English
Gizalle Exclamador
Trainer (Learning And Development)
Rodriguez
Summary
Trainer with over 3 years of experience in the airline customer service sector, specializing in new hire onboarding, upskills, and refresher training programs. Proficient in industry tools including Amadeus GDS, Salesforce CRM, and IFLY, with a strong track record of enhancing agent performance and compliance. Previously served more than 4 years as a frontline Customer Service Representative, handling complex customer complaints and loyalty program inquiries for airline accounts and retail clients such as Amazon. Recognized for delivering high‑quality training, improving customer satisfaction, and supporting operational excellence in fast‑paced environments.
Overview
8
8
years of professional experience
2
2
Certificates
2
2
Language
Work History
Trainer
TTEC
06.2023 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one coaching to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Facilitated virtual, in-person and blended learning sessions.
- Mentored more than 20 batch of new hires, resulting in stronger staff development and increased productivity.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Customer Service Representative
TTEC Holdings Inc
03.2019 - Current
- Managed 50+ customer calls per day while consistently maintaining high satisfaction scores.
- Recognized as the Top 1 Premium Agent for 5 consecutive months, demonstrating excellence in customer service and complaint resolution.
- Guaranteed excellent customer service by catering customer needs and providing quality and timely assistance for premium members.
- Assisted TL for NPS scrubbing and building case for unusual members request.
Trainer Intern
TTEC Holding Inc.
03.2022 - 06.2023
- Facilitated Full Induction training programs for airline customer service representatives.
- Co‑facilitated new hire training across multiple sites (Araneta City and Dumaguete), covering Members Update and Full Induction sessions.
- Delivered refresher trainings on key airline account processes including Accounts Security, Fraud Prevention,and tools updates for more than 300 agents.
- Assessed and guided agents in completing required educational courses such as TTEC Talent and Qantas Workday modules.
- Supported training delivery to enhance agent performance, compliance, and customer satisfaction for premium airline members.
Customer Service Representative
TTEC Holding Inc.
03.2019 - 06.2023
- Managed 50+ customer calls per day while consistently maintaining high satisfaction scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Alorica Philippines
09.2017 - 06.2019
- Assisted more than 50 customers with orders, returns, refunds, and product‑related questions per day.
- Troubleshot and resolved delivery, payment, and account‑related issues.
- Served as the first point of contact for customers across US, Canada and the UK via phone and email.
.
Credit Expert
Home Credit Philippines
09.2018 - 02.2019
- Evaluated more than 20 customer creditworthiness per day by reviewing applications, verifying documents, and assessing risk factors.
- Ensured compliance with company policies and regulatory requirements in all credit transactions.
- Exercised authority to approve or reject loan applications based on creditworthiness and company policies..
Education
Bachelor of Science - Marketing Management
University of Rizal System
Rodriguez Campus 04.2001 -
Skills
Customer Service Excellence: Active listening, empathy, conflict resolution, complaint handling
CRM Tools: Salesforce (case management, customer tracking, workflow automation
Communication: Strong verbal and written communication skills for diverse customer
Problem-Solving: Quick issue resolution, troubleshooting, and escalation management
Certification
Leadership Foundation Training
Timeline
Leadership Foundation Training
02-2026
Trainer
TTEC
06.2023 - Current
Build Talent Development Program
03-2022
Trainer Intern
TTEC Holding Inc.
03.2022 - 06.2023
Customer Service Representative
TTEC Holding Inc.
03.2019 - 06.2023
Customer Service Representative
TTEC Holdings Inc
03.2019 - Current
Credit Expert
Home Credit Philippines
09.2018 - 02.2019
Customer Service Representative
Alorica Philippines
09.2017 - 06.2019
Bachelor of Science - Marketing Management
University of Rizal System
04.2001 -