Rowena Ensanah
Professional Customer Service Specialist/ ESL Instructor
Pasig City
Summary
Experienced and certified TESOL & TEYL teacher of English | ESL teacher with a conferred master's degree in English as a Second Language. Bringing over 8 years of experience in teaching the English language to international students of different backgrounds, ages, and levels of proficiency, both in-class and online. Accustomed to working in a multicultural classroom environment that promotes the significance of inclusion.
Moreover, highly efficient Senior Associate well established in fast-paced and challenging environments. Results-driven candidate with a successful track record of providing extensive customer support experience, collaborating with clients, promptly identifying needs, and recommending best resolutions and services to accomplish goals.
Overview
23
23
years of professional experience
Work History
Senior Associate
R1 RCM
BGC, Taguig City
06.2022 - Current
- Provided account information to customers related to their previous procedures in the hospital.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Managed over 50 customer calls per day.
- Analyzed customer data to identify trends and anticipate customer needs and used analytical strategies to quickly resolve concerns.
- Followed guidelines and procedures and supported new team members, maintaining a culture of collaboration.
- Had helped co-workers in need willingly and mentored junior staff on customer service strategies and techniques.
Chat Support Specialist
T- Mobile - TTEC
Mandaluyong City
07.2021 - 05.2022
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management. Increased sales by 10% every month.
- Documented all customer information accurately in the computer system, providing dated notes for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
Healthcare Associate
CVS - TTEC
Mandaluyong City
01.2021 - 06.2021
- Supported patients and family members, actively listening to concerns and offering compassionate care.
- Provided family members with general health education regarding Coronavirus and tips for patient care.
- Answered patient inquiries and provided information about CVS services and coronavirus vaccine centers in the US.
- Identified customer needs and wants to enhance customer experiences. Managed and responded to queries over 50 calls every day.
Online English Teacher
51 Talk, Inc China- Philippines
WFH
04.2017 - 02.2021
- Worked with students between ages 4 yrs old to adults on grammar, pronunciation, and sentence construction.
- Conduct 25-minute, one-on-one English lessons for Chinese Kids or adults online. Taught Beginner, Pre-intermediate level students (young learners), and intermediate effectively and promote fun and engaging lessons.
- Highlight: promoted to Senior Teacher B.
- Established being a creative and resourceful teacher with three (3) years of varied instructional styles such as play-based learning to young learners through using Realia, TPR, and encouraging & critical- stimulating discussion with adult learners.
- Has delivered successful instructions to 4,227 children and adults on the platform.
- Works to create an engaging, stimulating, and encouraging class atmosphere that best suits every student's needs and interests and maintained a reward system to boost learners' performance in the class.
ESL Teacher
Cloud English Teaching and Training
Ortigas
09.2019 - 05.2020
- Educated students on the basics of English grammar, reading, and conversational speaking.
- Coached students on English pronunciation and intonation for eloquent conversation.
- Conducted successful personalized & efficient instruction to 2000+ Korean and Japanese students based on the chosen course for over 8 months.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Used positive reinforcement and provided clear feedback to help students succeed
Customer Service Representative
METLIFE- SITEL
Mandaluyong City
11.2017 - 05.2018
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Part-time English Lecturer
IIUM Centre for Continuing Education
Kuala Lumpur
04.2014 - 08.2016
- Provide teaching duties by providing full instructions on Grammar, Reading, Speaking and Writing English to international students.
- Plan and implement pedagogical methods & strategies.
- Effectively differentiate instructions in order to meet students' learning styles.
- Successfully conducted lessons and taught university students according to the course designated.
- Designed class schedules, and prepared & marked quizzes, periodic tests, and end-term examinations for 25 - 30 students per class (3 classes) of multi-cultural backgrounds.
- Prepared & supervised extracurricular activities, and accompanied students on excursions, ensuring their welfare and safety together with other teachers.
- Highlight: Acted and assisted new co-EFL teachers in teaching skills and monitoring them through coaching.
ESL Instructor
IFLA, IIUM
Kuala Lumpur
05.2011 - 08.2011
- Taught classes daily with advanced, beginner, and intermediate levels of students.
- Instructed students in using visuals, games, and textbooks to improve writing, speaking, and reading skills.
- Offered one-on-one tutoring to improve student classroom performance, boosting overall performance.
- Set assessments to measure student progress and identify growth opportunities.
- Ensured that all students understand the course curriculum and supported weak students who required extra help and guidance, resulting in a 35% success rate in writing and reading comprehension among beginner-level students.
Primary School Teacher
International Islamic Primary School
Kuala Lumpur
11.2010 - 05.2011
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Fostered positive and pleasant classroom culture while maintaining learning development goals.
- Developed positive rapport with students of various and diverse backgrounds.
- Developed communicative relationships with students and parents to support learning.
- From Subject teacher, appointed to be an Adviser to 28 children for Grade 2. Taught English, Science& Math to Grade 2. Assigned to be a Substitute teacher for Grades 4 -5. Subjects: English, Physical Education (PE), and Islamic Studies (English).
- Highlight: Assigned & performed as a trainer and conducted a 2-day Pronunciation training.
English Language Teacher
RIMA College
Kuala Lumpur
06.2010 - 11.2010
English Language Instructor
Erican College
Kuala Lumpur
07.2009 - 05.2010
English Language Teacher
CRWMC/ ELIT Language Center
Kuala Lumpur
11.2008 - 06.2009
English Language Instructor
ELS Language Center
Kuala Lumpur
10.2007 - 09.2008
- Developed, planned, and implemented lesson plans and students’ activities in accordance with ELS guidelines. 90% of the lessons were created and developed on a monthly basis.
- 100% of the lessons were delivered and taught daily based on the ELS (company) US curriculum to international students of varied English Proficiency levels: Beginners, Pre-intermediate, and Intermediate.
• Handled other administrative tasks as defined by the company's administration. - Identified students struggling with the material and made arrangements to meet one-on-one during study hall or other time periods to provide additional instruction in a one-on-one environment.
- Established positive classroom management boundaries to create safe, known environment for behavior among students.
Project Technical Assistant
Department Of Social Welfare And Development
06.2000 - 09.2003
- Prepared project or program presentations and other materials for advisory meetings with local officials.
- Implemented corrective action procedures within prescribed guidelines for issues, escalating high priorities to other implementing resources.
- Reviewed product-specific resources to determine optimal implementation.
- Updated manager on status of projects.
Education
Master of Arts - English As A Second Language (ESL) And Linguistics
Universiti Malaya
Malaysia12.2015
Bachelor of Science - Social Work
Western Mindanao State University
Philippines04.1998
Skills
- Classroom Management
- Experience School teaching
- Lesson Planning
- Patient evaluation
- CRM Navigation
- Risk Assessment Management
- Research & Investigation
- Performance improvement
- Customer service orientation
- Preparing reports
- Computer competencies
Certification
- Certified TESOL & TEYL, sponsored by 51Talk
- Master in English as a Second Language & Linguistics
Timeline
Senior Associate
R1 RCM
06.2022 - Current
Chat Support Specialist
T- Mobile - TTEC
07.2021 - 05.2022
Healthcare Associate
CVS - TTEC
01.2021 - 06.2021
ESL Teacher
Cloud English Teaching and Training
09.2019 - 05.2020
Customer Service Representative
METLIFE- SITEL
11.2017 - 05.2018
Online English Teacher
51 Talk, Inc China- Philippines
04.2017 - 02.2021
Part-time English Lecturer
IIUM Centre for Continuing Education
04.2014 - 08.2016
ESL Instructor
IFLA, IIUM
05.2011 - 08.2011
Primary School Teacher
International Islamic Primary School
11.2010 - 05.2011
English Language Teacher
RIMA College
06.2010 - 11.2010
English Language Instructor
Erican College
07.2009 - 05.2010
English Language Teacher
CRWMC/ ELIT Language Center
11.2008 - 06.2009
English Language Instructor
ELS Language Center
10.2007 - 09.2008
Project Technical Assistant
Department Of Social Welfare And Development
06.2000 - 09.2003
Master of Arts - English As A Second Language (ESL) And Linguistics
Universiti Malaya
Bachelor of Science - Social Work
Western Mindanao State University
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