Shellamae Belia
Consolacion
Summary
Experienced ESL Teacher and Customer Service Representative with a proven track record in enhancing student learning and customer satisfaction. Demonstrated expertise in delivering virtual ESL lessons, facilitating language acquisition, and providing tailored support to international students. Skilled in active listening, problem-solving, and utilizing CRM systems to manage customer interactions effectively. Known for a positive attitude, strong verbal communication skills, and the ability to adapt to diverse personality types. Committed to fostering an engaging learning environment and achieving excellence in customer service.
Proven ability to generate leads and close deals while maintaining high standards of professionalism. Emphasizes team collaboration and adaptability to achieve consistent results. Proficient in customer needs analysis and persuasive communication.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Concentrix
Cebu City, Province Of Cebu, Philippines
06.2025 - 12.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided timely support to customers via phone, email, and chat channels.
- Collaborated with team members to streamline workflows and enhance service delivery.
- Documented customer interactions accurately in CRM systems for future reference.
- Maintained up-to-date knowledge of product offerings to provide informed assistance.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- 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.
ESL Teacher
NE Learning Inc.
04.2024 - 04.2025
- Applied active listening to identify and solve problems, facilitate learning for students and build student confidence.
- Monitored student development, providing additional support as needed to aid progress towards learning goals.
- Created reports of student grades and progress for personal, student and parent review.
Customer Service Representative
Concentrix
11.2023 - 01.2024
- Identified issues, analysed information and provided solutions to problems.
- Utilised CRM systems to record customer interactions, process orders, and manage customer data efficiently.
- Managed inbound customer calls to address queries and provide product information, enhancing customer satisfaction.
ESL Teacher
Bridge Culture Inc.
09.2021 - 05.2023
- Provided international students with English language skills to improve communicative ability in speaking, listening, reading and writing.
- Delivered teachings in neutral accent to encourage clear, easy-to-understand student repetition.
- Conducted one-to-one tutoring sessions to address individual student challenges in language acquisition.
Education
Education
Cebu Normal University
Main campus2022
Skills
- Online teaching experience
- Virtual ESL lessons
- Positive attitude toward clients
- One-to-one teaching
- Patient and resilient
- Strong verbal communication skills and attention to details
- Customer focus and adaptability to different personality types
- Able to multitask, and manage time effectively
- Product knowledge
- Microsoft Office Suite
- Documentation
- Product sales
- Product and service solutions
- Lead generation
Hobbies and interests
- singing
- listening to music
- watching movies
- playing sports
- loves on exploring new opportunities
- continuous learning and growth
Timeline
Customer Service Representative
Concentrix
06.2025 - 12.2025
ESL Teacher
NE Learning Inc.
04.2024 - 04.2025
Customer Service Representative
Concentrix
11.2023 - 01.2024
ESL Teacher
Bridge Culture Inc.
09.2021 - 05.2023
Education
Cebu Normal University