Ring Central
Honey Laya
Customer Service Representative
Dasmarinas, Province Of Cavite
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
24
24
years of professional experience
11
11
years of post-secondary education
Work History
English as a Second Language Teacher
Douzone E&H in Philippines
08.2017 - Current
- Educated students in basics of English grammar and conversational speaking.
- Created and delivered engaging lesson plans to accommodate different learning styles.
Customer Service Representative
AT&T - DirecTV
01.2014 - 08.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Executive Assistant to the Chairman and CEO
Private Company
09.2011 - 08.2013
- Expedited decision making for the Chairman and CEO by researching relevant information, preparing reports, and presenting findings concisely.
- Managed complex calendars successfully, accommodating last-minute changes and ensuring timely attendance to all appointments.
- Served as the primary point of contact for both internal and external stakeholders, maintaining professionalism in all interactions.
Online English Instructor
Standby English Online
01.2009 - 12.2010
- Monitored student progress through regular assessments, identifying areas for improvement and adjusting instruction accordingly.
- Boosted student engagement with creative, thematic lesson plans tailored to individual needs and interests.
- Incorporated real-world examples into lessons to enhance relevancy and boost student interest in subject matter.
Online English Instructor
TCA Online English Academy
02.2005 - 12.2008
- Utilized effective questioning techniques to encourage critical thinking skills among students during discussions and group activities.
- Adapted teaching methods according to individual student needs, leading to increased academic success across the board.
- Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
Caregiver
Home Care Australia
02.2001 - 03.2004
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
Education
Bachelor of Science - Nursing
Mary The Queen College of Science And Tech.
01.1997 - 01.2001
Bachelor of Science - Biology
Our Lady of Fatima University
01.1997 - 01.2001
Secondary Education - undefined
Diliman Preparatory School
01.1994 - 01.1997
Skills
CRM software
Conflict resolution
Call handling
Customer engagement
Problem-solving
Adaptability and flexibility
Customer relations
Microsoft Excel
Scheduling
Completed Trainings
- Speech Power Basic Course, 01/01/95 - 12/31/96, Pronunciation and Speaking
- I-Connect Convergys Philippines, 01/01/08, American Accent
- I-Connect Convergys Philippines, 01/01/08, Culture Sensitivity
Software
Microsoft Office Suite
Google Workspace
Timeline
English as a Second Language Teacher
Douzone E&H in Philippines
08.2017 - Current
Customer Service Representative
AT&T - DirecTV
01.2014 - 08.2016
Executive Assistant to the Chairman and CEO
Private Company
09.2011 - 08.2013
Online English Instructor
Standby English Online
01.2009 - 12.2010
Online English Instructor
TCA Online English Academy
02.2005 - 12.2008
Caregiver
Home Care Australia
02.2001 - 03.2004
Bachelor of Science - Nursing
Mary The Queen College of Science And Tech.
01.1997 - 01.2001
Bachelor of Science - Biology
Our Lady of Fatima University
01.1997 - 01.2001
Secondary Education - undefined
Diliman Preparatory School
01.1994 - 01.1997
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