Open to opportunities

Matthew Gabuya

@matthewgabuya

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Teaching and training professional specializing in curriculum design, coaching, and customer-focused technical support.

Philippines

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What I'm looking for

I seek a role where I can design and deliver impactful training, improve team performance, and contribute to a collaborative, customer-focused environment.

I am a teaching and training professional with over five years' experience designing curricula, facilitating training programs, and delivering coaching that improves team performance and customer satisfaction. I have developed manuals and updated cross-departmental curricula, led pioneer training sessions, and measured training effectiveness through assessments and feedback.

I bring hands-on customer service and technical support experience across BPO and tech platforms, having supported sales processes, reservation systems, and product squads to resolve issues and drive consistency. I am committed to clear communication, problem-solving, and continuous improvement to help teams meet business goals.

Experience

Work history, roles, and key accomplishments

Global Trainer

Royal Caribbean Group

Oct 2023 - Nov 2025 (2 years 1 month)

Designed and delivered training programs for new hires and experienced staff across multiple international locations, improving accuracy and customer satisfaction through updated materials and assessment-driven coaching.

Training Development Curriculum Design Coaching Customer Service Learning Assessment Facilitation Cross Functional Collaboration

Inbound Sales Agent

Royal Caribbean Group

Jan 2023 - Oct 2023 (9 months)

Evaluated guest needs and managed reservations, delivering accurate sales quotes and escalating service issues to appropriate support teams to ensure compliance and resolution.

Sales Escalation Management Customer Service Compliance CRM Communication

Customer Care

Continuum Global Solutions

Jan 2022 - Mar 2022 (2 months)

Assisted clients with inquiries about test kits, vaccinations, and pharmacy locations, providing accurate information to support healthcare needs.

Customer Service Healthcare Support Communication

Customer Support

Wattpad

Mar 2021 - May 2021 (2 months)

Responded to user inquiries via ticketing system, troubleshot software/hardware issues, and collaborated with product squads to resolve bugs and report user sentiment for business insights.

Technical Support Ticketing Systems Cross Functional Collaboration User Research Troubleshooting Customer Feedback

Training Associate

Open Access BPO

Nov 2018 - Jul 2020 (1 year 8 months)

Managed training programs, developed course materials, facilitated workshops, and conducted final interviews to ensure candidate suitability and alignment with business requirements.

Training Development Curriculum Design Facilitation Interviewing Program Management

Order Placer

Open Access BPO

Aug 2018 - Nov 2018 (3 months)

Processed customer food orders via web and mobile app, identifying and tagging client issues to support timely resolution and accurate order fulfillment.

Order Processing Customer Service Data Entry Accuracy