Jeshter G.
Mid-Level Training Officer
Open to offersNew to PlatformAbout
Jeshter G. from Cebu City, Philippines, stands out as a versatile Training Officer with considerable experience in instructional design and managing the complete training lifecycle. His expertise in applying Adult Learning Principles and the ADDIE model is evidenced by his role in developing a signature skill curriculum that has been successfully integrated into client operations. Jeshter’s strategic consulting skills include conducting Training Needs Analysis (TNA) and Root Cause Analysis (RCA), which have optimized workflows and improved KPIs. He administers training using various LMS, serving as the main point of contact for client updates. His previous roles in customer service have honed his ability to deliver support and develop best practices, paving the way to his current position in training. Jeshter's journey is complemented by a Bachelor of Science in Mechanical Engineering from the University of Cebu and various certifications in training and facilitation.
Experience
Training Officer
TDCX · 2024 — PresentDeveloped and facilitated training programs for cross-functional teams, including new hire onboarding and behavioral training with a focus on Adult Learning Principles. Conducted Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to determine knowledge gaps and create targeted interventions, enhancing operational KPIs and Quality Assurance (QA) scores. Led the curriculum development of a signature skill program, overseeing its integration into client operations. Managed training courses, user tracking, and compliance reporting through the Learning Management System (LMS). Acted as the primary Point of Contact (POC) for client updates to ensure training materials were current and effective.Customer Service Representative
TDCX · 2023 — 2024Provided outstanding customer support and resolved issues, consistently achieving performance metrics and QA standards. Served as a Subject Matter Expert (SME), assisting colleagues with complex escalations and procedural inquiries. Leveraged operational knowledge to establish best practices, leading to a promotion into the training department.Inbound Customer Service Representative
IntouchCX · 2022 — 2023Managed a high volume of inbound sales inquiries, addressing issues and providing quick resolutions to uphold customer satisfaction (CSAT) scores. Ensured compliance with company guidelines, call flows, and quality standards.Scheduling Specialist
Fusion CX · 2021 — 2022Oversaw logistical and administrative workflows to optimize scheduling and resource allocation for operational efficiency. Communicated schedule updates, adjustments, and reports to key stakeholders promptly.Customer Service Representative
Concentrix · 2019 — 2020Delivered frontline support to customers, utilizing active listening and problem-solving abilities to address inquiries related to healthcare eligibility, claims, and billing.
Skills & Expertise
Education
- Bachelor of Science in Mechanical EngineeringUniversity of Cebu · 2016 — 2018
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