Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Elpidio Jr. V. Ducay

Elpidio Jr. V. Ducay

Project Coordinator, Leadership, Customer Service, Training.

Summary

Experienced professional in customer service, training, Project coordination, and team management. Proven track record in coaching, developing training materials, and leading teams across online casinos, e-commerce, and healthcare. Committed to operational excellence and customer satisfaction. Seeking a role to drive organizational success and foster growth.

Overview

16
16
years of professional experience
6
6
years of post-secondary education
3
3
Certifications

Work History

Project Coordinator

HGS OSS
12.2024 - 05.2025
  • Ensured efficient project execution by overseeing construction and repair timelines for internal and external subcontractors, resulting in streamlined operations and timely completion of tasks.
  • Facilitated seamless collaboration with Australian government housing agencies to align repair and maintenance schedules, effectively addressing tenant needs in housing projects.
  • Enhanced business decision-making through direct communication with company stakeholders, providing crucial insights that impacted strategic operations.
  • Optimized financial processes by creating accurate invoices for Australian housing projects, ensuring proper billing and documentation of contractor services rendered.

Subject Matter Expert/Trainer

Megaxcess I.T. Solutions Inc.
04.2023 - 05.2024
  • Strengthened agent performance and skill retention by conducting coaching sessions and refresher courses, fostering continuous improvement in service delivery
  • Developed comprehensive training materials for classroom learning, ensuring effective knowledge transfer and skill enhancement.
  • Led interviews for prospective team members, contributing to the selection of qualified candidates and the overall growth of the department.
  • Facilitated cross-team collaboration for calibration and technical alignment, driving operational consistency and efficiency across teams.

Senior Customer Service Representative

Satellite office
09.2022 - 03.2023
  • Provided consistent customer support by handling calls regularly, effectively addressing concerns and ensuring prompt resolution. Facilitated seamless issue escalation to the appropriate channels, maintaining service efficiency and customer satisfaction.
  • Managed high-volume email inventories, efficiently reducing daily counts from 300 to zero, ensuring timely communication and streamlined workflow.

Senior Customer Service Representative

HCL Technologies Limited
01.2019 - 01.2022
  • Processed customer sales orders efficiently, ensuring accurate transactions and seamless service delivery.
  • Provided timely and precise responses to customer inquiries regarding products and deliveries, enhancing customer satisfaction and trust.

Professor

Baptist Bible College Asia
01.2009 - 01.2019
  • Engaged in theological instruction by delivering well-structured, insightful lectures, fostering deep understanding of biblical principles and their application.
  • Developed comprehensive course materials including syllabi, study guides, and assessments, ensuring a rigorous and enriching academic experience.
  • Facilitated collaborative learning through interactive discussions, case studies, and real-world applications, preparing students for vocational ministry and leadership roles.
  • Maintained academic excellence by continually refining course content, integrating historical and contemporary theological perspectives for a well-rounded education.

Call Center Supervisor/Manager

Global Surge
01.2016 - 01.2018
  • Oversaw and optimized contact center operations, ensuring seamless customer interactions and efficient service delivery.
  • Managed clients' e-commerce stores, promptly addressing inquiries and processing orders to enhance customer satisfaction and business performance.
  • Conducted comprehensive training for aspiring program participants, equipping them with essential skills and knowledge.
  • Provided detailed reports to onshore counterparts in the USA, facilitating informed decision-making and operational alignment.

Vendor Specialist

Hinduja Global Solutions
01.2013 - 01.2017
  • Ensured accurate insurance coordination by proactively contacting other insurance companies, verifying benefits, and updating the company system to maintain seamless processing
  • Facilitated efficient healthcare operations by confirming inpatient stays and clinic visits with providers, collaborating with CMS to request necessary updates.
  • Maintained compliance and data integrity by updating the CMS portal, modifying information based on coordination efforts, and ensuring accuracy in healthcare records.

Education

Bachelor of Arts - Biblical Studies

Louisiana Baptist University
01.2005 - 01.2009

Associate of Computer Science -

Datamex Institute of Computer Technology
01.2002 - 01.2004

Skills

  • Customer Service Excellence

  • Training and Development

  • Team Leadership

  • Operational Management

  • Project Coordination

  • Time Management

  • Problem-Solving

Certification

Tesol (Teaching English to Speakers of Other Languages) Certification, 05/01/18

Timeline

Project Coordinator

HGS OSS
12.2024 - 05.2025

Subject Matter Expert/Trainer

Megaxcess I.T. Solutions Inc.
04.2023 - 05.2024

Senior Customer Service Representative

Satellite office
09.2022 - 03.2023

Senior Customer Service Representative

HCL Technologies Limited
01.2019 - 01.2022

Call Center Supervisor/Manager

Global Surge
01.2016 - 01.2018

Vendor Specialist

Hinduja Global Solutions
01.2013 - 01.2017

Professor

Baptist Bible College Asia
01.2009 - 01.2019

Bachelor of Arts - Biblical Studies

Louisiana Baptist University
01.2005 - 01.2009

Associate of Computer Science -

Datamex Institute of Computer Technology
01.2002 - 01.2004

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Elpidio Jr. V. DucayProject Coordinator, Leadership, Customer Service, Training.