Margrit Erika Tendencia

Margrit Erika M. Tendencia 752 San Ignacio Street, Brgy. Plainview, Mandaluyong City, Philippines 1550 • - •-• www.flexeclass.com SUMMARY Freelance International E-learning Educator in Skype with TEFL (Teaching English as a Foreign Language), TESOL (Teaching English to Speakers of Other Languages) and Master TESOL certifications. Twenty-one years of proven track record in providing one-on-one focused instruction to international students and passionate for incorporating technology in the classroom to empower learners with 21st Century skills. Seeking new opportunities to further enhance my acquired skills and share my expertise with others. EDUCATION West Visayas State University Cum Laude, Bachelor of Arts Major in English WORK EXPERIENCES Freelance Mandaluyong City, Philippines International E-learning Educator in Skype October 2008 – present • Provides personalized and focused instruction to address students’ individual needs • Manages, designs and purchases e-learning materials for students • Evaluates students’ performance and writes behavioral feedback using Teacher Kit App • Coordinates with fellow Microsoft Innovative Educator Experts for Guest Speaking and Virtual Field Trip sessions in Skype • Plays Mystery Skype with students from other countries to develop students’ interviewing skills, critical thinking abilities, new media literacy, cross-cultural competencies and other 21st Century skills • Uses educational games to make learning fun and exciting for students • Records all classes for quality assurance purposes Achievements • 140-hour Master Course of Teaching English as a Foreign Language facilitated by TEFLINK (TEFL) • 120-hour Master TESOL sponsored by the Department of Tourism • 120-hour of Teaching English to Speakers of Other Languages by Asian EFL Journal (TESOL) • Microsoft Innovative Educator Expert • National Geographic Certified Educator • Google Certified Educator Level 1 • Kahoot Certified Educator COMCIATEL Home-based Online Tutorial Pasig City, Metro Manila, Philippines Sole Proprietress • Directly selected, trained and supervised new-hire tutors • Audited class recordings and gave coaching sessions • Monitored tutors’ attendance and managed company finances • Facilitated level testing for new student enrollees • Handled students and parents class feedback • Managed marketing, promotions and company websites December 2008 – August 2014 Fortune Olympic School Jiangmen City, Guangdong, China Primary English Teacher December 2007 – May 2008 • Taught Oral English to Grade Two Chinese students • Constructed instructional materials for Grade Two students • Observed and assisted homeroom advisers in managing the classroom • Worked with department heads to develop school curriculum Telus International Philippines Pasig City, Metro Manila, Philippines Senior Customer Interaction Associate October 2004 – December 2007 Resolution Specialist • Collaborated with US-based clients to address highly-escalated logistics issues of the customers • Helped managed the team's customer service rating to meet client's SLA • Provided coaching sessions to first-level agents if needed • Assisted first-level agents with products’ new policies and updates • Handled cases forwarded to Better Business Bureau and Second-Level escalations • Approved concessions, order exchange, returns beyond standard policy of clients • Logged customer's cases and initiated callback to ensure customer satisfaction and avoid repeat callers Customer Interaction Associate • Handled incoming calls related to customer's orders, delivery, cancellation, etc. • Logged detailed description of customer's concerns • Provided assistance to basic technical concerns and financial issues of the customers • Processed order returns of the customers • Initiated callbacks if needed Training/Special Designation • Leadership Effectiveness and Development Program for Team Captains (Time Management and Confidence Building Training, Workforce Management, E-time & E-Performance Training, Motivational Training, Organizational Development & Employment Relations Training, Email and IM Etiquette, Team Management Training, Performance Management Process, HR for non-HR, Compensation and Benefit Awareness Training, Quality Assurance Training) • Point-Person for Logistics Awards 2004 Agent of the Quarter Best in Attendance West Visayas State University Lapaz, Iloilo, Philippines Language Center, Student Tutor June 1999 – March 2003 • • Tutored Korean and Japanese nationals using guided materials provided by the school to help students improve their overall English skills Did cultural exchange activities to help students explore the city ADDITIONAL SKILLS Software Proficiency • Advanced user of Microsoft Office programs (Word, Excel, PowerPoint, Sway, Outlook, OneNote) • Advanced user of Educational Apps (Teacher Kit, Quipper, Microsoft in Education, Skype in the Classroom) Special Skills • E-learning, Teaching English as a Foreign Language, Teaching English to Speakers of Other Languages, MOOC • Virtual collaboration, cross-cultural competencies, new media literacy • Workforce management , conflict resolution, mentoring, coaching, public relations