Open to opportunities

Matt Tzaddi Baladad

@matttzaddibaladad

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Communications specialist with expertise in content creation and analysis.

Philippines

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What I'm looking for

I am looking for a role that allows me to leverage my communication skills and creativity while contributing to team success and enhancing customer experiences.

I am a dedicated communications specialist with a strong background in content creation and knowledge management. Currently, I work at Awesome CX, where I have authored over 1000 articles aimed at enhancing the knowledge base for agents and team leaders. My role involves not only writing but also managing the knowledge base system to ensure that all content is accurate, relevant, and easily accessible. I am passionate about facilitating training courses that engage agents and improve their performance.

In my previous roles, I have developed a keen ability to analyze data trends within our knowledge system, which has allowed me to optimize content delivery and enhance the overall effectiveness of our communication tools. My experience as a Tier 2 agent has equipped me with the skills to support and guide Tier 1 agents, ensuring that customer inquiries are resolved efficiently. I thrive in collaborative environments and enjoy working with teams to improve processes and outcomes.

Experience

Work history, roles, and key accomplishments

Current

Communications Specialist, TechStyleOS

Current

Awesome CX

Jan 2024 - Present (1 year 4 months)

Authored over 1000 articles for agents and team leaders and managed the knowledge base system, ensuring content accuracy and accessibility. Facilitated the creation of monthly training courses and organized meetings to deliver key brand updates.

Zendesk Knowledge Base Systems Content Writing Data Analysis Quality Assurance Customer Service

Communications Apprentice

Awesome CX

Nov 2022 - Present (2 years 6 months)

Supported the Communications team in organizing the knowledge base and assisted in drafting and editing internal communications. Collaborated with senior communications specialists to enhance knowledge-sharing processes.

Knowledge Management Internal Communications Content Editing Collaboration

Tier 1 Customer Service Agent

Awesome CX

Sep 2021 - Present (3 years 8 months)

Managed three simultaneous live chat interactions, ensuring prompt and efficient customer support. Assisted customers with retention, billing, shipping, and order inquiries, resolving issues with efficiency.

Live Chat Support Customer Service Billing Order Inquiries

Education

Degrees, certifications, and relevant coursework

University of Southeastern Philippines

Bachelor of Secondary Education, Secondary Education

2016 - 2020

Activities and societies: President of the Senior Students Organization from 2019–2020, managing all senior students of the college in all activities throughout the school year.

Completed a Bachelor of Secondary Education program at the University of Southeastern Philippines. Focused on preparing for a career in secondary education.