Joanna Perez

JOANNA PEREZ Profile A highly skilled professional with 5 years of experience in both customer support and ESL teaching. Adept at managing client relationships, providing effective solutions, and teaching English to a diverse range of learners. Committed to delivering exceptional service and ensuring customer satisfaction. Strong organizational skills, attention to detail, and a passion for helping people learn and grow. Work Experience --13 Evangelista St. West Bayan Park, Baguio City - Intercontinental Hotels and Resorts Customer Care Representative Provided high-quality customer service by addressing guest inquiries, resolving complaints, and ensuring a positive experience during their stay. Processed special requests, such as room upgrades, and coordinated services to ensure guest satisfaction. Education Managed guest reservations, cancellations, and modifications across multiple platforms, maintaining Bachelor of Arts in Psychology University of Perpetual Help - System 2016 - 2019 Bachelor of Science in Accountancy accuracy and efficiency- Thoughtfocus, LLC Process Associate Assisted in processing mortgage applications and coordinated with borrowers, underwriters, and lenders to University of Saint Louis ensure timely approval. 2014 - 2016 Utilized CRM tools to track the loan application process, updating clients and internal teams on status changes. Managed and reviewed loan documentation to ensure Expertise Customer Support Problem Solving & Conflict Resolution accuracy and compliance with industry regulations- Claivoyance Academy - Virtual Training English Trainer Trained aspiring ESL teachers by providing comprehensive instruction on lesson planning, Multitasking & Time Management classroom management, and effective teaching methodologies. Client Satisfaction & Retention Assessed trainee progress and provided personalized feedback to ensure skill development and readiness for professional environments. Language English Acadsoc- ESL Teacher Taught English as a second language to a diverse group of students whose first language was not English, ranging from beginner to advanced levels. Fostered an engaging classroom environment, using interactive activities and multimedia to support various learning styles.