.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
FRONT OFFICE ASSOCIATE
Apple Tree Suites
10.2019 - 05.2020
- Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Managing incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Enhanced guest satisfaction by providing exceptional front office service and promptly addressing inquiries.
- Developed strong relationships with returning guests through attentive service and genuine engagement during each visit.
- Collected, counted and disbursed money and performed basic bookkeeping transactions.
- Directed phone inquiries, answered customer questions and booked room resesrvations also increased customer service success rates by quickly resolving issues.
- Responded to inquiries from callers seeking information and Increased customer service success rates by quickly resolving issues.
- Organize and maintain files and records from the guests.
Education
Bachelor of Science - Hotel, Resort And Restaurant Management
Cebu Institute of Technology - University
Natalio B. Bacalso Ave, Cebu City, 6000 Cebu 04.2001 -
Skills
Strong organizational and time management skills
Exceptional communication and interpersonal skills
Ability to work independently and work well with others to provide a positive work environment
Detailed-oriented and enthusiastic person
Customer service oriented
Problem-solving skills
Call center customer service experienced
Problem-solving attitude
Timeline
Call Center Representative
Qualfon
07.2023 - 04.2024
51Talk Online Education Group ( 51Talk Teacher)
51talk Bacolod
07.2021 - 12.2024
FRONT OFFICE ASSOCIATE
Apple Tree Suites
10.2019 - 05.2020
Bachelor of Science - Hotel, Resort And Restaurant Management
Cebu Institute of Technology - University
04.2001 -