JCJohn Paul Cabrillos
@johnpaulcabrillos
Experienced BPO professional specializing in training and quality management.
PhilippinesWhat I'm looking for
With over 9 years of experience in Customer Service, Training, and Quality, I am passionate about mentoring teams and driving excellence in every aspect of my work. My expertise lies in training management and making data-driven decisions that lead to significant improvements in performance and quality.
Throughout my career, I have successfully conducted new-hire training classes, including international batches, achieving an impressive 87% throughput rate within a year. I was honored to receive the Business Impact Award for leading the implementation of a new business line, ensuring a smooth transition and achieving a 100% endorsement rate of new employees to production.
Currently, as a Training Officer at TDCX PH, I monitor and evaluate training effectiveness through assessments and feedback, while designing and executing training programs for both new hires and tenured employees. My commitment to continuous improvement drives me to track and analyze performance metrics, ensuring that my teams are equipped with the skills they need to excel.
Experience
Work history, roles, and key accomplishments
Training Officer
TDCX PH
Oct 2023 - Present (1 year 8 months)
Monitored and evaluated training effectiveness through assessments and feedback. Designed, developed, and executed training programs for new hires and tenured employees. Tracked and analyzed performance metrics to drive continuous improvement initiatives.
Training and Quality Specialist
Everise
Apr 2020 - Mar 2024 (3 years 11 months)
Conducted evaluations and observed over 100 employees’ performance to identify areas of improvement. Developed tailored training programs to enhance employee skills and adherence to quality standards.
Customer Relations Officer
Everise
Apr 2020 - Apr 2022 (2 years)
Managed customer interactions and resolved inquiries to enhance customer satisfaction. Collaborated with teams to improve service delivery and operational efficiency.
Technical Support / Subject-Matter Expert
Sykes Asia Inc.
May 2019 - Feb 2020 (9 months)
Provided technical support and expertise to customers, ensuring effective resolution of issues. Assisted in training new team members on technical processes.
Customer Support / Lead Mentor / Asst. Team Leader
Teleperformance
Jul 2018 - Apr 2019 (9 months)
Led a team of customer support representatives, providing mentorship and guidance. Ensured high-quality service delivery and resolved escalated customer issues.
Sales Representative
VXI Inc.
Nov 2017 - Jun 2018 (7 months)
Engaged with customers to promote products and services, achieving sales targets. Developed strong customer relationships to enhance retention.
Customer Service / Technical Support / Sales / Retention Specialist
Sitel
Mar 2016 - Sep 2017 (1 year 6 months)
Provided comprehensive customer service and technical support while also focusing on sales and customer retention strategies.
Education
Degrees, certifications, and relevant coursework
Access Computer College
Bachelor of Science, Business Administration
2014 - 2018
Completed a Bachelor of Science in Business Administration with a major in Marketing and Management, focusing on the principles of business, marketing strategies, and management practices.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
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