Marilyn Fontanilla
West Chester,OH
Summary
Proven success in enhancing student learning outcomes as an Online ESL Teacher at 51talk Philippines, Ph Team, leveraging interactive learning and cross-cultural communication. Skilled in employing patience and empathy to boost student engagement and motivation, significantly improving test scores and retention rates. Demonstrated ability to adapt teaching strategies to meet diverse learner needs, achieving notable student progress. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
Work History
Online ESL Teacher
51talk Philippines, Ph Team
04.2016 - 02.2023
- Interacted with students and parents via email, instant messaging, threaded discussion and synchronous chat.
- Organized engaging field trips to enhance students' real-world understanding of course material and spark curiosity about different cultures.
- Adapted teaching methods according to each student''s unique learning style, leading to improved retention rates and higher test scores.
- Participated actively in course discussions, promoting students to participate and interact with one another.
- Improved student communication skills by incorporating interactive group activities and role-playing exercises.
- Identified, selected, and modified instructional resources to meet needs of each individual student.
- Streamlined administrative tasks such as grading assignments, recording attendance data, updating online platforms, resulting in increased efficiency during classroom time.
- Strengthened overall class performance by regularly assessing student progress using both formative and summative assessments to adjust instructional strategies accordingly.
- Boosted reading comprehension levels for struggling students through targeted tutoring and personalized lesson plans.
- Enhanced cultural understanding among students with diverse backgrounds through the incorporation of global literature and multimedia resources.
- Bolstered ESL learners'' confidence in speaking English through one-on-one coaching sessions focused on pronunciation practice and conversational fluency.
- Supported special needs students with tailored instruction plans, ensuring their full inclusion in the learning process while addressing individual strengths and weaknesses.
- Identified and addressed problems with course content or technology.
- Facilitated peer review sessions to promote collaboration among students, sharpening their editing skills while fostering a supportive learning environment.
- Communicated with students using [Type] and [Type] online learning platforms, webcams and headphones.
- Educated students in basics of English grammar and conversational speaking.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Set assessments to measure student progress and identify growth opportunities.
- Facilitated small group and individual instruction to maximize student learning.
- Attended workshops to learn about student motivation and engaging learning activities.
- Adopted new technologies and online platforms to facilitate student learning.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Assessed work of adult students to evaluate progress and identify areas for improvement.
- Conducted skills assessments to uncover performance gaps.
- Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
- Created advanced job placement training focusing on promotions, career changes and career advancement.
Human Resource Officer
Medical Center Western Batangas
03.2011 - 07.2014
- Coordinated new hire onboarding, completing background checks and reference checks to complete screenings.
- Enhanced employee satisfaction by implementing effective HR policies and procedures.
- Developed comprehensive training programs to enhance employee skillsets and productivity levels.
- Coordinated employee placements and administrative details.
- Streamlined recruitment processes for improved efficiency in hiring top talent.
- Managed employee benefits programs, ensuring timely enrollment and accurate recordkeeping.
- Reduced employee turnover by addressing concerns, mediating conflicts, and providing support for staff members.
- Implemented fair compensation structures that rewarded top performers while maintaining budgetary constraints.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Advised department managers on best practices in regard to labor relations, conflict resolution, and disciplinary actions.
- Evaluated the effectiveness of current HR systems; identified areas requiring enhancement or replacement.
- Coordinated onboarding processes for new hires, integrating them seamlessly into the workplace environment.
- Organized regular team-building events to promote camaraderie among employees and boost morale.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Processed paperwork and hiring details for promotions and lateral position changes.
- Ensured compliance with labor laws and regulations through diligent review of company practices and policies.
- Conducted thorough performance evaluations to identify areas of improvement and provide constructive feedback to employees.
- Maintained accurate personnel records, ensuring privacy standards were met in accordance with relevant regulations.
- Drafted and documented employee handbook and company policies to reduce compliance risks.
- Developed and implemented comprehensive human resources policies and procedures in compliance with applicable federal and state laws.
- Conducted check-ins with employees to assess workplace health and personnel engagement.
- Assisted in workforce planning efforts by analyzing staffing needs based on organizational goals and growth projections.
- Supervised job interviews and conducted exit surveys to verify compliance with HR best practices.
- Negotiated favorable contracts with external vendors for services such as health insurance plans and training providers.
- Assisted managers and supervisors with employee disputes, disciplinary actions and other workplace issues.
- Developed relationships with local colleges/universities to build a pipeline of potential candidates for internships/full-time positions.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Created and delivered HR training sessions to staff, managers and executives.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Administered employee benefits programs and assisted with open enrollment.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Completed human resource operational requirements by scheduling and assigning employees.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Collaborated with managers to identify and address employee relations issues.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Advocated for staff members, helping to identify and resolve conflicts.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Assisted with writing job postings and job descriptions for boards.
- Developed and implemented onboarding and orientation programs for new employees.
Administrative Officer
OM Daizen Philippines
10.2009 - 04.2010
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Improved communication within the organization through regular updates on policies, procedures, and key events.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Provided exceptional support to the executive team by managing schedules, coordinating travel plans, and organizing meetings.
- Created, prepared, and delivered reports to various departments.
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Cultivated strong professional relationships with external stakeholders such as clients, suppliers, partners, or regulatory bodies.
- Updated reports, managed accounts, and generated reports for company database.
- Facilitated cross-functional collaboration by acting as a liaison between departments for task coordination and information sharing.
- Ensured compliance with industry regulations by maintaining up-to-date knowledge of requirements and monitoring adherence to guidelines.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Completed daily logs for management review.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer service success rates by quickly resolving issues.
- Served as corporate liaison for finance, IT, and marketing departments.
- Trained and supervised employees on office policies and procedures.
- Drafted common document templates to reduce time spent creating documents from scratch.
Customer Service Analyst
Medserv
08.2007 - 07.2009
- Answered constant flow of customer calls with minimal wait times.
- Boosted sales revenue by skillfully promoting diverse service options.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Coordinated closely with sales teams to ensure accurate information dissemination and timely support for account-related matters.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Contributed positively to the company''s reputation by consistently delivering excellent service experiences across all touchpoints.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
- Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
- Provided information regarding charge accounts and loyalty programs.
- Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.
- Implemented targeted training programs based on individual performance assessments, addressing identified skill gaps effectively.
- Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Created and maintained detailed database to develop promotional sales.
Payroll Specialist/Human Resources Assistant
Philstar Hosiery Inc.
05.2001 - 08.2007
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Facilitated smooth onboarding of new hires by efficiently entering relevant data into the payroll system.
- Provided customer service to employees regarding payroll inquiries and issues.
- Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
- Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
- Managed payroll data entry and processing for [Number] employees to comply with predetermined company guidelines.
- Streamlined payroll processing by implementing an automated timekeeping system.
- Created new hire and termination documents for payroll.
Sales Clerk
Diplomat Book Center
05.1998 - 01.2000
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Handled returns or exchanges professionally, minimizing negative experiences for customers while adhering to company policies.
- Assisted in organizing store displays for maximum visibility and attractiveness to potential buyers.
- Provided excellent customer service, consistently exceeding expectations for attentiveness and problem resolution.
- Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
- Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
- Increased upselling success by identifying customer needs and suggesting appropriate additional products or services.
- Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
- Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
- Supported colleagues during busy periods, ensuring balanced workloads and efficient operations throughout the store.
- Processed payments and returns with accuracy and efficiency.
- Participated in regular training sessions, staying current on product knowledge and best practices for effective sales techniques.
- Developed strong relationships with customers, driving repeat business and loyalty.
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Boosted sales by effectively promoting products and engaging with customers.
- Efficiently restocked shelves during shifts, keeping merchandise levels consistent for seamless shopping experiences across all departments within the store.
- Conducted periodic audits of cash registers; ensured accurate cash handling for both opening and closing procedures.
- Demonstrated strong communication skills while interacting with diverse clients, building rapport that facilitated successful transactions.
- Managed inventory to ensure optimal product availability for meeting customer needs.
- Opened and closed store by balancing cash registers and receipts.
- Scanned merchandise and bagged using appropriate strategies for different items.
- Addressed customer inquiries and resolved issues promptly, resulting in positive feedback and increased trust.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed efficient cash register operations.
- Developed strong rapport with customers and created positive impression of business.
- Prioritized helping customers over completing other routine tasks in store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Wrapped, boxed and weighed bakery department products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered questions about store policies and addressed customer concerns.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
- Retrieved items for customers and verified prices.
- Met customer needs through polite, friendly and attentive service.
- Addressed and resolved complaints quickly to maintain customer satisfaction.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Handled high-pressure situations effectively during peak hours while maintaining a professional demeanor towards customers and colleagues.
- Replenished shelves regularly to meet customer demand and maximise sales.
- Reduced wait times for customers by quickly processing transactions and maintaining an organized work area.
- Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required.
- Contributed to increased sales by offering relevant product suggestions during checkout interactions.
- Bagged items securely to minimize breakages and reduce losses.
- Assisted with restocking shelves and inventory management to keep the store well-stocked and appealing to customers.
- Participated in team meetings to discuss ways of improving store efficiency, customer service quality, and overall performance metrics.
- Counted cash drawers before and after shifts to verify accuracy and report discrepancies.
Education
MBA - Business Administration
Batangas State University, ARASOFT
Philippines08.2022
Bachelor of Science - Business Administration
MSEUF Candelaria Inc.
Philippines05.1998
Skills
- Patience and Empathy
- Teaching strategies
- Student Engagement
- Online Teaching
- Student Motivation
- Pronunciation coaching
- Interactive Learning
- Cross-cultural communication
- Error Correction
- Student assessment
Timeline
Online ESL Teacher
51talk Philippines, Ph Team
04.2016 - 02.2023
Human Resource Officer
Medical Center Western Batangas
03.2011 - 07.2014
Administrative Officer
OM Daizen Philippines
10.2009 - 04.2010
Customer Service Analyst
Medserv
08.2007 - 07.2009
Payroll Specialist/Human Resources Assistant
Philstar Hosiery Inc.
05.2001 - 08.2007
Sales Clerk
Diplomat Book Center
05.1998 - 01.2000
MBA - Business Administration
Batangas State University, ARASOFT
Bachelor of Science - Business Administration
MSEUF Candelaria Inc.
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