Subject Matter Expert | TDCX Project Fruit
Cebu
Results-driven and analytical professional with extensive experience in subject matter expertise, team leadership, training facilitation, and operational optimization across customer service, logistics, and non-profit sectors. Proven track record in developing high-impact training programs, streamlining cross-functional workflows, and mentoring teams to exceed performance benchmarks. Skilled in stakeholder collaboration, strategic problem-solving, and continuous process improvement to enhance client satisfaction and organizational efficiency.
TDCX, full_time
Jan 2025 to Sep 2026
Product Expertise & Mentorship: Serve as the subject matter expert in product knowledge, mentoring junior team members and establishing best practices for knowledge sharing to foster a culture of continuous learning. Process Optimization: Evaluate existing operational workflows, propose targeted system enhancements, and streamline cross-functional processes to increase efficiency and cut error rates. Curriculum & Training Development: Design and deliver comprehensive training materials and onboarding sessions tailored for diverse audiences, boosting team skill sets and job satisfaction. Performance Analysis: Analyze client feedback and operational trends to deliver actionable recommendations for service delivery and client experience enhancements.
PLAN INTERNATIONAL, contract
Nov 2021 to Mar 2023
Program & Workshop Facilitation: Designed and implemented interactive training programs and workshops focused on community development, disaster preparedness, and conflict resolution. Engagement & Cohesion: Driving participant engagement through interactive modules while guiding team groups through conflict resolution exercises to boost cohesion. Strategic Partnerships & Negotiations: Established key partnerships with local organizations and negotiated with vendors for event resources, ensuring cost-effective execution. Analysis & Compliance Review: Reviewed legal documents, contracts, and individual party positions to assess background disputes and prepare clear written opinions/decisions.
HB Global, full_time
Jul 2018 to Sep 2020
Operations & Safety Management: Supervised daily logistics operations, enforcing safety, quality standards, and efficient inventory management systems. Workflow & Productivity Enhancement: Designed and implemented structured workflows and clear expectations, resulting in measurable increases in team productivity and task execution speed. Client & Team Communication: Facilitated cross-departmental and client communications, resolving internal conflicts quickly and holding regular team meetings to boost morale. Customer Retention: Implemented client feedback loops into operational improvements, significantly driving up customer retention rates.