Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
John Randel Agabon

John Randel Agabon

Trainer
Escalante City

Summary

Dynamic Training and Development professional with 2 years of experience in training delivery, needs analysis, content creation, and talent development. Skilled in designing engaging training programs that align with organizational goals. Strong in creativity, analysis, and collaboration, with a focus on continuous learning and employee growth. Subject Matter Expert with expertise in research, company technology, and standard operating procedures. Experienced in working with clients and teams to recommend improvements based on industry insights, optimizing processes, resources, and stakeholder engagement to meet strategic objectives.

Overview

2025
2025
years of professional experience

Work History

Product Specific Trainer

Ubiquity Global Services Inc.
05.2022 - Current
  • Evaluated training effectiveness by tracking participant progress and collecting feedback for ongoing improvement.
  • Provided one-on-one mentoring to support individual growth within the organization.
  • Coached employees on best practices and offered constructive feedback to enhance professional development.
  • Collaborated with subject matter experts to create accurate and relevant training content.
  • Mentored new hires, contributing to stronger team development and higher productivity.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Led and oversaw employee training and supervision, including performance evaluations, scheduling, work assignments, conflict resolution, and daily operations.
  • Identified training needs, coordinated and planned training initiatives, and generated regular reports (daily, weekly, monthly).
  • Validated payroll, conducted coaching sessions, managed client escalations, and handled team feedback.
  • Trained across all Lines of Business, including Voice, Email, and Back Office, and supported multiple programs such as VIP Programs.


Customer Service Subject Matter Expert

Ubiquity Global Services Inc.
1 2022 - 05.2022
  • Mentored junior team members, supporting their professional growth and development.
  • Enhanced team performance by providing expert guidance on key projects and strategic initiatives.
  • Established best practices for knowledge sharing, promoting a culture of continuous learning and improvement.
  • Supported new hires and production floor agents, offering real-time feedback, flyby coaching, and assessing performance in both metrics and behavior.
  • Contributed to the launch team for the relocation from Bacolod to the CDO site.

Customer Service Representative

Ubiquity Global Services Inc.
01.2021 - 01.2022
  • Resolved customer complaints with empathy, boosting loyalty and repeat business.
  • Managed high-stress situations professionally, resolving disputes and conflicts effectively.
  • Enhanced customer satisfaction by addressing concerns quickly and providing accurate information.
  • Handled escalated calls efficiently, ensuring resolutions that benefited both customers and the company.
  • Maintained detailed records of customer interactions to ensure follow-up and issue resolution.
  • Developed strong product knowledge to offer tailored recommendations based on customer needs.
  • Built rapport with customers through active listening, leading to improved retention and positive feedback.
  • Resolved cardholder concerns, troubleshooting account issues, reviewing transactions, and assisting with online banking access.
  • Up-skilled for multiple lines of business, including a Financial Technology account.

Retail Customer Service Representative

StarTek
04.2019 - 04.2020
  • Provided exceptional customer support through phone, chat, and email, helping with order inquiries, product recommendations, returns, refunds, and troubleshooting.
  • Resolved customer concerns quickly and professionally, ensuring a positive shopping experience.
  • Provided product details, processed orders, and assisted with account-related issues, all while meeting performance targets and maintaining high customer satisfaction.

Education

Bachelors in Physical Education - Physical Education

Northern Negros State College of Science And Tech
Sagay, Province Of Negros Occidental, Philippines
04.2001 -

High School Diploma -

Escalante National High School
Escalante, Province Of Negros Occidental, Philippines
04.2001 -

Skills

Verbal Communication Skills

Accomplishments

  • Recognized as Top Trainer for Q1 and Q2
  • Nominated for the BetterwithU Award for outstanding employee performance across regions.
  • Received Client Recognition for Outstanding Support during Product Training for creating comprehensive process guides.

Timeline

Product Specific Trainer

Ubiquity Global Services Inc.
05.2022 - Current

Customer Service Representative

Ubiquity Global Services Inc.
01.2021 - 01.2022

Retail Customer Service Representative

StarTek
04.2019 - 04.2020

Bachelors in Physical Education - Physical Education

Northern Negros State College of Science And Tech
04.2001 -

High School Diploma -

Escalante National High School
04.2001 -

Customer Service Subject Matter Expert

Ubiquity Global Services Inc.
1 2022 - 05.2022

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