Microsoft Office Suite
JHAY LLAGAS
Product Trainer
Makati City,NCR
Summary
- Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
- Knowledgeable Risk Manager equipped with strategic planning and program leadership abilities honed in Financial and Technical industry environments. Establishes strong and successful policies to mitigate risk at each level and establish clear procedures for assessments, prevention and containment. Familiar with regulatory requirements to maintain strict controls.
- Enthusiastic training professional 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.
Overview
7
7
years of professional experience
Work History
Risk Operations Analyst
Ubiquity Global Services
02.2017 - Current
Customer Service Representative
Ubiquity Global Services
- Handle unauthorized transactions, card activation failures, and declines
- Explain card benefits, fees, limits, and compliance requirements
- Address potential fraud, secure accounts, and report lost or stolen cards
- Instruct on using the Cash Card for ATM withdrawals, purchases, and balance checks
- Resolve disputes related to unauthorized charges or discrepancies
- Address failed payments, chargebacks, and incorrect charges.
Risk Operations Analyst
Ubiquity Global Services
- Prepare and submit reports on risk analysis and recommendations
- Maintain accurate records of all risk-related activities
- Develop and enforce risk management policies with cross-functional teams
- Benchmark and implement industry best practices
- Communicate risk findings to stakeholders
- Provide actionable insights for decision-making
- Train staff on risk management, fraud detection, and compliance
- Optimize and integrate risk management systems with business operations.
Trainer
Ubiquity Global Services
- Assess trainee performance through tests, quizzes, and practical assessments
- Provide constructive feedback to help trainees improve
- Offer support and mentorship as trainees apply their learning in real-world scenarios
- Stay updated on industry trends and regulatory changes
- Regularly update training materials to reflect the latest developments
- Develop training curricula covering technical concepts and best practices
- Create technical documentation, user guides, and reference materials
- Deliver in-depth training on software, hardware, and IT systems
- Organize hands-on workshops and labs for practical experience
- Collect and utilize feedback from trainees and stakeholders to improve training effectiveness
- Monitor and report on trainee progress and performance.
Education
Bachelor of Science in Information Technology -
Pateros Technological College
Skills
- Communication Skills
- Training and Facilitation Skills
- Subject matter expertise
- Planning and coordination
- Creative Problem-Solving
- Adaptability and Flexibility
- Leadership Development
- Attention to Detail
- Task Prioritization
- Project Implementation
Profile Info
I am a hardworking and diligent individual who is not afraid to tackle work-related challenges and provide accurate solutions that benefit the company, while ensuring fairness in all my actions. I always work with discipline, creativity, and dedication.
References
- Robertino Montano, Senior Training Manager, 09494467110
- Andrea Marie Asuncion, Training Supervisor, 09667536645
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 30 staff members.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Software
Zendesk
ClientLine
SalesForce
Virtual Machine Environment
Project Management Tool: Jira
Accounting Software
Graphic Design Tools
Timeline
Risk Operations Analyst
Ubiquity Global Services
02.2017 - Current
Customer Service Representative
Ubiquity Global Services
Risk Operations Analyst
Ubiquity Global Services
Trainer
Ubiquity Global Services
Bachelor of Science in Information Technology -
Pateros Technological College
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