Silvia Santoso
ESL Teacher
Jakarta
Summary
Dynamic and results-oriented English Teacher with a proven track record at EF English First Indonesia, specializing in customer satisfaction and team collaboration. Elevated customer experience through innovative training and process improvements, significantly reducing admin hours. Awarded Teacher of the Year for exceptional mentorship and cultural sensitivity, demonstrating superior interpersonal and conflict resolution skills.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Young Learner Specialist English Teacher
EF English First Indonesia
01.2024 - 01.2025
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented and trained walk-in interview process improvements, enhancing customer experience and satisfaction.
- Assisted customers in communicating with management, seeking clarity on difficulties or challenges.
- Led project to streamline workflow between teachers and staff, reducing admin hours significantly; adopted by other branches.
- Provided guidance and support for new employees.
- Successfully managed team operations and took on key responsibilities following the resignation of the manager.
- Mentored and guided team members, fostering a collaborative and productive work environment.
English Teacher
EF English First Indonesia
03.2020 - 12.2023
- Entrusted with developing a training program for new employees.
- Streamlined walk-in interview process to enhance potential customers experience and satisfaction.
- Mentored new employees on lesson planning, scheduling, administrative tasks, and teaching methods.
- Elevated from semi to full-time teaching position.
- Advanced to the next career position annually based on performance reviews.
- Awarded Teacher of the Year for outstanding helpfulness.
- Oriented new international employees to the work environment and local community.
Education
Bachelor of Management - Business Management
STIE IBMT Private University
Surabaya, Indonesia 04.2001 -
Skills
Customer relations
Quality assurance
Team collaboration
Attentive Listener
Conflict Resolution
Product Knowledge
Service-Oriented
Effective Verbal and Written Communication
Interpersonal Skills
Cultural sensitivity
Timeline
Young Learner Specialist English Teacher
EF English First Indonesia
01.2024 - 01.2025
English Teacher
EF English First Indonesia
03.2020 - 12.2023
Bachelor of Management - Business Management
STIE IBMT Private University
04.2001 -
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