CHARLENE SECO
Customer Support Specialist | Virtual Assistant
Cebu City
Summary
I graduated as a nurse, but my curiosity led me to explore diverse fields, from travel and education to the corporate world and media. My career began as an on-call administrative assistant at a sports and health club, but I soon transitioned to online teaching. Seeking new challenges, I ventured into the corporate world, taking on technical support and customer service roles.
My journey also took me abroad, where I spent six enriching years living and working in Hanoi, Vietnam. Stepping further out of my comfort zone, I volunteered in news reporting for three years, honing my communication and adaptability skills.
At my core, I am driven by a desire to help others and make a positive impact—values deeply inspired by my family. In every role I take on, I bring strong attention to detail, patience, excellent organizational skills, and effective communication.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Project Manager
Tellwell Publishing
07.2022 - Current
- Project Planning: Develop and manage project timelines, budgets, and resource allocation to ensure successful completion of publishing projects
- Team Coordination: Collaborate with authors, editors, designers, and marketing teams to facilitate communication and ensure everyone is aligned with project goals
- Quality Control: Oversee the editing and production processes to maintain high standards of quality for all published materials
- Stakeholder Management: Serve as the main point of contact for stakeholders, providing regular updates on project progress and addressing any concerns that arise
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
English Instructor
Various ESL Centers
04.2016 - 03.2022
- Teach basic, conversational, and business English to Japanese and Vietnamese students of all ages
- Prepare tailored lesson plans for each individual class
- Instruct students in Business English, EIKEN (English Proficiency Test for Japanese students), and exam preparation for IELTS, TOEIC, and TOEFL
Junior Host to Account Expert to Executive Assistant to CEO
ZebraLounge
10.2014 - 02.2016
- Respond to guest inquiries and emails promptly
- Prepare daily reports summarizing answered emails
- Implement social media marketing strategies to promote serviced apartments to a global audience
- Supervise and assist a team of Junior Hosts
- Make international phone calls to address and fulfill guest needs
- Evaluate the weekly and monthly performance of Junior Hosts
- Manage various administrative tasks for the company
- Conduct international calls to market the services offered by the company
- Arrange meetings and communicate with potential clients and real estate brokers in Cebu, Philippines, to explore property options
- Perform recruitment, staffing, and hiring functions as needed
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
Technical Support Representative
Convergys
08.2013 - 07.2014
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Online ESL Teacher
ITalkEnglish
08.2009 - 05.2013
- Teach the English language primarily to Japanese
then to other non-English speaking students
online and evaluate their performance based on
set guidelines. - Communicated with students using Skype, webcams and headphones.
- Provided instruction using textbooks, worksheets, games and visuals to help improve reading, writing, speaking and listening skills.
- Boosted reading comprehension levels for struggling students through targeted tutoring and personalized lesson plans.
- Combined students' personal interests with lesson objectives to create student-specific activities.
Education
Bachelor of Science - Nursing
Benedicto College
06.2006 - 03.2008
Bachelor of Science - Nursing
Cebu Doctors' University
06.2003 - 03.2006
High School - undefined
LITTLE ANGELS MONTESSORI SCHOOL OF CEBU
06.1999 - 03.2003
Skills
Computer Skills
Project management
Project planning
Technical support
Task prioritization
Customer relations
Team collaboration
Performance improvements
Conflict management
Data review
Customer relations specialist
Verbal and written communication
Project development
Problem-solving
Team management
MS office
Data entry
Multitasking
Calm under pressure
Organization and time management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leaveFlexible work hoursTimeline
Project Manager
Tellwell Publishing
07.2022 - Current
English Instructor
Various ESL Centers
04.2016 - 03.2022
Junior Host to Account Expert to Executive Assistant to CEO
ZebraLounge
10.2014 - 02.2016
Technical Support Representative
Convergys
08.2013 - 07.2014
Online ESL Teacher
ITalkEnglish
08.2009 - 05.2013
Bachelor of Science - Nursing
Benedicto College
06.2006 - 03.2008
Bachelor of Science - Nursing
Cebu Doctors' University
06.2003 - 03.2006
High School - undefined
LITTLE ANGELS MONTESSORI SCHOOL OF CEBU
06.1999 - 03.2003