440 Santo Tomas
Sasmuan, Pampanga-/--live:mariejeanroncalserrano
MARIA REGINA RONCAL SERRANO
OBJECTIVE
SKILLS
WORK
HISTORY
Experienced ESL teacher and customer and technical support representative. Looking
for new work opportunities to acquire new skills and expand my career.
• Bilingual: Filipino and English
• Proficient with FreshDesk, Zendesk, SnapEngage, AirCall, Shopify, ShipHero,
Upscribe, Textline, PostScript, and CallTools.
• Well-organized and detail oriented
• Capable of multi-tasking efficiently
CUSTOMER SERVICE REPRESENTATIVE
MaryRuth Organics LLC
December 2020- March 2021
• Handling multiple live chats, email inquiries (FreshDesk), answering
calls (AirCall), and responding to texts (Textline)
• Answering product and order related inquiries
• Providing assistance with account management
COLD CALLER
Wonder Property US
October 2020
• Contacting and pre-qualifying home owners
• Entering gathered data of potential leads into CRM
• Creating an end of day report
NON-VOICE CHAT AND TECHNICAL SUPPORT RESPRESENTATIVE
TopData Global IT Solutions Inc
November 2019- September 2020
• Handling multiple live chats (SnapEngage) and email inquiries
(ZenDesk)
• Answering account and service related inquiries
• Helping customers troubleshoot tech issues
QUALITY ASSURANCE SPECIALIST
Spicus Co., Ltd. Philippine Branch
September 2018- August 2019
• Evaluating phone classes
• Training tutors
• Creating action plans
• Conducting client surveys
• Monitoring student attendance
HEAD TEAM LEADER
Spicus Co., Ltd. Philippine Branch
August 2017-August 2018
• Facilitating classes
• Conducting level tests to gauge students’ levels
• Supervising team leaders
• Delegating tasks and setting deadlines
• Overseeing day-to-day shift operation
• Addressing personal and work-related concerns of team members
• Scheduling and handling training of team members
• Monitoring and evaluating performance of team leaders and team
members
• Interviewing applicants applying for a position as a tutor
• Facilitating up-training of different teams
• Proof-reading articles
TEAM LEADER
Spicus Co., Ltd. Philippine Branch
March 2016-July 2017
• Facilitating classes
• Conducting level tests to gauge student’s levels
• Coaching and mentoring team members
• Assisting work related concerns of members
• Setting team goals
• Creating action plans needed in training team members
• Facilitating daily up-training of the team
• Conducting mock classes with trainees
ENGLISH TUTOR
Spicus Co., Ltd. Philippine Branch
April 2015-February 2016
• Facilitating classes
• Accomplishing monthly evaluation of students
EDUCATION
BACHELOR OF SECONDARY EDUCATION
MAJOR IN ENGLISH
Don Honorio Ventura Techonological State University
June 2011-March 2015
SECONDARY EDUCATION
Guagua National Colleges – Montessori Program
June 2005-March 2009
CHARACTER REFERENCES
KARL ABRAHAM MORALES
Training Manager
Spicus Co., Ltd. Philippine Branch--ARA BESS P. DE LEON
Head Team Leader
Spicus Co., Ltd. Philippine Branch--
