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

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