James Lorenz Paz
Malabon
Summary
Since 2019, I have been working at VXI as a teammate managing PayPal. My role involves fielding over 80 calls daily, managing clients' accounts, addressing financial concerns, and handling service inquiries. I have received comprehensive training in back office, chat, email, and voice operations. Due to my exceptional performance, I was promoted to the position of PayPal Mentor, where I assist and guide new employees. I have also become a certified PayPal Trainer by one of our training clients. By utilizing organizational software, I effectively implement innovative teaching strategies and accelerated learning methods. Overall, my experience at VXI has equipped me with the skills to provide excellent service and training in PayPal operations.
Overview
7
7
years of professional experience
Work History
Strategic Partner Master Trainer
VXI Global Holdings
06.2024 - Current
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
Training Specialist
VXI Global Holdings
11.2022 - 06.2024
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Increased employee retention through engaging and relevant training sessions tailored to individual needs.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
Associate Trainer
VXI Global Holdings
06.2021 - 11.2022
- Accurately tracked job activities, expenses and attendance.
- Increased employee productivity by conducting targeted skill development workshops.
- Facilitated hands-on learning experiences through group activities and simulations, promoting practical application of concepts.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Mentored employees during probationary period to answer questions and offer improvement strategies.
Customer Sales & Services Associate
Inspiro (Formerly SPi CRM) - Head Office
06.2017 - 07.2019
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Bachelor of Science - Secondary Education
City of Malabon University
Malabon, Metro Manila, Philippines06-2016
High School Diploma -
Tinajeros National High School
Malabon, Metro Manila, Philippines05-2016
Skills
- Data-driven decision-making
- Industry Expertise
- Stakeholder Management
- Influencer Engagement
- Strategic Planning
- Performance Analysis
- Customer Service
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
Timeline
Strategic Partner Master Trainer
VXI Global Holdings
06.2024 - Current
Training Specialist
VXI Global Holdings
11.2022 - 06.2024
Associate Trainer
VXI Global Holdings
06.2021 - 11.2022
Customer Sales & Services Associate
Inspiro (Formerly SPi CRM) - Head Office
06.2017 - 07.2019
Bachelor of Science - Secondary Education
City of Malabon University
High School Diploma -
Tinajeros National High School
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