Dorothy Nica Ofalsa Email & Phone Number

Manila, National Capital Region, Philippines

- Manage billing processes for clients, ensuring accuracy and timeliness in invoice generation and distribution.- Generate and prepare draft client and personal disbursement bills through our Finance system, Elite 3E. - Prepare detailed reports and analysis on billing data, including WIP, AP and Timekeeper Utilization, providing insights to support financial decision-making.- Edit draft bills as instructed by our partners, associates and other employees. Editing includes but not limited to narrative changes, write down/ups, and transferring/combining/splitting entries. - Finalize and reverse client and personal disbursement bills.- Coordinate with internal teams to reconcile billing issues and to coordinate the update of client and matter records as necessary.- Gather, organize and summarize back-ups for disbursements requested by clients, partners, associates, secretaries and administration employees.- Identify and resolve issues on personal disbursements by conducting research in 3E records. Be able to facilitate extraction of supporting documents and conduct billing activities in order to correct invoices.

- Provided excellent and quality customer service and support in resolving customer issues on personal savings, checking, credit card and online accounts.- Assisted customers via inbound calls and KANA email servicing.- Guided customers through troubleshooting processes for branch issues, ATM issues, and mobile banking concerns, ensuring prompt resolution and satisfaction.- Collaborated effectively with branch personnel and other departments to address customer issues and inquiries that required escalation.- Upheld compliance with banking regulations, policies, and procedures to safeguard customer information and ensure confidentiality.- Collaborated with team members to improve Average Handling Time (AHT) metrics through efficient call management and resolution strategies.- Managed administrative tasks delegated by team leaders, including scheduling, reporting, and documentation to support team operations.- Demonstrated leadership by serving as a point of contact for potential escalated customer issues, ensuring prompt resolution and customer satisfaction.- Supported team goals and objectives by actively participating in meetings, brainstorming sessions, and cross-functional projects.- Contributed to a positive work environment by fostering teamwork, morale, and professional growth among teammates through mentorship and collaboration.- Received positive feedback from customers (an average of 25 perfect CSAT scores in a month) for delivering personalized and efficient service, contributing to high customer satisfaction and retention rates. - Recognized as a CSPH Royals - CCB Awardee in 2021.

Cainta, Rizal, Philippines

Teacher for Grades 4 and 5 for 5 years - English (Language and Spelling) and MusicSHS Instructor for Grade 11 for 2 years - Oral Communication and 21st Century Literature- Crafted and executed curricula that are in line with the DepEd standards, as well as the school's mission and vision, and the 21st century global standards, fostering a supportive and inclusive classroom environment conducive to learning.- Tailored instructional strategies to accommodate diverse learning styles and abilities, ensuring all students were able to achieve academic success.- Handled formal teacher-parent conferences involving conflict management as an Adviser of a grade 5 class for five years.- Organized and directed performances and musical events involving elementary students showcasing their talents and fostering a love for music within the school community.- Facilitated structured mock interviews and career orientation workshops tailored to simulate real-world job interview situations, in collaboration with career counselors and industry professionals, to prepare students for successful interactions in the real world.- Evaluated student progress and participation, ensuring individualized support and constructive learning outcomes.- Coordinated with senior high school and faculty members to establish and develop a cohesive music team, aligning goals and strategies to enhance music education across grade levels.- Fostered a supportive and encouraging learning environment to boost students' confidence and readiness for future academic and professional endeavors.- Managed administrative duties related to music and advisory classes, including budgeting, scheduling rehearsals, overseeing equipment maintenance and class records.

Philippines

• Conducted phone call-based ESL classes exclusively for Korean students, ranging from beginners to business-level proficiency.• Provided targeted feedback and guidance on pronunciation, grammar, and cultural nuances to foster language fluency.• Adapted teaching methods to accommodate diverse learning styles and abilities, maintaining high levels of student engagement and motivation.• Collaborated with colleagues and team leader to evaluate student progress and adjust lesson delivery and call handling time as necessary.• Organized and got involved in social and cultural activities, attended and contributed to training co-teachers with best teaching practices.• Awarded Best Teacher of the Month twice in 2014.

Bachelor'S Degree, Elementary Education And Teaching

Bachelor in Education Major in Content Courses with Certification in Preschool Education

Master Of Education - Med, Language Education