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Work Background
Exact Benefits GroupQuality Assurance Admin Support
Nov. 2025 - May. 2026United States, WestervilleRespond to CTMs and Allegations via the shared email inbox.
- Track complaint details including due dates, assigned agents, sales managers, and carrier-specific requirements.
- Secure Inbox Monitoring Log in to various secured carrier portals to retrieve complaint-related documentation and ensure timely follow-up.
- Agent Investigation Support Research agent disciplinary history and call behaviors. Compile findings into structured summaries and send detailed reports to management.
- Tracker Maintenance Maintain and update trackers for CTMs, Allegations, and investigation outcomes. Ensure all fields are accurate and deadlines are met.
- Reporting Assist in compiling monthly and annual complaint data for leadership review, identifying trends and ensuring completeness.
TDCX PhilippinesTraining officer
Nov. 2021 - Nov. 2025Philippines, Pasig City- Led and facilitated training programs for new hires and existing agents, directly contributing to improved performance metrics and team efficiency.
- Provided critical feedback from the field to the Training Manager, influencing training curriculum and ensuring alignment with agency needs.
- Maintained professional knowledge by attending professional development workshops and benchmarking best practices to ensure training materials were current and effective.
- Managed key training initiatives and projects from concept to completion, meeting and often exceeding project goals.
TDCX PhilippinesTraining Officer
Jan. 2021Led and facilitated training programs for new hires and existing agents, directly
contributing to improved performance metrics and team efficiency.
Provided critical feedback from the field to the Training Manager, influencing training
curriculum and ensuring alignment with agency needs.
Maintained professional knowledge by attending professional development workshops
and benchmarking best practices to ensure training materials were current and
effective.
Managed key training initiatives and projects from concept to completion, meeting
and often exceeding project goals.
Delivered end-to-end training for new hires, fostering a positive and engaging
environment that maximized knowledge retention and skill transfer.
Developed and executed training materials that targeted specific needs using Adult
and Active Learning principles.
Identified and addressed learning gaps by providing tailor-fit solutions through
various methodologies, including ILT-led sessions, online courses, and assessments.
Probe CXTraining Officer
Oct. 2020 - Apr. 2021
Sitel PhilippinesOPS Team Lead
Sep. 2019 - Jan. 2020Directly managed a team of 10+ agents, monitoring and improving both individual and
team performance.
Drove team members to meet account-specific KPIs by providing targeted action
plans and weekly coaching sessions.
Conducted weekly phone call monitoring and coaching to ensure agents
consistently met and exceeded client customer service expectations.
Delivered tailored end-to-end training programs to successfully onboard new hires.
Collaborated with Operations and Quality teams to identify and analyze performance
gaps, providing actionable recommendations to meet target metrics.
Prepared and presented reports on training effectiveness, completion rates, and data
analysis for business reviews.
Sitel PhilippinesLearning Specialist
Jan. 2017 - Aug. 2019Delivered end-to-end training programs to successfully onboard new hires.
Collaborated with Operations and Quality teams to identify and analyze performance
gaps, providing actionable recommendations to meet target metrics.
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