Junior Solutions Engineer 1

• May 2019 - Present

Junior Solutions Engineer 1

• Jan 2019 - Present

Software Asset Management Consultant Trainee

• Jul 2018 - Jan 2019

English as Second Language Tutor

• Aug 2011 - Jul 2018

Alongside being a volunteer HOPE World Wide worker and church administrator , I was also an ESL tutor. I coached students and professionals with English-speaking levels ranging from basic to advanced.I prepared teaching materials based on their learning goals be it conversational speaking or IELTS and TOEFL exam preparations. With this ,I was able to build rapport with students from China, Korea and Taiwan. I was able to create a trusting atmosphere through sensitivity to students' strengths, weaknesses, and personal learning styles.

Quality Analyst

• Mar 2007 - Jun 2011

During my time as a Quality Analyst, I became one of the mentors that provided product knowledge training in order to bridge gaps between product know-how and effectively resolving customer issues with their purchased product.I also monitored calls; either side-by-side or by remote monitoring after which, I gave feedback to agents on correct call handling. In line with this,I shared best practices and supported new hires and production agents so they can achieve site goals and metrics.In addition,I also facilitated Joint Call Monitoring calibration with the clients and coaches.

Product Specialist

• Mar 2006 - Mar 2007

As a Product Specialist, I was responsible for assisting production teams by providing solution to agent inquiries. Part of my task is furnishing weekly accomplishment of Escalation Scrubbing Report as well as furnishing daily reports on system issues.

Technical Support Representative

• May 2004 - Mar 2006

After deciding not to pursue government employment, I worked as a Technical Support Representative where I took calls from North American customers and assisted them in troubleshooting merchandise they bought from the company such as laptops, cameras and other devices.