Proficient in the Docebo LMS (course creation, learner performance tracking, pulling reports) and Mentimeter for training purposes, along with expertise in project management tools like Airtable and Monday.Oversees new hire training for Customer Experience (CX) in Manila and Cebu, onboarded over 100 trainees across 13 batches so far, and acquainted them with company policies, products, processes, and essential tools. Part of the deliberation board where the relevant persons decide which trainees pass through to the next of the stage of the training. Results are reported regularly at the end of every new hires training course.Creates various product and process-focused training materials for all customer-facing teams through Elucidat (an authoring tool) which was achieved by collaborating with Product Managers, Subject Matter Experts, and other POCs in Customer Experience.Translates weekly product update meetings into comprehensive training modules for organization-wide accessibility.Leads a soft-skills initiative to enhance Customer Satisfaction scores, including the creation of interactive modules (through Mentimeter) addressing areas of customer dissatisfaction. Conducting monthly sessions with CX Specialists to present and discuss module content with the goal of improving issue handling.Leads a quarterly knowledge assessment initiative including the collation of assessment questions from the Lead Domain Specialists (SMEs), creation of the assessments and delegation to relevant specialists, supervision of the assessment taking, and report creation of the results; all to identify and bridge knowledge gaps proactively rather than reactively through negative feedback from clients.Regularly solicits and compiles feedback from both new hires and seasoned CX specialists, fostering a culture of continuous improvement in training experiences and materials.Actively contributes to ad-hoc tasks as requested by the Head of Training and Quality

Managing of users' queries, requests, and concerns (through WixAnswers) regarding their account's bookkeepingAdministration of instruction and training for newly-hired specialistsConstant contact with the Product's Developers regarding features and bug fixesCatering of users' queries and concerns about the Product using various tools (SendWithUs, Mailgun,Nexmo, etc.)Handling and resolving Level 2 technical software troubleshooting concerns and complaintsCollaboration with Tier 3 and R&D for product-related issues (through Jira)Encouragement of users to avail of the Product's premium features

• Management of customer queries and concerns with the aid of various company tools (Xspace, C360, FCT, UAD)• Provision of post-contact customer care through emails and phone calls• Reporting of anomalies found on the website• Pursuance of sellers with late delivery fulfillments• Encouragement of sellers to join promotional events

• Management of the customer’s concerns and queries associated with the service through various company tools (Avaya, MyCSP, etc.)• Soft selling of the company’s products over the call• Provision of basic troubleshooting and technical support

• Supervision of customers that have availed of the company’s services• Resolution of customer complaints and concerns• Maintenance of the workplace used for servicing customers