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Managed the full used-car acquisition sales cycle, engaging sellers across phone, email, and chat from inquiry to closed deal. Delivered consistent front-line customer support while maintaining daily quality and communication targets in a fully remote setup.

Facilitated product-specific training for new hires supporting Gannett (USA Today Network) subscription customer service operations. Assessed cohort learning progress, identified knowledge gaps early, and delivered targeted pre-queue feedback to improve readiness.

Managed frontline CS agent performance for T-Mobile’s Team of Experts program, coaching daily against CSAT, NPS, FCR, Saves, AAL, and AHT metrics. Handled floor escalations, ran huddles and call listening, and supported hiring processes to protect customer satisfaction.

Served as a pioneer trainer for T-Mobile’s Team of Experts launch in the Philippines, deploying and replicating the support model across multiple Alorica sites. Conducted training needs analysis to drive measurable First Call Resolution (FCR) improvements and delivered the TEX curriculum across five lines of business.

Provided inbound customer support for T-Mobile postpaid subscribers, handling account management, billing inquiries, plan changes, and service issues. Resolved technical concerns with step-by-step guidance to reduce repeat contacts and consistently meet CSAT, FCR, AHT, and quality targets in a high-volume environment.

Attended a Bachelor of Science program in Mechanical Engineering at Don Honorio Ventura Technological State University from 2012 to 2015.