IVONNE MARTINET

English Teacher | Native Camp (Philippines)
July 2022 – Present

• Enhanced students'' speaking skills through regular practice and focused feedback during conversation sessions.
• Five years of experience teaching English to Japanese, Taiwanese, and Korean learners.
• Conduct one-on-one lessons for students of various proficiency levels, focusing on grammar, pronunciation, conversation skills, and business English.
• Assess students’ progress and provide constructive feedback to enhance their learning.
• Engage students in interactive discussions to boost their confidence in speaking English.
• Taught hundreds of students, fostering strong relationships with regular learners, leading to repeat bookings and positive reviews.
• Helped students pass English proficiency exams (TOEIC, TOEFL, IELTS) and prepare for job interviews.

Remote Medical Account Specialist | Assistant Supervisor
iPloy (serving AdaptHealth, a US-based company)

• Assigned to the Medical Account - Stop Billing department, responsible for verifying patients' insurance status (active/inactive).
• Conduct inbound and outbound calls to patients, doctors' offices, and insurance companies.
• Schedule appointments with doctors' offices and manage email correspondence.
• After one year, promoted to Assistant Supervisor, assisting in medical records review and supporting supervisory tasks.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Support Representative | Pearson (Digital Learning Platforms)

• Assisted students, educators, and institutions with inquiries regarding Pearson’s digital learning platforms, textbooks, and online courses.
• Provided technical support to resolve issues and enhance the customer learning experience.
• Served a diverse customer base, primarily native English speakers, ensuring clear and effective communication.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.