PHINMA Araullo University

Master of Arts, Educational Management

2023 - 2025

Central Luzon State University

Development Communication Certificate Course, English Language

2022 - 2023

Wesleyan University - Philippines

Bachelor of Secondary Education, Social Sciences

2021 - 2022

Nueva Ecija University of Science and Technology

Bachelor of Science in Information Technology, Major in Database Applications and Systems Technology

2012 - 2021

University of London

Certification Course, Cybercrime, Information Security Management and Governance

Lancaster University - London

Certification Course, Virtual and Augmented Reality

University of Helsinki, Finland

Certification Course, Ethics of AI

Team Manager

CallNovo Philippines

Mar 2022 - present

As a Team Manager in a Business Process Outsourcing (BPO) company, I lead a team dedicated to assist... ing American customers with their technical concerns and managing escalations. My role involves overseeing daily operations, ensuring top-tier customer service, and maintaining high-quality standards. I recruit, train, and mentor customer service representatives, fostering a positive and collaborative work environment. I handle complex technical issues, monitor interactions for policy adherence, and implement strategies to improve customer satisfaction and first-call resolution rates. Additionally, I develop processes to enhance operational efficiency, track performance metrics, and ensure compliance with service level agreements. By maintaining open communication with clients and senior management, I address cross-functional challenges and drive continuous improvement initiatives. My goal is to deliver exceptional customer support and create a motivated, high-performing team.read more

Part Time College Instructor

Top Link Global College

Sep 2023 - present

As a Part-Time Information Technology and Social Science College Professor, I bring a wealth of know... ledge and industry experience to the classroom, teaching and mentoring students in various aspects of Information Technology. My role involves developing and delivering comprehensive course materials that cover essential IT concepts, programming, networking, and emerging technologies. I strive to create an engaging and interactive learning environment where students can apply theoretical knowledge to practical scenarios. By staying updated with the latest advancements in the IT field, I ensure that my students are well-prepared for the challenges of the tech industry. In addition to teaching, I provide academic support, guide students in their projects, and foster a passion for continuous learning and innovation. My goal is to equip students with the skills and confidence they need to excel in their IT careers.read more

Free Lance English Tutor

Native Camp.net

Jul 2017 - Aug 2020

Native Camp.net allowed me to help students improve their English skills through interactive and eng... aging lessons tailored to their individual needs. I am passionate about teaching and enjoy creating a positive and supportive learning environment where students feel confident and motivated to learn. With a focus on conversational practice, grammar, and vocabulary, I strive to make learning English both fun and effective.read more