Ferandrew Umali
Trainer; Instructional Designer
Colubot
Summary
To participate and improve my abilities as a trainer and/or advocate. Eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 4 years of related experience and superior planning and time management abilities.
Successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Extensive knowledge of adult learning and management, and proven success working with local and foreign clients. Devoted to long-lasting and comprehensive results for every client. Trained in Healthcare, learning and development, and AI tools such as SymTrain and EverAI use.
Overview
15
15
years of professional experience
12
12
years of post-secondary education
Work History
HEALTHCARE ACCOUNT TRAINER
Everise
Taguig City
01.2021 - 02.2025
- Trains agents who accept calls with customers needing help with their healthcare benefits, prescriptions, over-the-counter benefits and other healthcare insurance benefits
- Also been part of the Learning and Development Team as an Instructional Designer
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Used SymTrain to design training for new hire and tenured employees and increase company retention and productivity rates.
Technical Support
Sutherland
Mandaluyong City
02.2020 - 06.2020
- Accept calls for Website tech problems and upsell additional products and services.
- Delivered high-quality technical support services, consistently meeting tight deadlines under pressure situations.
- Assisted call-in customers with questions and orders.
Technical Support / Customer Service
Sykes
Taguig City
05.2019 - 01.2020
- Accepts calls for Troubleshooting Security Cameras
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Travel Specialist/ CSR
WNS
Quezon City
05.2017 - 04.2018
- Accepts calls for people who want to travel and has airport troubles
- Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
- Developed strong relationships with clients, leading to repeat business and positive referrals.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Sales Rep
Results
Pasig City
01.2013 - 01.2014
- Accepts calls from people who want to buy or is inquiring about our product
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
TSR / CSR
Teletech
Cainta Rizal
01.2010 - 01.2011
- Accepting calls about technical difficulties of customers with the internet and their computers and other devices
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Answered constant flow of customer calls with minimal wait times.
Education
Elementary-Secondary -
San Benildo Integrated School
01.1997 - 01.2007
Tertiary - Multimedia Arts and Sciences
Mapua Institute of Technology
Tertiary - Hotel and Restaurant Management
Our Lady of Fatima University
01.2009 - 01.2011
Skills
- Healthcare Trainer
- Microsoft Tools
Public speaking
Lesson planning
Planning and coordination
Online instruction
Materials preparation
Program management
Creative problem solving
Course development
Curriculum planning
Interpersonal communication
New hire training
Additional Information
All throughout my school life, I have been active in our school paper.
Timeline
HEALTHCARE ACCOUNT TRAINER
Everise
01.2021 - 02.2025
Technical Support
Sutherland
02.2020 - 06.2020
Technical Support / Customer Service
Sykes
05.2019 - 01.2020
Travel Specialist/ CSR
WNS
05.2017 - 04.2018
Sales Rep
Results
01.2013 - 01.2014
TSR / CSR
Teletech
01.2010 - 01.2011
Tertiary - Hotel and Restaurant Management
Our Lady of Fatima University
01.2009 - 01.2011
Elementary-Secondary -
San Benildo Integrated School
01.1997 - 01.2007
Tertiary - Multimedia Arts and Sciences
Mapua Institute of Technology
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