• Training Development: Designs and develops engaging learning materials, including presentations, handouts, and e-learning modules, tailored to the specific communication needs of different projects and industries.• Workshops & Training Sessions: Conducts language and communication skills workshops focused on improving verbal, written, and non-verbal skills to enhance customer service and overall employee communication.• Employee Induction: Leads comprehensive induction training for both new hires and existing employees, ensuring they understand and adapt to company standards (core values) and tests employees soft skills.

• Conducts classroom and virtual training for internal and external account specialists that will prepare their skills once they get to operations.• Onboards and certifies account specialists across all core specializations - call, email, & chat for SMB (Small-Medium Businesses), Priority Operations (Premium Services), Risk, User Safety, Account Lockout, Escalation Review, and Express App.• Conducts up-skill training from one process to another, across several lines of businesses, to ensure that account specialists’ skill-sets won’t become obsolete.• Ensures that each training, refresher, and update is focused on the quality and clarity of each process, without compromising the trust and safety (e.g. customer information via social media, mobile applications, websites) of our customers/business merchants.• Possesses exceptional communication skills honed and backed up both by profession and previous training experiences, with the ability to tailor training content for different group of trainees/employees.• Leads and manages the Change Management process, ensuring smooth and controlled implementation of changes across different lines of businesses and projects.• Collaborates with stakeholders to gather change requirements, performed impact assessments, and ensured proper documentation.• Leads and managed the Incident Management process, ensuring a timely and effective response to incidents and minimizing business impact.• Conducts post-incident reviews to identify opportunities for improvement and implement preventive measures.• Coordinate and collaborate with cross-functional teams to prioritize and resolve incidents based on impact and urgency.• An intermediate Python instructor who has a passion for programming. A skill developed within my role as a trainer in a FinTech company.

• Answers business merchants’ queries via chat, email, and live phone calls all over the world.• Does extensive research in merchants’ basic API and webhook-related inquires.• Manages harmonious relationship between merchants and end-customers by resolving the gap that could possibly impact merchants’ businesses.

• Part-time online English Second Language Teacher to young and professional learners based in China.• Follows lessons plans catered for young and professional Chinese learners to help introduce English language to them to prepare them for basic conversations using English language.• Teaches learners phonics, correct pronunciation, enunciation, and diction of words.• Ensures that learners are fully-equipped in using English language and its foundations are strongly built so learners can posses confidence in using the English language for their own use – educational for young learners and business for professional learners.

• Global Training Management: Coordinates and delivers process training programs tailored to meet unique needs of global teams, ensuring consistent standards and best practices in the healthcare and insurance industry.• Program Design & Delivery: Develops engaging learning modules, facilitating workshops, and coaching sessions aligned to each site's organizational goals.• Stakeholder Collaboration: Partners with clients, subject matter experts, and trainers across the globe to ensure the seamless implementation of training initiatives.• Cross-Cultural Adaptability: Navigates diverse work environments and building strong relationships with multicultural teams.• Performance Measurement: Analyzes training outcomes to provide actionable insights and drive continuous improvement.

• Conducts classroom and virtual training for internal and external customer service representatives that will prepare their skills once they get to production.• Conducts up-skill training from one process to another, across several lines of businesses, to ensure that customer service representatives’ skill-sets won’t become obsolete, and that, showing people that I care for their careers and their future.• Participates and initiates ideas during business meetings with vendor clients to effectively communicate and share information, solve problems or resolve disputes, improve site performance, and build teamwork and move projects forward.• Ensures that each training, refresher, and update is focused on the quality and clarity of each process, without compromising the trust and safety (e.g. customer information via social media, mobile applications, websites) of our consumers in the business. • Possesses exceptional communication skills honed and backed up both by profession and previous training experiences, with the ability to tailor training content for different group of trainees/employees. • Participates in the creation of training modules during the “gamification” process to ensure we provide a comprehensive and result-based programs during the “gamification” process.• Ensures that the learning environment during training is a safe place where they are open to make mistakes, thus boosting their morale and mental well-being. • Trained more than 180 employees in healthcare account.

• Prepared lessons for Filipino students in a classroom setting to learn basic, conversational, or professional English.• Heads the school’s English publication, assists and hones learners in creating competitive copyreading and proofreading, lay outing, and feature writing skills.• Teaches learners phonics, correct pronunciation, enunciation, and diction of words• Ensures that learners are fully-equipped in using English language and its foundations are strongly built so learners can posses a strong use of the English language in secondary and even tertiary stages of their schooling life.

• Initiates outbound calls to potential customers to avail services provided by Vonage as their VOIP service provider.• Initiates outbound calls to existing customers to proactively check their possible technical difficulties.• Upsells products and features of Vonage according to their needs. Customizes plans that is tailor-fit to a customer's personal use.

• Answers existing customers technical queries for both Verizon HSI and FiOS products.• Upsells products and features of Verizon according to their needs. Customizes plans that is tailor-fit to a customer's personal use.

• Worked as an English instructor in a large number of Filipino students from sections A to B in Senior High School.• Assists Filipino learners in honing their campus journalism skills to compete with other private and public schools in Division and Regional level.