Ma. Gen Rose Apurillo

Dedicated Customer Experience Specialist with expertise in billing support, conflict resolution, client onboarding, and instructional communication. Skilled in handling inquiries via phone and email while consistently achieving high resolution rates and positive feedback. Strong background in record-keeping, account management, and adaptable customer engagement.

Adept at multi-tasking, utilizing CRM tools, and maintaining seamless communication to ensure optimal client satisfaction and operations.

Member Services Billing - FOUNDEVER PHILIPPINES INC.

(2025-12 - 2026-08)

• Engaged with gym member via call and email, promptly addressing concerns related to billing, cancellation and and service freezes of the membership, leading to 90% resolution rate.
• Maintained comprehension knowledge of gym policies and procedures to provide accurate information and solutions.
• Documented member interactions accurately in the customer management system to maintain clear communication records.
• Collaborated with team members to enhance service process, improving customer feedback records.

English Tutor - CARROT SOLUTION INC.

(2022-05 - 2025-11)

• Delivered English lessons to Korean students of varying age and levels, improving their grammar and vocabulary acquisition.
• Motivated students to express their thought is English, enhancing their communication skills and confidence.
• Conducted regular assessments to evaluate student progress and adjust teaching strategies accordingly.
• Integrated interactive activities to foster an enjoyable learning environment, leading to increased student participation.

Appointment Setter - ONE CONTACT CENTER

(2019-09 - 2020-02)

• Scheduled appointments for shoppers to purchase for at the restaurant, ensuring effective service delivery.
• Communicated effectively with shoppers to confirm appointment details and follow-up after tasks were completed.
• Provided timely support to shoppers, enhancing their overall experience with the service.
• Maintined organized records of all appoitments and communication for efficient access retrieval.

BACHELOR OF SCIENCE - HOTEL AND RESTAURANT MANAGEMENT - University of Rizal System (2019-08)