Dixie Joy M. Zerna
Tanjay City
Summary
Team-oriented and well-organized individual with minimal work experience exploring the possibility of getting hired and be part of the Marketing Team in your prestigious company. Summary of Qualifications: Computer literate and skills for MS Office Application (Word, Excel and Power Point) Proficient in English and Filipino languages Can work with minimum supervision, amenable to shifting schedules and can work with accuracy and precision even under pressure
Overview
10
10
years of professional experience
21
21
years of post-secondary education
1
1
Certification
1
1
Language
Work History
ESL Teacher
RareJob Inc
10.2019 - 12.2023
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Attended workshops to learn about student motivation and engaging learning activities.
- Educated students in basics of English grammar and conversational speaking.
- Developed activities and integrated technology to diversify instruction.
Analyst
Qualfon, , Phil, s
Dumaguete City
07.2022 - 07.2023
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Optimized core processes to improve business performance and operational agility.
Chat Support Representative
Qualfon-Dumaguete City
07.2016 - 07.2022
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Developed exemplary writing skills through continued correspondence with upwards of customers per day.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
Lead Generation Specialist
LeadGenerations Ltd
07.2018 - 08.2019
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Entered data into [Software], ensuring accuracy and uniformity.
- Built prospect lists of potential new customers through research and identification of business opportunities.
Customer Service Representative
QUALFON
Dumaguete City
11.2013 - 07.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Plaza Central School
01.1999 - 04.2005
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Tanjay City Science High School
01.2005 - 04.2009
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Negros Oriental State University
01.2010 - 04.2017
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Cebu Institute of Technology
01.2017 - 04.2020
Skills
Conversational Language Acquisition Techniques
Complaint resolution
Calm disposition
Technical Support
Problem-solving skills
Performance improvement
Account management
Sales expertise
Customer Relationship Management
Certification
Six Sigma Green Belt
Timeline
Six Sigma Green Belt
09-2023
Analyst
Qualfon, , Phil, s
07.2022 - 07.2023
ESL Teacher
RareJob Inc
10.2019 - 12.2023
Lead Generation Specialist
LeadGenerations Ltd
07.2018 - 08.2019
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Cebu Institute of Technology
01.2017 - 04.2020
Chat Support Representative
Qualfon-Dumaguete City
07.2016 - 07.2022
Customer Service Representative
QUALFON
11.2013 - 07.2016
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Negros Oriental State University
01.2010 - 04.2017
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Tanjay City Science High School
01.2005 - 04.2009
Plaza Central School
01.1999 - 04.2005