Customer Service Representative
Philippines
My professional background is rooted in delivering high-level customer service across diverse and demanding environments. I began my career by mastering the fundamentals of communication as an ESL Teacher, where I developed the patience and clarity needed to help international students become proficient in English. I then transitioned into technical support at Concentrix, where I managed inbound calls for a major US Telecommunications account, resolving complex billing issues and troubleshooting technical problems in real-time. This foundation allowed me to excel as a Customer Service Associate at Ubiquity Global Services, where I took on the specialized role of investigating and resolving fraudulent debit card activities and transaction disputes. In this capacity, I acted as a critical link between customers, banks, and merchants, analyzing transaction data to identify fraud patterns and ensure accurate resolutions. My commitment to service excellence eventually led to my promotion to Product Specific Trainer. Today, I leverage my extensive front-line experience to develop training materials and lead sessions that empower our team to provide superior support. I am a self-starter who remains professional under pressure, bringing a "fast learner" mindset and a dedication to building effective customer relationships to every interaction.
Ubiquity Global Services Inc., full_time
Aug 2023 to Feb 2026
As a Product Trainer, I develop and maintain comprehensive training materials, modules, and manuals for our products and services. I deliver engaging training sessions - whether in-person, virtual, or blended-explaining product features, benefits, and troubleshooting in a clear and practical manner. I measure training effectiveness through assessments and feedback, identify knowledge gaps, and provide follow-up or refresher sessions as needed. I also track participant progress, stay current with product developments and industry trends, and serve as a subject matter expert for both internal teams and clients. In addition, I support new employee onboarding, provide post-training assistance, and continuously enhance my training content and delivery based on participant feedback and product updates.