2005
Bachelor of science in Information Technology
Technological Institute of the Philippines
More Info About Me
I am a passionate trainer dedicated to help people and business to succeed. With a strong background in training and customer service, I bring a unique blend of skills and expertise to every project I undertake.
Throughout my journey, I have developed a deep love for training/customer service. I find great joy in facilitating classroom and online classes, creating modules, guiding and developing trainees and I am constantly seeking new opportunities to expand my knowledge and refine my craft. Whether it's facilitation, coaching, or back-end support I am always eager to challenge myself and push the boundaries of what is possible.
What sets me apart is my ability to immersive and inclusive learning environment. I believe that being inclusive will bring success to the business, and I strive to incorporate this mindset into everything I do. By combining my creativity, critical thinking, and attention to detail, I consistently deliver exceptional results that exceed expectations.
Collaboration is at the heart of my approach. I value open communication and believe that the best outcomes are achieved through a strong partnership with my clients and colleagues. I am a great listener, eager to understand your vision, and dedicated to bringing it to life. Together, we can create something truly remarkable.
In addition to my professional endeavors, I am also a lifelong learner and a firm believer in personal growth. I am constantly seeking new ways to expand my horizons, whether through attending workshops, participating in industry conferences, or engaging in online courses. I am driven by a desire to stay ahead of the curve and remain at the forefront of innovation within my field.
My Skills and Competencies
Social Media Management
SEO Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2013
-
2023
Canon Business Services Centre Philippines Inc
(Training and Quality Coordinator)
• Coordinate and manage the training program; schedule workshops and maintain training and workshop calendars; organize and administer registration and enrolment activities.
• Collect, categorizes, analyze and evaluate information on technician’s training needs and competency requirements based on new product announcement.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
2012
-
2022
Concentrix Philippines
(Sr. Trainer I)
• Responsible for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts.
• Evaluate the performance of Associate Trainers using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Training Manager.
• Accountable for achieving individual training performance metrics.
• Facilitate transition of trainees from training to production environment, ensuring competency levels meet business needs.
• Maintain current product knowledge for each amount by taking calls, attending team meetings, and side-by-side observations.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interactions with clients.
• Assist Training Manager in skills assessment of training staff through classroom monitoring and feedback.
• Produce training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aides.
• Measure the effectiveness of training programs using various feedback methods – focus group, interviews, surveys, and revises programs based on the results of evaluations.
• Recommend curriculum of training process modifications to training management on the basis of internal customer feedback and/or quality results.
• Participate and contribute to the continuous learning culture, department policies, and procedures.
• Maintain knowledge on changes to client products, services, policies, and procedures.
2007
-
2012
Sitel Philippines
(Customer Service Professional)
• Provide prompt and courteous assistance to passengers, over the phone, addressing their queries, concerns, and requests related to flight bookings, baggage, flight schedules, ticket changes, and general travel information.
• Assist customers with flight reservations, seat assignments, upgrades, and cancellations. Ensure accurate entry of passenger information into the reservation system.
• Proactively communicate with passengers in the event of flight delays, cancellations, or schedule changes. Provide alternative travel options and rebooking assistance as necessary.
• Special Assistance: Offer support to passengers requiring special assistance, such as unaccompanied minors, elderly individuals, or passengers with disabilities. Coordinate with relevant departments to ensure their needs are met.
• Resolve customer complaints and conflicts professionally and efficiently, aiming for quick resolutions to maintain customer satisfaction. Escalate complex issues to supervisors or management when necessary.
• Adhere to airline safety and security protocols, ensuring the well-being of passengers and the compliance of all regulatory requirements.
• Maintain accurate records of customer interactions, complaints, and resolutions. Generate reports on customer feedback and trends to identify areas for improvement.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
SEO Expert
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.