Jan Lukban

JAN CHRISTOPHER LUKBAN GENERAL VIRTUAL ASSISTANT Naga City, Philippines 4400 +63 - l- PROFESSIONAL SUMMARY As a virtual assistant with over 13 years of experience in business outsourcing, I've honed my skills in managing and adapting to evolving business processes. My expertise in training and development has helped me handle various administrative tasks while maintaining a focus on process improvement and client satisfaction. Work Experience Sr. Associate Manager Sutherland Global Services Inc 2019 - 2024 Developed a profitable product bundling strategy that boosted pet supplies sales by 20%. Developed streamlined processes to address and prevent potential customer issues, leading to improved account performance. Implemented targeted training programs to address specific sales challenges and drive results. Managed a network of 15 trainers across multiple geographic locations. Technical Training Professional Sutherland Global Services Inc 2012 - 2019 Responsible for all new hire training and upskilling for Philippines and Jamaica. Designed and launched a training initiative for the entire account. Traveled to Wisconsin and Nevada to conduct training sessions. Customer Service Representative Sutherland Global Services Inc 2011 - 2012 Provided customer support by answering product inquiries and guiding them through the online or phone ordering process. Successfully managed customer complaints through a structured resolution process. Education Bachelor of Arts in Political Science Ateneo de Naga University 2005 - 2011 Certifications Certified for SCLP (Sutherland Certified Learning Program) Certified for SBL (Scenario Based Learning) Certified for TOF (Talent Observation form) Primer 2013 & 2014 Certified for Microlearning Rise 360 Basic 2022 Additional Skills Project Management Skills Customer Service Excel and PPT Email management Communication Skills Data entry Sales Research -