With a strong foundation in information technology and over 10 years of experience spanning technical support, training leadership, and quality operations, I bring a skill set that bridges hands-on technical troubleshooting, data-driven decision-making, and people management.
I began my career as a Technical Support Specialist, supporting US cable, internet, and TV customers. This gave me a solid foundation in network diagnostics, systems troubleshooting, and structured problem-solving — skills I've carried into every role since. I also took part in CCNA training and, despite not completing the full program, ranked #2 in my class on the training assessment.
My career then moved into training leadership: Senior Trainer, Senior Training Supervisor, and most recently Training Manager, where I led teams of 8–15 trainers across content moderation and retail programs for US clients. I built KPI reporting dashboards in Excel, ran training needs analyses, and managed quality metrics including accuracy, precision and recall, CSAT, and NPS.
Most recently, I worked as a remote technical support agent for a US MVNO (mobile carrier), handling activations, billing, and device/network troubleshooting in a fully chat-based, work-from-home environment — keeping my technical and customer-facing skills sharp.
I'm based in the Philippines and experienced working remotely with international, US-based teams. I'm equally comfortable in training/QA leadership roles or technical/IT support roles, and I bring structure, technical curiosity, and strong communication to either.
