Ma Aiza Begoor

Ma. Aiza Begoor Email-Mobile: - Objective My primary objective is to provide a safe and nurturing learning environment that encourages student growth and development. I aim to facilitate engaging and challenging instruction that fosters a love for learning, critical thinking, and problem-solving skills. Experience Summary: Teaching: 5+ years of professional coaching in Training institutions providing online education for English language to foreign & non-native students Corporate: 9+ years of professional services experience in Business Process Outsourcing domain. Main areas of experience include Customer Service, Order Management & Technical Support across Manufacturing, Media & Telecom, Retail and Consumer industry verticals. Last role held was Order Management & Customer service specialist in Wipro Philippines Education Qualifications: Degree and Date Institute Bachelor of Science Degree, Major in Chemical Engineering with Computer Application- University of St. La Salle- Bacolod, Philippines Career Profile Dates Organization Role - Acadsoc English teacher - ABC360 English Teacher 2015 Wipro Philippines Order Management & Customer Service Convergys Philippines Services Corporation- Stream Global Services (Currently Convergys Phil Services Corp) Customer Service, Sales Associate, Technical support Achievements • Taught Advanced English to over 100 students & contributed to improving student test scores through high degree of education customization • Continued appreciation R&R from Leaders, stakeholders and team members as a ‘Go-to’ Subject Matter Expert on driving exceptional customer service metrics • Promotion and leading a diverse operations team in under 3 years as TL and SME • “Miss Congeniality” Award for exceptional interpersonal skills Skill Credentials • Tesol certification: for professional teaching to overseas and online students • Languages known: English, Tagalog, Cebuano • MS office: Word, Excel, PowerPoint (Advanced) • AI Data Science Application: SQL Server Developer • Helpdesk: Certified Software & Hardware technical support (Intermediate) • Customer & Stakeholder management, team handling, reporting • Certified professional Baker for Cakes & Confectionaries Experience Details TEACHING: Acadsoc & ABC360 - Philippines (2016 – 2019) Key responsibilities: • Instructed English to children aged 3 to 10, fostering an interactive and engaging learning environment through well-designed activities. • Organized and facilitated classroom activities, group projects, and hands-on learning experiences to enhance student understanding and participation. (online and offline). • Planning and delivering effective instruction across various language skills and grade levels, assessing and monitoring student progress, and providing individualized support and intervention as needed. • Collaborating with colleagues, parents, and community members to support student learning and achievement is an essential responsibility of an elementary school teacher. • Designed and implemented performance improvement plans for underperforming students in consultation with parents and administrative staff • Methodically planned and executed lesson plans, including collecting necessary resources to complete a given lesson • Maintain a positive classroom environment that promotes student engagement, behavior management, and social-emotional development. CORPORATE: Wipro Philippines – Order Management & Customer Service (2015) Key Responsibilities • Handle order entry, processing, returns, disputes, and customer support for leading APAC consumer co. • Assisted in pilot batch setup, training, documentation, and testing of operations for client's new processes • Offer a single point of contact for customer service & troubleshooting • Manage & develop strong relationships with key internal and external customers • Ensuring that all customer interactions are addressed immediately, and professionally and courteously including queries, issues, escalations, and resolutions to ensure high customer satisfaction and increase sales • Coach agents on their performance and do root cause analysis to identify the strengths and weaknesses of an agent. Determine the areas of improvement. • Create an action plan for the team to correct the behavior and improve skills. • Consistent achievement of all individual and shared daily/weekly/monthly & quarterly KPI’s. • Actively seek business development opportunities, actively promote new products Convergys – Customer Service, Sales & technical support -) Key Responsibilities • Full-time customer service sales representative for payroll accounting process • Responsible for coaching Accountants to use payroll software. • Assisted in improvements in the payroll software. • Responsible to processing & supporting direct deposits for employees’ salaries & taxes. • Multi-channel customer support for different products & services • Process sales for upgrades and addition of phone lines. • Full-time technical representative for a computer manufacturer • Responsible for fixing customers' computers both hardware and software. • Assist customers in diagnosing computer issues and provide solutions