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Roxanne J. — Mid-Level Customer Service Trainer from Philippines

Roxanne J.

Mid-Level Customer Service Trainer

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Roxanne J. T. is a seasoned customer service and training professional with over five years of experience specializing in digital engagement, client support, and team development. Having worked at Concentrix Manila, she excelled as a Trainer II, where she led program-specific training sessions and managed nesting processes for retail teams handling chat, email, and phone cases. She facilitated multiple classes, developed infographics for skill checks, and planned training schedules, culminating in a Client Choice Award in 2025. Additionally, Roxanne's tenure at Sutherland Global Services Inc. saw her adeptly handle customer queries via email and live chat for Spotify PH, achieving an impressive 97% CSAT rating. With strong capabilities in Creative Writing, Account Management, and systems like Salesforce and MS Office, Roxanne is committed to fostering operational improvements and enhancing team performance in global environments.

Experience

  • TRAINER II

    Concentrix Manila (Caterpillar PH) · 2024 — 2026
    Conducted program-specific training for the retail team handling chat, email, and phone cases over a 12-day period, followed by a 15-day nesting phase. Delivered training sessions for multiple classes, facilitating a total of 32 learners across different cohorts. Developed and presented weekly performance reports on new hire classes for 15 weeks post-training. Created infographics for reminders and skill checks aimed at 37 agents in production on a monthly basis. Organized training for new processes impacting 196 agents, ensuring alignment with client-mandated schedules. Implemented a training innovation program to assess and enhance the performance of agents with 6 months of experience. Contributed to monthly case audits with a variance of less than 5% from standard. Distributed day-end reports following each training shift and participated in weekly meetings with clients and operations management.

  • INTERNET ASSOCIATE (CUSTOMER SERVICE)

    Sutherland Global Services Inc. Manila (Spotify PH) · 2019 — 2024
    Managed customer inquiries through email and live chat, handling up to 8 conversations concurrently. Processed an average of 40 artist and label profile access requests and 20 content relocation requests daily. Successfully assisted 28 initially dissatisfied customers in chat, garnering 5-star recommendations and maintaining a 97% CSAT rating throughout employment. Acted as a Subject Matter Expert, providing support to 20 upskilled agents alongside the program trainer.