John Felix Murallon

TRAINER JOHN FELIX MURALLON WORK EXPERIENCE TRAINER CONTACTS-+63 915 - 258 - 7590 Caloocan City OBJECTIVE To leverage my leadership, customer service, and technical expertise to drive team success in a dynamic environment. SUMMARY Results - driven professional with experience in customer service, training, and administration within BPO. Proven track record of exceeding KPIs, leading teams, and developing effective training programs. Specializes on Banking, Financial Services and Insurance. Technical background in IT, with a focus on Network and Cybersecurity. EDUCATION Bachelor of Science in Information Technology (Major in Network and Cybersecurity) New Era University College level REFERENCES Available upon request 2024 - 2025 Teleperformance Developed and delivered training programs for new hires and existing agents, showcasing strong communication and instructional design skills crucial for creating virtual training materials and onboarding documents. Facilitated training on global accounts (US, UK, NZ, CA, AU) in Banking and Financial Services, demonstrating adaptability and cross-cultural communication abilities essential for interacting with diverse virtual teams and clients. Managed and organized training schedules and resources effectively, highlighting organizational and time-management skills vital for virtual administrative tasks. Provided remote support and guidance to trainees during virtual learning sessions, indicating strong virtual communication, problem-solving, and technical aptitude for online collaboration and troubleshooting. Documented training progress and agent performance, demonstrating record-keeping, attention to detail, and reporting skills applicable to virtual administrative and project management tasks. Learning and development: New Hire training, Voice training, Escalation training, Region specific training, Global Training, Upskill training, Refresher training, Refresher creation, Material creation CUSTOMER SERVICE REPRESENTATIVE 2023 - 2024 Teleperformance Handled inbound and outbound escalations for US, UK, NZ, CA, & AU customers in Banking and Financial Services Consistently exceeded KPIs and ranked among top 20 agents out of 400 Demonstrated expertise in resolving complex customer issues and providing excellent customer service ADMINISTRATION & MARKETING TEAM LEAD 2018 - 2021 J. Brelix Realty Corp Lead Management: Manage and qualify leads, drive conversions, and maintain a consistent flow of high-quality prospects. Administrative Tasks: Handle data entry, analysis, and organizational duties, ensuring seamless business operations. Customer Service: Provide exceptional service to clients, respond to inquiries, and resolve issues efficiently. Marketing: Develop and implement marketing strategies to boost sales, particularly in international markets targeting OFWs. JOHN FELIX MURALLON ON THE JOB TRAINING 2019 FML KONSTRUCT Contributed to the efficient workflow of projects by Assisting with the organization and management of project documentation, including blueprints, permits, and contracts. Aiding in site coordination tasks, such as communicating with site personnel or organizing schedules. Contributing to the creation of project reports or presentations by compiling data. Assisting with administrative tasks related to project management, such as filing and data entry. Learning about quality control procedures by observing inspections and documentation. Supporting the safety protocols on project sites by organizing safety documents or attending safety briefings. SCRIPT ENCODER 2016 - 2017 Freelance Provided professional script encoding services, ensuring accurate and timely subtitle creation for various clients. Demonstrated meticulous attention to detail in editing and formatting script subtitles to meet specific client requirements and industry standards. Effectively managed personal workload and project organization to consistently deliver high-quality encoded files within deadlines. SKILLS Leadership: Guided teams to meet organizational goals. Team Management: Coordinated team operations effectively. Customer Service: Resolved complex customer issues for diverse clients (US, UK, NZ, CA, AU) in finance. Issue Resolution: Proficient in solving intricate customer problems. Training: Developed and delivered training for new and existing staff (voice, escalation, global). Performance Management: Managed individual and team performance to meet KPIs. KPI Management: Tracked and improved performance using key metrics. Communication: Communicated clearly with colleagues, clients, and trainees. Interpersonal Skills: Fostered positive working relationships. Network Fundamentals: Understands basic network concepts. Cybersecurity Fundamentals: Understands basic cybersecurity principles. Real Estate Knowledge: Understands real estate processes and regulations. Communication: Strong written and verbal skills. Problem-Solving: Resolves issues efficiently. Time Management: Prioritizes tasks effectively. Tech Savvy: Proficient in CRM, Excel, and real estate platforms. ACHIEVEMENTS & ACCOMPLISHMENTS Best Trainer Award Consistently exceeded KPIs Top 20 Agent out of 400 Sales Growth: Successfully increased sales from international markets, specifically targeting OFWs, through effective marketing strategies. Lead Conversion: Demonstrated ability to convert leads into deals, showcasing strong negotiation and communication skills. Process Improvement: Streamlined administrative processes, reducing workload and enhancing client service. Team Support: Provided support to the sales team, ensuring timely follow-ups and closure of deals