Open to opportunities

Catherine Carumba

@catherinecarumba

Message

Appointment Setter and ESL educator who improves call quality, service, and customer outcomes.

Philippines

Message

What I'm looking for

I’m looking for a customer-focused role where I can run calls confidently, improve quality, and support teams with clear communication—while leveraging my ESL background to connect with people and help them succeed.

I’m a customer-focused professional with experience managing inbound and outbound calls, handling admin tasks, and supporting teams through quality checks. I’m known for being flexible and patient under pressure, with a strong attention to detail.

In appointment setting and quality work, I identify customers’ needs, clarify information, and research solutions to every issue. I also score and check call quality of appointment setters and recognize opportunities to upsell products and services.

I’ve supported learning environments as an ESL teacher for students of different nationalities, both online and face-to-face. I’ve also taught audio classes, adapting to different learner needs and communication styles.

Earlier roles strengthened my technical foundation in technical support (including Tier 2), plus tools-based work using MS Office and Google Suite. I bring clear communication, strong problem-solving, and the ability to analyze complex technical information to help teams perform at their best.

Experience

Work history, roles, and key accomplishments

Current

Appointment Setter

Current

YardReach

Jan 2025 - Present (1 year 6 months)

Managed inbound and outbound calls and performed admin tasks as part of appointment setting. Monitored and scored call quality of appointment setters and identified customer needs to support upsell opportunities.

Appointment Setting Inbound outbound calling Upselling Call Quality Monitoring Admin Tasks Problem Solving Communication Skills

Online ESL Teacher (Audio)

DAY1COMPANY Inc.

Aug 2024 - Feb 2025 (6 months)

Taught ESL students through an online audio class format. Handled students of different nationalities and supported learning with communication-focused instruction.

Online ESL Teaching ESL Instruction Communication Skills Patience

Appointment Setter / QA Analyst

ProNexis

Apr 2021 - Dec 2024 (3 years 8 months)

Worked as an appointment setter along with quality assurance and data entry responsibilities. Managed calls in a timely manner and supported quality review processes for call performance.

Appointment Setting Quality Assurance Data Entry Inbound outbound calling Problem Solving Communication Skills

Script Writer

Quanzhou Chenying Trading Co., Ltd

May 2022 - Aug 2022 (3 months)

Wrote scripts for Quanzhou Chenying Trading Co., Ltd. Researched issues and solutions with a detail-oriented approach to support accurate content creation.

Script Writing Research Issue Resolution Problem Solving

Online ESL Teacher

Native Camp

Oct 2021 - Feb 2022 (4 months)

Provided online ESL instruction for students. Supported learners of different nationalities with communication-focused teaching in an online setup.

Online ESL Teaching ESL Instruction Communication Skills Patience

Customer Service Representative

Synchrony Global Services Philippines

Mar 2018 - Feb 2021 (2 years 11 months)

Provided customer service and handled customer inquiries through timely call management. Identified customer needs, researched issues and solutions, and supported upsell opportunities when appropriate.

Customer Service Upselling Communication Skills Problem Solving

ESL Teacher

SKK- IEEC

Jan 2018 - Feb 2018 (1 month)

Taught ESL as part of the SKK-IEEC program. Provided instruction with a communication-focused, patient approach.

ESL Teaching Communication Skills Patience Problem Solving

Manage & Repair Representative

Accenture Inc

Aug 2015 - Sep 2017 (2 years 1 month)

Worked as a Manage and Repair Representative (ICG) at Accenture Inc. Managed repair-related activities as described by the role title.

Technical Support (Tier 2)

Convergys Philippines

Feb 2014 - Jul 2015 (1 year 5 months)

Provided Tier 2 technical support at Convergys Philippines. Applied analytical skills to assist with complex technical information.

Technical Support Tier 2 Support Problem Solving

Technical Support 2

Stream Global Services (Convergys)

Aug 2012 - Jan 2014 (1 year 5 months)

Worked in technical support at Stream Global Services (Convergys). Used strong analytical and problem-solving skills while handling technical information.

Technical Support Problem Solving Communication Skills