Open to opportunities

Isaac Balbido

@isaacbalbido

Message

I build virtual training programs and improve contact center performance.

Philippines

Message

What I'm looking for

I'm looking to develop learning programs, facilitate practical training, and improve quality and performance in a collaborative, fast-changing operations environment.

I've led virtual, interactive training cohorts at VirtuAssist, covering core virtual assistant skills while creating standardized learning modules, video tutorials, interactive guides, and SOPs for contact virtual assistant roles.

Across Universal Access and Systems Solutions, Sourcefit, and Concentrix Philippines, I've designed e-learning courses and workshops, facilitated training sessions, and partnered with call center stakeholders to align learning and quality initiatives with organizational goals.

My background in healthcare, travel, sales, and customer service operations helps me develop practical training on active listening, empathy, problem-solving, upselling, quality assurance, and performance improvement.

Experience

Work history, roles, and key accomplishments

Learning and Development Specialist

Virtuassist

Jun 2025 - Aug 2026 (1 year 2 months)

Led virtual training cohorts for core VA skill sets and developed standardized learning modules, guides, video tutorials, and SOPs for virtual assistant roles.

Bootcamp Facilitation Curriculum Development virtual training Instructional Design

Learning and Development Specialist

Universal Access and Systems Solutions

Oct 2024 - Dec 2025 (1 year 2 months)

Designed and implemented learning strategies and programs including e-learning courses and workshops, and facilitated training sessions to enhance employee skills.

E Learning Workshop Facilitation Training Delivery

Call Center Operations Manager

Gkim Digital Ltd.

Mar 2024 - May 2024 (2 months)

Managed healthcare account operations, monitored KPIs, and developed quality assurance programs to improve agent performance and customer satisfaction.

Performance Monitoring Quality Assurance KPI Tracking Call Center Management Healthcare

Learning and Quality Consultant

Sourcefit: Customer Offshore Staffing Solutions

Aug 2023 - Mar 2024 (7 months)

Collaborated with stakeholders to align training and quality initiatives with organizational goals and objectives.

Consulting

Learning and Development Trainer

Concentrix Philippines

Apr 2021 - Aug 2023 (2 years 4 months)

Conducted workshops and skill-building sessions to develop call center agents' competencies such as active listening, empathy, problem-solving, and upselling.

Active Listening Empathy Problem Solving Upselling

Associate I - Customer Service Representative

Wns Philipines

Apr 2019 - Apr 2021 (2 years)

Answered inbound calls, emails, and chats from customers, providing accurate information about products, services, policies, and procedures.

Customer Service Inbound Calls Email Support Chat Travel Industry

Service Provider

Jollibee Foods Corporation

Jun 2016 - Apr 2019 (2 years 10 months)

Greeted customers, took orders, processed payments, and recommended menu items to enhance dining experience and increase sales.

Customer Service Cash Handling Point of Sale Upselling

Education

Degrees, certifications, and relevant coursework

New Era University

Bachelor of Science, Electronics and Communications Engineering

2014 - 2018

Pursued a Bachelor of Science in Electronics and Communications Engineering, gaining a strong foundation in engineering principles and communications.