Shena Lee Omega

I have nearly 4 years of experience as a Medical Customer Service Representative supporting US healthcare members. I handled eligibility and benefits verification, authorization requests, and claims-related concerns while maintaining accurate documentation and providing excellent customer service. My background helped me build strong administrative, communication, and healthcare support skills that I can apply to a Virtual Assistant role.

Assistant Language Teacher (ALT) at Bizen City, Okayama, Japan (2025-03 – Present)

Here are three key role descriptions for an Assistant Language Teacher (ALT):

• Assist lead teachers in delivering English lessons, focusing on speaking, listening, and communicative activities to enhance students' language skills.
• Collaborate with teachers to develop engaging, interactive lesson materials tailored to students' proficiency levels and learning needs.
• Promote cross-cultural understanding, motivate students through interactive activities, and foster a positive, inclusive classroom environment.

Team Lead / QA Lead / Customer Service Representative at Wipro Cebu (2021-04 – 2025-03)

• Led and mentored teams, managed daily operations, and ensured service level targets were consistently achieved.
• Monitored call quality and compliance, provided structured feedback, and implemented performance improvement initiatives.
• Handled healthcare-related inquiries, ensured HIPAA compliance, and provided real-time support as a floorwalker to improve team efficiency and accuracy.

Substitute Multi-Grade Teacher at San Isidro Elementary School – Pilar, Camotes (2019-11 – 2020-02)

• Plan and deliver lessons tailored to multiple grade levels and varying student abilities, ensuring all learners are supported and challenged.
• Track academic progress, identify learning needs, and implement interventions to help students achieve their goals.
• Work closely with teachers, parents, and staff to maintain a structured, inclusive, and positive learning environment across grade levels.

ESL Teacher at SMEAG – Cebu City (2018-08 – 2019-11)

• Deliver Cambridge-aligned lessons tailored to the age and proficiency level of each student, covering speaking, listening, reading, and writing skills.
• Monitor student progress, provide constructive feedback, and prepare learners for exams and language proficiency milestones.
• Create interactive, age-appropriate activities that build confidence, encourage participation, and support diverse learning styles.

ESL Camp Teacher at CIA – Cebu City (2018-06 – 2018-08)

• Lead fun and engaging English lessons designed to improve students' speaking, listening, reading, and writing skills.
• Organize and conduct games, group discussions, and collaborative activities to encourage practical language use and boost student confidence.
• Foster a positive, inclusive, and motivating atmosphere where students feel comfortable participating and practicing English in real-life contexts.

M.A in Early Childhood Education – Cebu Technological University

Bachelor of Science in Elementary Education – University of Cebu – Banilad Campus (2014-06 – 2018-04)

High School Diploma – Lanao National High School (2010-06 – 2014-04)

Elementary School Diploma – Lanao Elementary School (2004-06 – 2010-04)