Reliable Training Coordinator & Customer Care Specialist

With experience as a Back Office Support Specialist in an e-commerce environment and a background in training and operational support, I have developed strong administrative and coordination skills. My role involved ensuring that customer concerns were resolved efficiently, contributing to customer satisfaction and smooth business operations. During my time as a Trainer, I was not only responsible for facilitating learning sessions but also for providing strategic support to various departments, teams, and programs. This helped ensure operational efficiency and alignment with business goals. Through these roles, I have honed critical skills in communication, organization, and multi-department collaboration, while deepening my expertise in office and administrative functions such as documentation, reporting, scheduling, and stakeholder support.

Throughout my career, I have developed a strong ability to create and enhance efficient processes. Some of my key contributions include developing call scripts, standardizing call flows and documentation, creating procedures for wrong or missing items received, establishing training room rules, designing standardized Google Forms, and building a centralized data hub.

English proficiency has been a critical part of my career. From delivering training sessions and writing knowledge base articles to handling reports and client communication, I have consistently used English in both speaking and writing. This has allowed me to effectively communicate with foreign clients, produce clear documentation, and ensure smooth knowledge transfer within teams.

Utilized MS Dynamics as the primary tool in managing cases, creating knowledge base articles, and maintaining CRM records. Also, pioneered training sessions and developed training materials to support the successful transition to Microsoft Dynamics 365.

I have 7 years of experience with a computer and printer online store, starting as a Level 1 Agent and progressing to Trainer. Throughout this time, I gained expertise in resolving customer concerns, managing escalations, and leading training initiatives, including the creation and development of training materials.

I have experience managing and maintaining critical business information through accurate data handling and reporting. My responsibilities included submitting payroll, maintaining employee rosters, organizing shared files, updating databases, and creating reports to support business operations. I am skilled in ensuring data accuracy, streamlining processes, and providing reliable information needed for decision-making and team productivity.

I have strong experience using Microsoft 365 tools to support training, reporting, and administrative tasks. Proficient in Excel, Word, PowerPoint, Outlook, and Teams, I have created and distributed training materials, managed reports, and facilitated collaboration across different business lines. I also utilized Microsoft Dynamics CRM for case management, knowledge base article creation, and process documentation. My ability to maximize Microsoft 365 has allowed me to improve workflows, ensure accuracy, and deliver efficient support in both training and customer service functions.

I have solid experience in data entry, organizing, and encoding large volumes of information with accuracy and attention to detail. Also, skilled at handling sensitive information, streamlining processes, and supporting teams by providing reliable and well-structured data.

I first started using Canva for personal projects such as building my resume and creating my portfolio. Over time, I discovered my capability in design and began creating logos, tarpaulin prints, t-shirt designs, enhanced images, icons, video posts, photo edits, and one-page infographics. Many of these projects were done as part-time and freelance work.

I have strong experience in Learning and Development, specializing in coaching both new hires and tenured agents. I am recognized for guiding individuals to improve performance, close knowledge gaps, and build confidence in their roles through effective training and support. My background includes designing training programs, creating learning materials, and facilitating sessions that drive continuous improvement.

Most of my experience came from my roles as a Specialist and Process Trainer. While process mapping was an important part of my work, it was not a daily task but rather something I performed as needed. Much of my focus centered on my case expertise (warehouse error, delivery issues, and order fulfillment) and effective tool utilization.

Self-taught in Google Sites, I took the initiative to create a team website that served as a ‘Central Data Hub.’ Although it was not part of my required duties, I saw the opportunity to improve efficiency and built a platform that streamlined access to important team resources.