Athea Cena Ong Email & Phone Number

• Trains adult learners on conversational English, business communication, grammar, and phonetics• Designs and develops e-learning content and internal communication materials using Canva, MS PowerPoint and other tools• Manages training platforms and learning management systems such as TalentLMS and Huntress SAT

Quezon City, National Capital Region, Philippines

• Awarded for Innovation and recognized as Trainer of the Month• Trained adult learners on conversational English, business communication, accent neutralization, and multicultural awareness • Developed training programs for new employees in the travel, logistics, and voice transcription industries• Conducted upskill and refresher training for tenured employees• Conducted continuous learning programs on delivering high impact presentations and effective business writing• Revamped and created processes for new employee orientation and onboarding • Boosted applicant to hire ratio by spearheading the development and facilitation of a near hire training workshop for multiple sites • Conducted face to face and remote talent validation interviews with Filipino and foreign applicants • Extensive experience interacting with customers and clients from Australia, New Zealand, the United States, Malaysia, Vietnam, and Singapore• Maintained accurate reporting and logs of class attendance and performance• Consistently received excellent scores on learner and manager evaluations with verbatim feedback on classroom management, technical expertise, and professionalism

Quezon City, National Capital Region, Philippines

• Contract-based trainer role for an Australian airline program• Knowledge in using Sabre to create and modify PNRs • Facilitated grammar review, general English, and customer service skills training for adult learners • Conducted training needs analysis for a provincial site

Quezon City, National Capital Region, Philippines

• Facilitated high quality product, systems, and process training for a UK retail banking program• Conducted refresher and upskill training• Improved new hire product knowledge and call handling through training activities like scavenger hunt, hot seating, and call simulation

Quezon City, National Capital Region, Philippines

• Provided banking and customer service support for two UK-based retail card programs• Answered simple to complex queries and actioned account maintenance requests• Certified to navigate and utilize multiple web- and DOS-based CRMs and an internal knowledgebase • Assisted with team leader tasks such as call monitoring and delivery of specialized training sessions• Apprenticed for the Sales and Training Teams • Internal promotion to next role as Assistant Manager in Technical Training (Trainer)

Pasig, National Capital Region, Philippines

• Strategized planning of the business by building on current accounts and targeting new client opportunities• Ensured quality and efficiency of client deliverables, customer relations, and internal team servicing• Coordinated logistics for location shoots and events• Sourced partners and suppliers

Quezon City, National Capital Region, Philippines

• Handled inbound calls for an American HMO• Assisted the team leader in tracking team statistics, instructing of new hires and implementing new account procedures• Furnished members and health care practitioners with details regarding members' benefits and coverage• Outlined accurate information regarding co-payments

Taguig, National Capital Region, Philippines

• Handled inbound calls for an American gaming console account• Answered queries on warranty and coverage• Assisted callers by providing basic troubleshooting and processing repair requests• Certified to navigate and utilize CRMs and an internal knowledgebase

Makati, National Capital Region, Philippines

• Answered inbound calls for American retail and financial accounts• Certified to navigate and utilize DOS-based order management systems to process product orders, credit card applications, and balance transfer requests• Upsold promos with product upgrades and free magazine subscriptions

Bachelor Of Arts - Ba, Creative Writing

BA English Studies Major in Creative Writing

Bachelor Of Arts - Ba, Communication Arts

Activities and Societies: Member, Communication Arts and Advertising Society Writer, ChiRho and CAAKIBAT DJ, Radio MC