Ma. Julie Ann Condez

MA. JULIE ANN CONDEZ CUSTOMER SERVICE & TRAINING SPECIALIST | EMPOWERING TEAMS, ELEVATING EXPERIENCES CONTACT -- Bacolod City, Philippines https://www.linkedin.com/in/ ma-julie-ann-condez8768bb299/ CORE COMPETENCIES Project Management Email & Calendar management SOP Documentation Creation Process Streamlining Learning Content Development Data Analysis Adaptability to Change Training Facilitation & Evaluation Mentoring/Leadership Customer Service Communication ( Verbal & Written ) Reliability Time Management Problem Solving CERTIFICATIONS Basic Agent Training for Gorgias / Shopify Certified Customer Experience Trainer Licensed Professional Teacher LANGUAGES English (Fluent) PROFILE Dedicated and empathetic Customer Experience Specialist with 8 years of proven success in delivering personalized support, resolving client concerns, and enhancing satisfaction across varied service channels. Skilled in turning customer insights into actionable strategies and driving positive brand perception through thoughtful communication and relationshipbuilding. Experienced in conducting product trainings and onboarding, empowering both customers and teams with clear guidance and proactive care. Known for attention to detail, quick thinking under pressure, and an unwavering commitment to customer loyalty. WORK EXPERIENCE Customer Service Associate Inevitable Agency JAN 2025 - JUN 2025 Delivered high-quality support to customers across various channels, resolving inquiries efficiently and ensuring satisfaction Demonstrated excellent communication and problem-solving skills while maintaining a positive and courteous demeanor in fast-paced environment Consistently met service metrics and contributed to a team-oriented workplace Line Trainer Hinduja Global Solutions AUG 2024 - PRESENT Provided comprehensive support for a retail account, resolving customer complaints related to service, delivery, and food quality through both voice and email channels. Developed and administered monthly knowledge checks to assess and reinforce team expertise. Conducted training sessions for both new hires and tenured employees, fostering continuous learning and skill development. Ensured training materials remained accurate and up to date by regularly updating content to reflect process changes and improvements. Training Supervisor Ubiquity Global Services Inc MAR 2023 – AUGT 2024 Managed training operations for seven programs across Financial, Healthcare, and Logistics sectors. Developed and implemented training modules focused on customer service, product knowledge, and communication skills. Conducted training needs assessments to identify skill gaps and deliver targeted learning interventions. Partnered with operations managers to align training strategies with business objectives. Analyzed training effectiveness through metrics and performance data, ensuring continuous program improvement. Mentored and supported new trainers, fostering consistent and high-quality training delivery. MA. JULIE ANN CONDEZ SEASONED CUSTOMER SERVICE SPECIALIST / EXPERIENCED TRAINER EXPERTISE Salesforce Zendesk Freshdesk Gorgias Recharge Checkout Champ Shopify Amazon Slack Microsoft Office Suite WORK EXPERIENCE Customer Experience Trainer Ubiquity Global Services Inc JUL 2021 - MAR 2023 Served as Product Trainer for the Logistics Program for over a year and the Financial Program for six months. Spearheaded training initiatives to enhance agent performance and service delivery. Facilitated training sessions, including new hire onboarding, upskilling, crossskilling, and refresher courses. Developed and maintained comprehensive training materials, ensuring accuracy and alignment with process updates. Created and deployed assessments and acknowledgments to measure agent knowledge and compliance. Monitored agent performance, identified skill gaps, and recommended and executed action plans to drive continuous improvement. Google Workspace CapCut Social Media (Facebook, Instagram, Thread, TikTok) LinkedIn Skype Zoom Canva Voice/Email Customer Service Representative JUL 2020 - JUL 2021 Ubiquity Global Services Inc Provided exceptional support for logistics-related inquiries through inbound and outbound calls, as well as email communication. Ensured seamless delivery experiences and effective issue resolution for customers. Assisted callers via Zendesk by tracking and monitoring delivery statuses and resolving delivery concerns. Maintained high customer satisfaction by delivering prompt and accurate assistance in a fast-paced environment. EDUCATION Bachelor of Elementary Education Bacolod City College 2013 - 2017 REFERENCE Mirtha Maye Prietos - Eva Mariela Miraflor - Lorene Duculan - Preschool Teacher / Private Tutor Hillside Evangelical Church Learning Center JUL 2020 - JUL 2021 Expertise in early childhood education and one-on-one academic support Skilled in creating fun, personalized learning experiences that nurture growth, creativity, and confidence Chat Customer Service Representative APR 201 7 - FEB 2019 Concentrix Bacolod Provided expert troubleshooting and support for customers experiencing issues with internet, phone, and cable services, while also promoting and selling additional services such as cable, internet, phone, and security. Assisted customers via chat, diagnosing and resolving service-related issues in a timely manner. Offered product recommendations and upsold services based on customer needs, enhancing overall service satisfaction.