Louie A.
Mid-Level Customer Service Trainer
Open to offersNew to PlatformAbout
Louie Allan S. is an experienced customer service professional with a solid background across telecommunications, healthcare, hospitality, and car rental industries. As a Trainer II at Concentrix – Vector 1, Louie managed end-to-end new hire training for an Australian telecom account, maintained masterfiles, upheld training systems, and represented the Alabang site in a global trainer initiative. Previously, Louie served as a Customer Service Advocate at Optum Global Services, handling medication status inquiries and health plan explanations for US-based clients, and as a Customer Service Representative at Alorica by the Bay for a US healthcare account. Louie's hands-on experience includes hotel bookings with HRCC-Intelenet and escalation support as a Helpdesk Agent for a US car rental client at C3. Key proficiencies include KPI reporting, facilitation, Microsoft Office, and sales training, underscored by a Bachelor’s academic foundation in hospitality and management accounting.
Experience
Trainer II
Concentrix · 2021 — 2025Initially employed as a Universal Expert for an Australian Telco, addressing customer Service and Tech inquiries. Later advanced to Entry Level Trainer to facilitate new hires from CCT to Nesting and subsequently elevated to Trainer II. Responsibilities included maintaining the end-to-end throughput, Masterfile, overseeing the Training System, and representing Alabang in the program’s global trainer buddy initiative while managing my own new hire class through their training phases.Customer Service Advocate
Optum Global Services · 2020 — 2021Completed training and nesting as an advocate for Optum RX pharmacies, handling inquiries regarding medication status, pricing, and Health Plan Benefits. Achieved high performance scores in my initial month and contributed consistently to team promoters.Customer Service Representative
Alorica by the bay · 2020 — 2020Trained to support a healthcare account based in the United States, managing inquiry calls, clarifications, and member account modifications. Responsibilities also included processing billing and payment transactions.Customer Service Executive
HRCC - Intelenet · 2016 — 2016Engaged in hotel bookings, reservations, and inquiries, selling hotel services to potential customers via phone. Handled booking reservations and provided over-the-phone concierge services.Customer Service Representative and Helpdesk Agent
C3/Customer Contact Channels · 2015 — 2016Started as a CSR for a US-based car rental company, managing inquiry and reservation calls. After eight months, transitioned to the Helpdesk team, responding to Supervisory and Managerial calls to de-escalate issues and address customer complaints effectively.
Skills & Expertise
Education
- Bachelor of Science in International Hotel Management with specialization in Culinary Arts and Kitchen OperationsLyceum of the Philippines University – Cavite Campus · 2016 — 2020
- Bachelor of Science in Management AccountingAteneo De Zamboanga University · 2011 — 2012
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