Rizza Joy Mateo
Pasay City,Philippines
Summary
Results-driven professional with expertise in customer relationship management and conflict resolution. Delivers tailored solutions through effective communication and problem-solving. Experienced in teaching and mentoring, fostering supportive environments that enhance student learning. Skilled in adapting lesson plans to diverse learning styles and promoting educational growth.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Volunteer Teacher
TK3 PASAY -NGO
Pasay, Philippines
11.2018 - Current
- Assisted in planning, creating, developing and sourcing teaching materials.
- Delivered engaging educational content to students of various age groups, adapting lessons to meet diverse learning needs.
- Facilitated exciting learning opportunities to build student confidence and competence in current curriculum.
- Provided extra support to struggling or underachieving children through effective one-on-one tutoring.
- Prepared children for new areas of learning by developing engaging, innovative lesson structures.
- Monitored progress through classwork, coursework and project marking to provide extra support for struggling students.
- Collaborated with fellow volunteers and teachers to share best practices and resources, improving team effectiveness.
Social Science Teacher
STI Pasay Edsa
Pasay, Philippines
08.2024 - 02.2025
- Implemented classroom management techniques effectively, creating a positive and focused learning environment.
- Participated in professional development workshops focused on innovative educational techniques for social sciences.
- Assessed student progress through assignments and exams, providing constructive feedback to support academic growth.
- Built student confidence through interactive teaching and conducting character-building exercises.
- Developed rapport with students and built constructive professional relationships to maintain positive learning environments.
- Conducted parent-teacher meetings, communicating student progress and addressing concerns collaboratively.
- Evaluated students' progress and possible barriers to learning.
- Collaborated with colleagues to integrate interdisciplinary approaches in teaching social sciences.
Customer Service Representative
Foundever
Makati, Philippines
03.2022 - 08.2024
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
- Followed-up on customer interactions to provide further support.
Apprentice Team Leader
Foundever
Makati, Philippines
04.2023 - 02.2024
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Delivered quality service with friendly and professional demeanour.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Led a team of 15, fostering a collaborative environment to boost productivity and morale.
Customer Service Representative
Concentrix
Pasay City, Philippines
09.2020 - 01.2021
- Addressed customer service enquires quickly and accurately.
- Maximised customer satisfaction by resolving service issues promptly.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Processed and issued product orders and service upgrades for customers.
Education
Master of Arts - Masters of arts in Education
National Teachers College
Manila01-2025
A-Levels - Advance Leadership Program
Sitel Group Of Company
Makati City01-2023
Bachelor of Science - EDUCATION
CITY UNIVERSITY OF PASAY
Pasay City01-2022
Skills
- Lesson planning
- Curriculum development
- Student assessment
- Classroom management
- Customer service
- Call centre operations
- Customer relationship management
- Team leadership
- Data entry
- Microsoft Office
- Active listening
- Adaptable communication
- Communication skills
- Conflict resolution
- Positive reinforcement
- Collaborative problem solving
- Empathy understanding
- Relationship-building
- Multi-tasking
- Basic computer knowledge
Languages
English
Advanced
C1
Filipino
Proficient
C2
Certification
- License professional Teacher
- Certified Team Leader
- Certified Social Science Teacher
Timeline
Social Science Teacher
STI Pasay Edsa
08.2024 - 02.2025
Apprentice Team Leader
Foundever
04.2023 - 02.2024
Customer Service Representative
Foundever
03.2022 - 08.2024
Customer Service Representative
Concentrix
09.2020 - 01.2021
Volunteer Teacher
TK3 PASAY -NGO
11.2018 - Current
Master of Arts - Masters of arts in Education
National Teachers College
A-Levels - Advance Leadership Program
Sitel Group Of Company
Bachelor of Science - EDUCATION
CITY UNIVERSITY OF PASAY