Professional Portfolio of Jimmy B. Gulfan

Contact Information

📞 +639534939076 | +639918890982
📧 jbgulfan1977@gmail.com
🏠 Blk 5, Lot 1, Issabela Homes, San Isidro, General Santos City 9500, Philippines

Profile

I am a goal-driven, service-oriented professional with extensive experience in communication, training, customer service, and process improvement. With years of expertise in facilitating training programs, leading teams, and managing client relations, I continuously strive to align organizational goals with workforce development. I embrace new challenges and adapt quickly, ensuring efficiency, professionalism, and growth in every role I take on.

Core Competencies

• Learning and Development

• Communication and Process Training

• Administrative & Customer Service Support

• Remote/Onsite Training Facilitation

• Client & Stakeholder Relations

• Leadership & Team Management

• Quality Assurance & Process Improvement

• Critical Thinking & Problem Solving

• Time Management & Organization

• Effective Public Speaking & Presentation Skills

Languages: English (Fluent), Arabic (Conversational)

Professional Experience

Concentrix

Communication and Process Trainer II
📍 Davao City, Philippines
June 27, 2023 – September 16, 2024

• Designed and delivered daily lesson plans to enhance trainee communication skills.

• Prepared trainees for certification to qualify as Certified Agents.

• Ensured quality standards and performance results of new hires.

• Assisted trainees with product-specific inquiries.

East West BPO Company

Communication and Process Trainer
📍 Pampanga, Philippines
November 08, 2021 – June 13, 2023

• Facilitated onboarding and communication skills training.

• Conducted account-specific certification training.

• Maintained quality results of trainees assigned to accounts.

• Provided continuous trainee support regarding product knowledge.

Peach BPO

Remote Communication and Process Trainer / Independent Consultant
📍 Atlanta, Georgia, USA (Remote)
August 9, 2021 – November 2, 2021

• Connected accountants with prospective clients.

• Supported clients in finding qualified accounting professionals.

• Reported directly to the CEO with regular updates.

Virtual Champs Global

Customer Care Manager
📍 General Santos City, Philippines
June 24, 2020 – July 2021

• Handled day-to-day administrative tasks.

• Assisted customers with billing, subscription upgrades/downgrades, and account navigation.

• Ensured customer satisfaction and timely billing reminders.

One Share Health

Quality Analyst
📍 General Santos City, Philippines
April 30, 2018 – May 26, 2020

• Conducted QA reviews, call calibrations, and coaching sessions.

• Facilitated business reviews with directors and executives.

• Developed QA playbooks and ensured process compliance.

• Reported quality insights to leadership and stakeholders.

VXI Global Services

Technical Support Specialist (Comcast)
📍 Davao City, Philippines
February 05, 2017 – April 25, 2018

• Provided technical support for home phone, cable, and internet services.

• Scheduled technician visits and guided customers on billing concerns.

• Delivered excellent customer service through prompt issue resolution.

Convergys

Customer Service Supervisor (Macy’s and Bloomingdale’s)
📍 Davao City, Philippines
October 2015 – January 2017

• Supervised customer service operations for retail accounts.

• Assisted with order placements, tracking, and inventory reporting.

• Ensured high customer satisfaction and quality resolution of concerns.

Sutherland

Chat, Email, and Phone Support Specialist
📍 Davao City, Philippines
August 2014 – September 2015

• Handled multi-channel customer support for home phone, cable, and internet services.

• Scheduled technician visits and explained billing processes.

• Maintained customer satisfaction with fast and clear solutions.

Teleperformance

Customer Service Representative (Hotels.com)
📍 Paranaque City, Philippines
January 05, 2010 – May 28, 2011

• Managed reservations and customer concerns.

• Ensured smooth problem resolution and client satisfaction.

• Coordinated with supervisors to address urgent issues effectively.

Education

• General Santos City Institute of Technology (2020) – Midwifery

• Nikki Louise School of Midwifery (2012) – Health Care Services NCII

• Mindanao State University (2003) – Bachelor of Arts in English

• Mindanao State University (2002) – Bachelor of Science in Zoology

• Notre Dame of Dadiangas University (1999) – Bachelor of Science in Nursing

References

• Editha G. Dinasas – Branch Manager, Milestone Guarantee & Assurance Corporation, GSC
  📞 09927012636 | 📧 edzlague@gmail.com

• Junerey Baladhay – Operations Manager, Teleperformance EDSA Greenfield
  📞 (02) 8497-9000 ext. 1252 | 📧 junerey.baladhay@teleperformance.com

Conclusion

With a strong foundation in training, communication, and customer engagement, I bring a well-rounded skill set suited for corporate training and workforce development. My proven track record of driving performance, enhancing communication, and ensuring client satisfaction makes me a valuable asset to any organization.