Justin Joshua Lumanog

JUSTIN JOSHUA LUMANOG MASTER TRAINER | ASSOC. MANAGER SMM | EMAIL CAMPAIGN MANAGER - - - linkedin.com/in/jlumanog Tarlac City, Philippines ABOUT ME Evincing over 7 years of experience in Technical Training & Learning and Development, I have worked my way up from a Lead Trainer position to that of a Master Trainer, then to an Associate Manager for Technical Training, and most recently, a Virtual Trainer with Social Media Management expertise. Backed with solid experience with a multitude of skillset ranging from Customer Management and Service, Technical and Software Support, Graphic Design, and Email Marketing, to name a few. With mastery on Coaching and Mentoring, New-hire Training, and Training Management and Logistics, I exhibit constant vigilance in ensuring optimal success in class throughput, delivery excellence, and induction pass rate. I pride myself in demonstrating top-notch learning facilitation and material development in both virtual and face-to-face classes. I am advocate of continuous learning and perpetual improvement, taking each and every single opportunity to grasp new concepts and convert it into a new mastery to further advance myself into another level of cognizance. This state of mind and being grants me the burning passion and drive to be a professional of any and all field I set my goals upon. EDUCATION AMA Computer University | Batch 2012 Bachelor of Science in Information Technology // Project 8, Quezon City, Philippines Key Achievements: Constantly secured a spot in the department’s Dean’s List, with an average of a 1.25 GWA. Oversaw and supervised The Sound of Nativity, a university organization for musically-inclined students and alumni bands. EXPERIENCE TRAINER • SMM • EMAIL CAMPAIGN • GRAPHIC DESIGNER July 2024 - Present GFG Bag Manufacturer / Global Factory Group Key Achievements: Facilitated virtual trainings and touch-base sessions including product-knowledge upskills and refresher courses. Managed Social Media posts, inboxes, engagement, and reach drive for all business accounts, including website development and upkeep. Created stunning and remarkable graphics for static social media posts, short-form video edits, marketing materials, website elements, and other graphic-related requests submitted. Handled the curation of email marketing research and implementation of campaigns, target demographic / industry, creation of mailing lists and segments, and campaign reports including click stats, open-rate, and recipient activities. TRAINER • SMM • MULTIMEDIA March 2024 - July 2024 Sales Recruiting University Key Achievements: Developed comprehensive training materials for clients and established knowledge bases via LMS and CRMs. Conducted virtual training to clients ranging from C-level to Staff, facilitating and demonstrating LMS navigation, implementation processes, knowledge base management, and high-level calibration with internal teams. Spearheaded discovery calls for curriculum-building and training layout introduction. Collaborated with a team of Social Media Managers in handling accounts for clients such as Facebook, Instagram, LinkedIn, X, Pinterest, TikTok, etc. JUSTIN JOSHUA LUMANOG // - | - MASTER TRAINER • MANAGER Sutherland Global Services • AT&T U-verse - linkedin.com/in/jlumanog August 2018 - March 2024 Key Achievements: Spearheaded the Flagship Launch for AT&T in Cairo, Egypt – facilitating face-to-face new-hire classes, and coaching and/or upskilling Managers and Support staff that will pioneer the program and designated departments. Championed the Service Delivery upskilling on the “Next Level Coaching” program for 16 Team Managers, and 16 Production Support Teams for leadership tactics development and coaching delivery. Supervised the Training Implementation for the Fiber Migration for Sutherland Carmona’s AT&T site, transitioning to a Technical Support line of business with coverage on Billing and Sales. Graduated the SPMT Leader Course with flying colors, and achieved the title of Master Trainer for Strategic Partners in PH. Accomplished multiple certifications such as Percipio, Articulate 360 LMS, Team Management University, Leadership Academy, and Six Sigma Yellow Belt. Developed and facilitated the training curriculum for different lines of businesses including AT&T U-verse Blue, Unified Technical Care, DirecTV, AT&T Fiber, and B2B Ubiz. Directed a team of Professional Technical Trainers in executing Training & Development tasks ranging from class facilitation, training delivery, and course creation & development. Also conducted 1-on-1 T3 (Train-The-Trainer) sessions for coaching and progress, In-class Training Observations, and Support Onboarding for Subject Matter Experts, Team Managers, Escalation Desk teams, Virtual Training Facilitators, and L4 roles. CUSTOMER SERVICE OFFICER (OIC) Power Mac Center Inc. • Apple January 2015 - June 2018 Key Achievements: Supervised daily customer service operations, ensuring smooth handling of repairs, diagnostics, and warranty claims while maintaining Apple’s premium service standards. Led and coached frontline service staff, providing guidance on Apple’s policies, customer handling best practices, and technical troubleshooting to enhance service efficiency. Resolved escalated customer concerns, acting as the final point of contact for complex issues, complaints, or service disputes to ensure customer satisfaction and brand loyalty. Coordinated with Apple and internal departments, ensuring seamless communication for part replacements, system updates, and policy changes. Maintained accurate service reports and documentation, ensuring compliance with Apple’s auditing requirements and internal operational standards. CUSTOMER CARE LEAD October 2013 - January 2015 Concentrix • Sprint Key Achievements: Trained and supported Tier 1 agents by providing real-time assistance on both technical and sales-related concerns, improving overall team efficiency. Maintained strong knowledge of product offerings, helping customers navigate upgrade options, service add-ons, and new features. Exceeded sales and service targets, consistently achieving performance goals through expert-level product knowledge and customer engagement. Assisted customers in making informed purchasing decisions, offering recommendations based on their needs, usage habits, and budget constraints. TIER 2 TECHNICAL SUPPORT February 2013 - August 2013 VXI Global • AT&T U-verse Key Achievements: Managed escalations from Tier 1 support, ensuring urgent customer issues were addressed promptly and effectively. Resolved complex technical issues by diagnosing and troubleshooting hardware, software, and connectivity problems, ensuring a high first-call resolution rate. Assisted in product updates and system enhancements, ensuring team members were informed about changes to services, devices, or network configurations. Collaborated with engineering teams to identify and report system-wide issues, contributing to faster resolution times and improved service reliability. JUSTIN JOSHUA LUMANOG // - | - - TECHNICAL SUPPORT REPRESENTATIVE linkedin.com/in/jlumanog November 2011 - January 2013 Convergys • AT&T U-verse Key Achievements: Provided escalation support for technical issues, reducing service disruptions. Upsold and cross-sold relevant products and services based on customer needs. Handled service adjustments, refunds, and account modifications, ensuring compliance with company policies while prioritizing customer needs. Provided feedback to management on customer pain points, helping improve service processes and training materials. CUSTOMER EXPERIENCE EXPERT February 2011 - October 2011 Results Manila Inc. • Virgin Mobile Key Achievements: Delivered exceptional customer interactions by understanding needs, providing tailored solutions, and ensuring a seamless experience across all touchpoints. Developed strategies to improve customer loyalty, including proactive communication, support, and retention initiatives. Monitored and optimized service KPIs, such as response time, resolution rates, and Net Promoter Scores (NPS), to drive continuous improvement. Stayed up to date with industry trends and competitor benchmarks, ensuring the company remained a leader in delivering outstanding customer experiences. CORE SKILLS Training Design & Delivery Instructional Design (Including ADDIE, Bloom’s) Curriculum Development & Lesson Planning Training Facilitation (Face-to-face & Virtual) Adult Learning Principles Gamification & Interactive Learning Communication and Facilitation Presentation and Leadership Active Listening & Feedback Engagement Tactics Motivation and Drive Strategies Analysis & Strategy Training Needs Analysis Discovery and Brainstorming Tactics Data Analysis & Reporting Employee Improvement and Development Planning Continuous Improvement Plan Process and Method Optimization CERTIFICATIONS ✔ Certified Strategic Partner Master Trainer ✔ Next-Level Training - Master Level ✔ Video-Based Learning and Virtual Training Mastery ✔ Certified Learning Management System (LMS) Expert ✔ Articulate 360 Certified Content Developer ✔ Percipio Coaching and Training Certified Leadership & Coaching Coaching Techniques and Mentoring Team Management and Upskilling Performance Management Goal-setting and Cadence Conflict Resolution & Mediation Learning Systems and Technology Learning Management Systems Expertise E-learning Development Visual Training Platforms Graphic Design & Marketing Visual Concept Development Branding & Identity Design Layout and Structuring Composition Typography & Color Theory Illustrations and Digital Art Social Media Trends Tactics Ad Management & Data Visualization SOFTWARE MASTERY º Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook, SharePoint, PowerBI, OneDrive) º Zoom º Webex º Canva ºAdobe Photoshop º Da Vinci Resolve º Filmora º Capcut º SalesForce º ClarifyCRM º GoHighLevel CRM º Asana º Slack º Zoho One (CRM, Campaigns, Socials) º Zoho SalesIQ º Discord º OBS Stream