Microsoft Office Suite
Miguel Paolo Montecillo
Customer Service & Training Specialist
Cagayan De Oro, Province Of Misamis Oriental
Summary
Dynamic Training Specialist and customer service-savvy, with a proven track record at employee development. Skilled in needs analysis and training material design, I foster a culture of continuous learning and driving performance improvements. Highly proficient in all manners of communication and administration, I adapt and learn quickly to provide masterful execution of tasks and deliverables for a diverse set of stakeholders.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Training Specialist
FWD Life Insurance
01.2023 - 12.2024
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Developed lesson plans, instructional materials and written practice tests for the Insurance Licensure Exam and sales training courses.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
Beaks & Brew Cafe
Manager
01.2022 - 12.2022
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Readiness Ambassador
Teleperformance
12.2020 - 12.2021
- Built relationships with key stakeholders, fostering collaboration and understanding between the agents and client (TMobile).
- Assisted team with operational policies and procedures to drive services through data analytics.
- Evaluated agents' progress towards achieving mission goals using key performance indicators and implemented necessary incentive structures for continuous improvement.
- Trained and onboarded existing agents on new products, protocols and procedures for agents' continuous excellence and mastery on the production floor.
Manager
Hashibami Japanese Restaurant
09.2019 - 06.2020
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Assistant Sales Manager
Xingda Construction Supply
09.2015 - 08.2019
- Developed strong client relationships for repeat business and increased referrals.
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
- Generated sales report to help upper management make effective decisions and sales plans.
Education
Bachelor of Science - Business Administration & Human Resource Dev't
Liceo De Cagayan University
Cagayan De Oro, Province Of Misamis Oriental, Philippines 04.2001 -
Skills
Excellent Customer Service
Training program development
Soft skills training
E-learning platforms
Employee development
Needs analysis
Training material design
Course creation
Adaptability and flexibility
Data organization
Clerical & Business Administration
Software
Project Management Tools
Adobe Suite
Google Suite
Certification
Insurance Institute of Asia and the Pacific - Trainer's Accreditation Course
Timeline
Insurance Institute of Asia and the Pacific - Trainer's Accreditation Course
02-2024
Training Specialist
FWD Life Insurance
01.2023 - 12.2024
Beaks & Brew Cafe
Manager
01.2022 - 12.2022
Readiness Ambassador
Teleperformance
12.2020 - 12.2021
Manager
Hashibami Japanese Restaurant
09.2019 - 06.2020
Assistant Sales Manager
Xingda Construction Supply
09.2015 - 08.2019
Bachelor of Science - Business Administration & Human Resource Dev't
Liceo De Cagayan University
04.2001 -
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