ROXANNE CEA
Naga City
Summary
Detail-oriented and tech-savvy professional with over 10 years of combined experience in customer service and education. Adept at handling administrative tasks, calendar management, outbound calls, and client communication. Skilled in remote work environments, with a passion for delivering excellent service and support. Currently transitioning into a Virtual Assistant and Appointment Setter role, ready to help clients stay organized and productive.
Overview
15
15
years of professional experience
Work History
Online Tutor
Tutored by Teacher
12.2024 - 05.2025
- Conduct virtual tutoring sessions in English and Math for elementary students.
- Create engaging digital lesson plans and provide feedback to students and parents.
- Use platforms like Zoom, Google Meet, and Google Classroom to manage online classes.
- Apply strong communication and classroom management skills in a virtual setup.
- Utilized various online platforms and tools to deliver effective tutoring services for remote learners.
Special Education Teacher
Carlsbad Municipal School & Saint Joseph School
01.2017 - 01.2024
- Developed inclusive and individualized lesson plans to support diverse learning needs.
- Maintained consistent communication with parents and tracked student progress.
- Managed classroom schedules and behavioral interventions effectively.
- Fostered a supportive learning environment built on empathy and patience.
Customer Service Representative – Booking and Sales
Stellar Inc
01.2012 - 01.2014
- Provided phone and email support for flight bookings, cancellations, and policy inquiries.
- Made outbound calls to follow up on booking issues, customer requests, and rebooking needs.
- Handled complaints related to baggage, delays, and in-flight services.
- Escalated complex concerns while maintaining high customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Billing and Account Specialist -AT&T
Sutherland Global Service
01.2011 - 01.2012
- Conducted outbound and inbound calls to assist customers with billing, plan upgrades, and account questions.
- Explained services, charges, and U-verse features in detail.
- Ensured timely resolution of concerns and followed up to confirm satisfaction.
- Managed large volumes of accounts and maintained accuracy in documentation.
Trust and Safety Manager
Sutherland Global Service
01.2010 - 01.2011
- Investigated fraud reports, policy violations, and unauthorized activity.
- Resolved disputes efficiently while protecting platform integrity.
- Educated users on safe trading practices and account security.
- Supported enforcement of user restrictions and account reviews.
Education
Master of Arts - Special Education
St. Paul University Dumaguete
Dumaguete City01.2022
Bachelor of Science - Special Education
Ateneo De Naga University
Naga City01.2017
Skills
- Outbound Calling & Lead Generation
- Appointment Setting & Calendar Management
- CRM Tools: Salesforce Service Cloud, Zendesk, Siebel Oracle, BOCRIS
- Email and Chat Management
- Administrative Support & Data Entry
- Online Communication Platforms (Zoom, Slack, Google Meet)
- Strong Written & Verbal Communication
- Basic Graphic Design (Canva, MS PowerPoint)
- Fraud Investigation & Conflict Resolution
- Time Management & Prioritization
- Research & Data Analysis
- Adaptability in Remote Work Environments
- Organization
- Collaboration and teamwork
Timeline
Online Tutor
Tutored by Teacher
12.2024 - 05.2025
Special Education Teacher
Carlsbad Municipal School & Saint Joseph School
01.2017 - 01.2024
Customer Service Representative – Booking and Sales
Stellar Inc
01.2012 - 01.2014
Billing and Account Specialist -AT&T
Sutherland Global Service
01.2011 - 01.2012
Trust and Safety Manager
Sutherland Global Service
01.2010 - 01.2011
Master of Arts - Special Education
St. Paul University Dumaguete
Bachelor of Science - Special Education
Ateneo De Naga University
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