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  • Senior member of the Customer Experience Team who works alongside Quality and Process Training
  • Experience includes administration, analysis, module design/ development, training facilitation and delivering feedback
  • Exceptional interpersonal and coaching skills with proven ability to develop co- CE Trainers
  • Proficient in Power Point, Excel, Word, internet research, Training and Facilitation, Need-Based Selling Skills, Motivational Interviewing

Work experience

Feb 2016Present

Customer Experience Trainer

EXL Service, Northgate Alabang
  • Assigned to handle healthcare account, with 45 heads
  • Monitors soft skills and communication skills of reps, via remote phone monitoring
  • Identifies behaviors which may impact external CSAT survey results (absolute success measure); Addressed via one-on-one coaching sessions
  • Trends will be used to determine content for module creation and development.
  • Established modules will then be rolled out to entire LOB population, or to a selected number.
Sep 2012Apr 2015

Customer Experience Trainer

EXL Service, SM MOA

• Assigned to handle 24/7 account with 200 front-liner head count, for emergency roadside services

achievement/s include:

  • Ability to produce future Customer Experience Trainers thru the CE Training internship program
  • A total of 5 full-time trainers/ analysts were developed and currently handling different accounts.
  • Cited by Operations as a principal support in achieving top rank in External Customer Satisfaction Surveys for January- September 2013 and 1st quarter of 2014 (versus 5 Onshore Contact Centers).

Oct 2011Aug 2012

Customer Experience Analyst- Healthcare

EXL Service, SM MOA
  • Identify key areas (strengths andopportunities) of Outbound Nurse Associates in terms of soft skills and communications skills via call evaluations.
  • Formulate realistic and time bound action plans to address opportunity areas, improving both conversation and probing methods Lead Advocate of Motivational Interviewing skill applications.
  • Certified by Clients as one of EXL Manila-Aetna Champions(December 2011)

Sep 2009Oct 2011

Certified Process Trainer-Financial Account

EXL Service, SM MOA
  • Supervise new hires by being Operations ready in taking calls (6 waves from Sept ’09)
  • Ensures production metrics are instilled along with new hire process training by adapting best practices
  • Supports both operations staff and new hire training by providing coaching and feedback for product and process knowledge concerns
  • Assists in company compliance and procedures, including guidelines set both by client and company
  • Maintains high-level client interaction needed to streamline process and related projects
  • Designs special training modules based on recommendations from Operations and Quality.
  • Provides key data needed to streamline training materials as needed such as New Hire Process Training Master Agendas, Visual Aides, etc.
  • Analyzes common markdowns and errors, uses data as basis in projecting new modules and methodologies
  • Acts as Mentor for the Process Training Apprentice Program.
  • Achievements:

    • Mentored and developed 3 FA Training Apprentices who assisted in New Hire Process Training and execution of refresher trainings needed in the Operations population
    • 2 Training Apprentices successfully promoted as Certified Process Trainers.
    • Was elected by the company twice to be sent to the US for migration of 2 new processes (First Notice of Loss, Structured Settlements Financial Process).

Feb 2009Aug 2009

Customer Care Representative

EXL Service, SM MOA

Entry position: Inbound Customer Care Representative-Financial

Dec 2006Nov 2008

Senior Customer Care Specialist


Oct 2005Feb 2006

Sales Manager

Fil-One General Merchandise Distributors


  • Ranked by SCA Hygiene Products Corp- Away from Home Division as the #1 distributor for Metro Manila - Calabarzon area in number of new accounts opened ( 56 clients ) for the 4th qtr 2005;
  • Operations started only Oct. '05 but by yearend was the most rapid in growth based on bookings as well as new accounts
May 2005Oct 2005

Pharmaceutical Sales Representative

MSD Philippines
  • Responsible for sales & promotion of Fosamax & Proscar
  • Assigned in upper Bulacan, Tarlac, Bataan, Zambales including Olongapo City.
Jan 2003Sep 2004

Pharmaceutical Sales Representative

3M Pharma/Metrodrug Inc
  • Responsible for the promotion & sales of assorted ethical pharmaceutical products such as Nuellin, Norgesic , Difflam) & Aldara
  • Area of assignment includes Tarlac, Nueva Ecija and Baler, Aurora Province.


  • Ranked 8th out of the top 10 salesmen 2003 for EOY Performance
Mar 2001Aug 2002

Pharmaceutical Sales Representative

Bayer Phils
  • Responsible for the promotion & sales of assorted ethical pharmaceutical products such as Avelox (Moxifloxacin antibiotic for Respitatory Infections) & Adalat GITS ( Nifedipine for Hypertension)
  • Assigned territory coverage include Veterans- Commonwealth, Fairview & Tandang Sora as well as UST Hospital in Manila, a top training medical institution.


  • Ranked 8th out of the top 10 salesman 2001 for YTD achievement in Avelox product sales (220% yearend performance)


Oct 1999

B.Sc Physical Therapy (non-Licensed)

Our Lady of Fatima University

Mar 1994

HS Dipoloma

De La Salle Santiago Zobel Alabang