Keisha Federico

About the Candidate

KEISHA CAMILLE N. FEDERICO

# 14 Grace Pauline, Mabayuan

Olongapo City, Zambales Philippines 2200 Cell number: +639462012672

Email: [email protected]

 

 

WORK EXPERIENCES:

 

1.  Company’s Name: Sutherland Global Services
Clark Freeport Zone, Pampanga November 2013-February 2014 Job Position: Technical Consultant

Job Responsibilities:
–         Receives phone calls from U.S. customers.

–         Assists/resolves technical issues regarding Hughes Net satellite internet connectivity.

–         Process service or installation requests, provide advice to maximize, quality internet reception.

 

 

2.  Company’s Name: Moonkkang Talk Inc.
SBECC Admin Bldg. Efficiency St. SBGP 1, Subic Bay Freeport Zone, 2222

 

July 28, 2014- August 30, 2016
Job Position: Full-time office-based Online ESL Teacher to South Korean students

Job Responsibilities:
–         Provides English language lessons to South Korean students through video class or phone class.

–         Monitors and evaluates students’ progress.

–         Gives recommendations on how to improve their English grammar, vocabulary, and pronunciation.

 

 

 

3.  Company’s Name: ABC360 Hong Kong Shawn Technology Ltd.
Philippine Branch

 

September 11, 2016 – September 9, 2019
Job Position: Full-time home-based Online ESL Teacher to Chinese students Job Responsibilities:

–         Provides English language lessons through online service tools (Skype or QQ) including HK Shawn’s platform.

–         Monitors and evaluates students’ progress.

–         Gives recommendations on how to improve their English grammar, vocabulary, and pronunciation.

 

 

4.  Company’s Name: Exact Star BPO Services
SBECC Admin Bldg. Efficiency St. SBGP 1, Subic Bay Freeport Zone, 2222

 

November 18, 2019 –May 20, 2020
Job Position:  Customer Service Representative (Technical Consultant)

Job Responsibilities:
–         Receives phone calls from U.S. customers to assist them with their technical and billing concerns with their mHelpDesk software subscription

–         Assists customers on how to use mHelpDesk software features via Zoom meeting.

–         Provides teaching demo videos to customers on how to navigate their mHelpDesk software using Snagit.

–         Provides follow-up emails to customers about their mHelpDesk billing and technical issues.

–         Communicate with the mHelpDesk team using Slack.

 

 

 

5.  Company’s Name: Southeast Integrated Scooling Inc.
2nd flr Yese Bldg, Lots 6 7 & 8 Greenwoods Park, CBD Area Subic Bay Freeport Zone, 2222

November 25, 2020 –June 18, 2021
Job Position: Part-time online ESL tutor to South Korean students

 

Job Responsibilities:
–         Conducts online ESL classes using Zoom.

–         Monitors and evaluates students’ class performance by giving proper corrections and recommendations to help them improve their English skills.

 

 

 

 

 

 

 

 

 

 

 

6.  Company’s Name: Weblio Philippines, Inc.

6th floor, ITC Building, 337 Sen. Gil Puyat Ave., Makati City, 1209 Philippines

 

October 2020 – February 2022

Job Position:  Part-time online ESL tutor to Japanese student

 

Job Responsibilities:

–         Provides online tutorial services to Japanese students for the improvement of their English communication skills through WebRTC (Weblio’s teaching platform).

–         Monitors and evaluates students’ class performance by giving proper corrections and recommendations to help them improve their English skills.

 

 

 

 

7.  Company’s Name: Ingram Micro
April 18, 2022 – February 16, 2024

 

12th Floor, 2 WS Building McKinley Hill, Bonifacio Global City Taguig 1634 Philippines

Job Position:  Associate II, Customer Support

 

Job Responsibilities:

 

–         Process credit or refund for the products that the Ingram Micro Resellers want to return.

–         Monitors the shipment of the customer’s orders in Purolator, UPS, Canada Post, or FedEx.

–         Filing and investigating the lost shipment claim requests of the customers for their orders.

–         Processing product return requests from the customers.

–         Informing the customers of the ETA of their orders.

–         Assisting customer on how to use the Xvantage portal so they could submit their products return and claim requests on their own.

–         Processing re-invoicing for the errors that the sales representatives have made to issue the customers correct invoices for their orders.

–         Processing the credit and debit for the orders that have over shipment.

–         Answering calls via Jabber/Finesse to assist the customer for their concerns.

–         Correcting pricing discrepancies in the customer invoices.

–         Coordinating with the carriers for the investigation of the short shipment and lost shipment of the orders.

–         Working with Ingram warehouse representatives for the credit of product returns, investigation of short shipment, over shipment, and lost shipments of orders.

–         Requesting return exception approval to the vendors for the out-of-warranty product returns.

–         Issuing shipping labels for the items the customer wants to return.

–         Coordinating with the carriers for the pickup and delivery of the items the customer wants to return.

–         Processing replacements for the wrong orders.

–         Answering and transferring the calls to the correct department such as sales, technical, warehouse and purchasing team.

 

 

EDUCATIONAL BACKGROUND
Gordon College, Olongapo City, College of Midwifery, 2010 – 2012

 

 

ELIGIBILITIES AND ACHIEVEMENTS
Board passer, Midwifery Board Examination, April 2012. 120 Hour Certificate in TEFL with TEYL

120 Hour Certificate in TESOL