Haych Hubalde

Led and coached a remote customer service team, ensuring high-quality support across voice, email, and chat. Implemented agent development plans, quality audits, and workflow improvements, coordinating with Tech, Product, and QA to resolve service-impacting issues.

Delivered onboarding and refresher training for new and tenured agents, designing process improvement projects and handing off successful workflows to operational teams. Assessed training outcomes and adjusted materials based on performance trends and service gaps.

Handled customer requests and concerns via email, chat, and phone, often extending shifts past 12 hours to resolve critical issues. Assessed account risk to provide customized resolutions or retention offers, identified inefficiencies in support SOPs, and provided frontline feedback to the product team.

Prospected and presented proposals to individual and corporate clients to close accounts. Trained co-health counselors on product knowledge and sales, helped clients understand plan requirements, and supported processing for medical benefits.

Managed operational finance during the company’s transition from startup to operations, including financial reports, payroll, and necessary documentation. Coordinated with trip contractors and represented the owner in operations and decision-making when needed.

Researched target markets for Google AdWords and online marketing services and supported pre-sales client service to build trust in the company’s work. Closed major accounts, supervised operations/technical teams, and managed client accounts from requirements gathering through maintenance.

Supported customer and sales-facing operations by prospecting and presenting proposals to individual and corporate clients to close accounts. Assisted with training and helped clients understand plan requirements needed to avail medical benefits.

Improved customer support operations for the BOW-SMART telco partnership using hybrid onsite/remote workflows, including virtual 24/7 coverage. Streamlined support flow between customer service and operations, learned basic backend troubleshooting for faster resolutions, and trained/supervised the growing support team.

Recruited, trained, and supervised sales agents on product knowledge and marketing activities. Presented real estate projects, handled client inquiries, and conducted follow-ups to close sales.

Developed marketing calendar and presentation materials for the East Valley Mall project and independently managed Boracay event logistics and participant care. Produced promotional materials for online/offline campaigns, coordinated partner activities/photoshoots, and supported market research and consignment agreements to expand publication reach.

Created and delivered weekly global safety presentations used by senior leadership for executive briefings. Tracked compliance across multiple regions, addressed safety risks to reduce backlog through pre-assessments and process streamlining, and supported internal events and PMO inbox triage.

Sourced and vetted real estate brokers and lead-generation partners to secure deals for client acquisition and prospecting. Recruited, trained, and supervised program agents and managed client relationships with consistent updates aligned to campaign objectives.

Supervised marketing, event coordination, and daily operations to maintain service quality during a challenging transition period. Initiated corporate tie-ups and acted as liaison between the managing director, clients, and suppliers to keep timelines aligned with expectations.

Supported marketing and sales activities by recruiting, training, and supervising sales agents on product knowledge and marketing. Handled client inquiries and follow-ups to support real estate project sales efforts.

Researched and developed creative content for the 'Hapinas' daily morning comedy show, adapting ideas for day-to-day production needs. Supported content development for other shows by helping an undermanned creative team in a fast-paced environment.

Counseled prospective clients on course options based on background, goals, and skill level, and executed marketing strategies for a new mall-based campus location. Managed monthly accounts receivable reporting, implemented revenue improvement strategies, and trained/supervised newly hired course consultants.

Completed TESOL (Teaching English to Speakers of Other Languages) studies at Messiah School of Professional Studies from January to May 2006.

Earned an Advanced Diploma in Computer Studies with a major in Programming at Informatics Computer Institute (1998–2001).

Studied Management Information System at the Philippine School of Business Administration from 1995 to 1996.

Studied Fine Arts with a major in Advertising at the University of Santo Tomas from 1993 to 1995.

Completed secondary education at Miriam College from 1989 to 1993.

Completed elementary education at Maryknoll College from 1982 to 1989.