Summary

Work experience

• Mandarin team coordinator / English instructor and Canno English Center

  51Talk China Online Innovations INC.

  2026.01-Current

  (8 months)

  Freelance Online Mandarin Chinese / English instructor Languages: Language Written Proficiency Spoken Proficiency Hokkien Chinese 闽南话59 English 英语 10 10 Mandarin 汉语89 Filipino 菲律宾话 10 10 · Conducting engaging and effective English language classes for learners at different proficiency levels. · Developing lesson plans, teaching materials, and assessments that align with the curriculum and learning objectives. · Identifying potential clients and leads who might be interested in English language classes. · Conducting thorough needs assessments for potential clients to understand their language learning goals, current proficiency levels, and specific requirements. Duties and Responsibilities for Mandarin Service Desk L1 Analyst – Mandarin for Paypal and 3M Philippines Answering incoming calls / chats/ web tickets and providing technical assistance following established procedures and guidelines. · Routing more advanced problems outside of established guidelines or scope to the appropriate support group. · Utilization of the Knowledge base, ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database. · Acquiring and maintaining knowledge of relevant IT services/ application offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users. · Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions. · Flexibility to adapt to schedules within same shift or to a different shift in case required. Duties and Responsibilities for Workstream Bilingual Mandarin Client Support Specialist (JD) - Primary point of contact for our Mandarin customers via phone, email, and chat, addressing a broad range of issues and requests related to our products. - Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95% - Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests. - Proactively check in with clients until the issue is resolved - Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc. REFERENCES Jom Taller Relationship: Manager
• Service Desk L1 Analyst

  Chinese IWTI in Clark Pampang

  2022.02-2023.03

  (a year)

  July 24, 2023 – August 25,2023 HR Director/Translator Succeed Asia Ventures (Suncity Casino and Cagayan Holiday and Leisure Resort September 18,2023 – January 2,2024 Student Enrollment at Microsourcing (Uniquest) August 15, 2024 – January 1, 2025 Bilingual Sales Butler at Silversea (Royal Caribbean RCG) November 3, 2025 – February 27, 2026 Mandarin Client Support Specialist at Workstream
• Mandarin Desktop Support Technician

  Paypal

  2021.04-2022.01

  (9 months)
• Operations Manager for Chinese IWTI

  Clark Pampang

  2021.01-2021.04

  (4 months)
• tutor

  Private English tutoring for 卡尼英语

  2016.09-2020.08

  (4 years)
• Mandarin team coordinator / English instructor

  51Talk China Online Innovations INC.

  2015.09-2016.03

  (7 months)

Educational experience

• LIAOCHENG UNIVERSITY 聊城大学

  汉语

  2016.01-2017.01

  (a year)
• CENTRO ESCOLAR UNIVERSITY

  Bachelor of Arts in Mass Communication-Broadcast

  2011.01-2015.01

  (4 years)
• ST. PETER THE APOSTLE SCHOOL

  High School Diploma, 2011

  2007.01-2011.01

  (4 years)