Kevin C. Colina
Coach Track Trainee
Ambiong
Summary
Dedicated and versatile professional with extensive experience in quality analysis, training, and customer relations, seeking the position of Coach Track Trainee. Committed to leveraging a strong background in instructional support and operational excellence to develop leadership skills and drive team performance.
Overview
10
10
years of professional experience
Work History
Operation Specialist
Foundever
07.2025 - Current
- Serve as a Quality Analyst Resource for Campus Support within the Higher Education workstream.
- Act as a Merchant Campus Support/Campus On-Site Support Tier 1, ensuring seamless operational flow.
- Manage multi-channel interactions across Calls, Chat, Slack, and Email to provide comprehensive technical and administrative support.
IELTS Teacher
JIC English Academy Inc.
06.2024 - 08.2024
- Instructed students in the four core language skills (Speaking, Reading, Writing, Listening) tailored for the Academic IELTS band score requirements.
- Led a 'Challenger Camp' intensive program, preparing enrolled students for rigorous testing standards.
- Conducted mock speaking assessments, simulating real exam conditions to help ease test anxiety for students.
- Contributed to the professional development of fellow teachers by sharing best practices, resources, and insights gained from personal experience.
Sales Executive
Diamond Strategies and Outsourcing Philippines
02.2022 - 05.2022
- Managed client databases and executed outbound strategies to engage qualified leads for financial investments.
- Collaborated directly with corporate leadership to generate and analyze sales reports.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
Sales Associate (Point-of-Contact)
e-Precision
10.2021 - 01.2022
- Facilitated communication as a Point-of-Contact (POC) between local and remote teams in Davao City.
- Conducted audits of team calls to maintain quality standards and provided detailed reporting.
- Handled inbound sales interactions and processed orders via manual catalog systems.
Customer Service Representative
Teleperformance
02.2020 - 04.2020
- Represented NAVIENT, assisting U.S.-based clients with private student loan applications and funding.
- Educated students and families on financial options, repayment plans, and general account management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative / Learning Specialist
Sitel
02.2016 - 02.2020
- Served as a Learning Specialist Resource for Greendot Bank, facilitating cross-training programs for new and existing employees.
- Managed high-volume inbound and outbound interactions regarding billing, payments, and account security for Capital One and Greendot.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Statistics
Benguet State University
La Trinidad, Province Of Benguet, Philippines04-2026
Secondary Education -
Bakun National High School - Sinacbat Extension
Bakun, Province Of Benguet, Philippines01-2013
Elementary Education -
Lamut Elementary School
La Trinidad, Province Of Benguet, Philippines01-2009
Skills
- Technical Proficiency: Microsoft Word, Excel, and PowerPoint; Multi-channel Support Tools (Slack, CRM)
- Communication: Highly effective written and oral communication skills
- Training & Mentorship: Ability to simplify complex processes for trainees and students
- Analytical Thinking: Skilled in auditing performance data and generating actionable quality reports
- Adaptability: Proven ability to transition between diverse industries
References
Professional and academic references can be furnished immediately upon request.
WORK EXPOSURE & EXPERTISE
- Operational Quality Assurance: Experience in auditing calls and acting as a Quality Analyst Resource to maintain high service standards.
- Instructional Leadership: Proven track record in academic teaching and corporate learning, specifically in facilitating cross-training for new hires.
- Multi-Channel Communication: Expert in managing complex workflows across various platforms including Slack, Email, CRM systems, and live telecommunications.
- Financial Services Support: In-depth exposure to international banking, student loans, and investment sales.
Timeline
Operation Specialist
Foundever
07.2025 - Current
IELTS Teacher
JIC English Academy Inc.
06.2024 - 08.2024
Sales Executive
Diamond Strategies and Outsourcing Philippines
02.2022 - 05.2022
Sales Associate (Point-of-Contact)
e-Precision
10.2021 - 01.2022
Customer Service Representative
Teleperformance
02.2020 - 04.2020
Customer Service Representative / Learning Specialist
Sitel
02.2016 - 02.2020
Bachelor of Science - Statistics
Benguet State University
Secondary Education -
Bakun National High School - Sinacbat Extension
Elementary Education -
Lamut Elementary School