CHARINA MAE GRAMATA
Baguio City,philippines
Summary
Motivated professional with expertise in client relationship management and technical troubleshooting. Demonstrates exceptional oral and written communication skills, enhancing customer engagement and satisfaction. Builds rapport quickly, ensuring effective conflict resolution and relationship management.
Overview
1
1
Language
12
12
years of professional experience
Work History
ESL TEACHER
NOVAKID
CITY OF BAGUIO, Philippines
11.2019 - 07.2026
- Taught English to students aged 5 to 18, adapting lessons to meet varying ability levels and learning styles.
- Facilitated interactive lessons, ensuring alignment with educational standards while managing multiple classroom activities effectively.
- Delivered engaging English lessons via video platform, catering to diverse learners worldwide.
ESL teacher
51TALK PHILIPPINES
CITY OF BAGUIO, Philippines
07.2017 - 02.2018
- Prepared students for IELTS, job interviews, exams, and various English proficiency levels, enhancing their language abilities.
- Taught English language to Chinese nationalities, focusing on practical communication skills.
- Taught using multiple platforms for video and audio classes, ensuring flexible and accessible learning experiences.
- Able to teach using different platforms via Video and Audio classes.
- Obtained TESOL certification to qualify for English language instruction.
- I was able to teach ages 2 y/o students until 60 year old Students.
Customer service Representative
CONVERGYS CORPORATION
CITY OF BAGUIO, Philippines
10.2015 - 05.2017
- Responded to customer inquiry calls, quickly assessing the customers' needs and problems in order to deliver an ideal solution.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled up to 60 calls daily from dissatisfied customers about missed shipments, resolving issues related to lost statements and credit cards.
- Resolved customer service enquiries swiftly and accurately, ensuring prompt assistance.
- Maximised customer satisfaction by resolving service issues promptly.
- Performed online troubleshooting: identified problems, gave technical advice and filed service requests.
- Created efficient, user-friendly customer account file for invoicing, promoting frequent customer usage.
- Researched lost orders and traced shipments.
- Organised case files for British and American customers to ensure efficient processing.
Customer service Representative
SITEL PHILIPPINES
CITY OF BAGUIO, Philippines
04.2014 - 08.2015
- Responded to customer inquiry calls, quickly assessing the customers’ needs and problems in order to deliver an ideal solution.
- Handled up to 60 calls daily from dissatisfied customers about missed shipments, addressing issues with lost statements and credit cards.
- Maximised customer satisfaction by resolving service issues promptly.
- Addressed customer service inquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, providing accurate information to resolve complaints and ensure customer satisfaction.
- Performed online troubleshooting: identified problems, gave technical advice and filed service requests.
- Created efficient, user-friendly customer account file for invoicing, promoting regular customer engagement.
Education
Associate in Hotel and Restaurant Management - Associate in Hotel and Restaurant Management
University of Baguio
Baguio City, BEN01-2014
Baguio City National High School -
Baguio City National High School
Baguio City01-2010
Mabini Elementary School
Baguio City, BEN01-2007
Skills
- Technical troubleshooting
- Expertise with Microsoft Office
- Client relationship management
- Call centre management
- Problem resolution
- Client engagement
- Ability to multitask
- Ability to work well under pressure
- Time management
- Exceptional oral and written communication skills
- Effective communication
- Listening skills
- Conflict resolution
- Organised
- Relationship building
- Relationship building
Custom
live:michiechaii
Personal Information
Age: 31
Languages
English
Proficient
C2
Timeline
ESL TEACHER
NOVAKID
11.2019 - 07.2026
ESL teacher
51TALK PHILIPPINES
07.2017 - 02.2018
Customer service Representative
CONVERGYS CORPORATION
10.2015 - 05.2017
Customer service Representative
SITEL PHILIPPINES
04.2014 - 08.2015
Associate in Hotel and Restaurant Management - Associate in Hotel and Restaurant Management
University of Baguio
Baguio City National High School -
Baguio City National High School
Mabini Elementary School