Airah Redoncillo
About
Detail
Lead Trainer / Freelance Artist
Metro Manila, Philippines
Contact Airah regarding:
Flexible work
Starting at
PHP200/hour ~USD3.17/hour
Résumé
Jobs
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Lead TrainerIndebtedJan 2023 - Jun 2025 (2 years 6 months)- Training and Development SpecialistIndebtedJan 2022 - Jan 2023 (1 year 1 month)As a Training and Development Specialist at InDebted, I was responsible for designing and delivering training programs that enhanced employee skills and performance. I collaborated with various departments to identify training needs and developed tailored content to address those needs effectively. In addition to my core responsibilities, I worked hands-on with SaaS tools like Zendesk, Jira, and CRMs, which enriched my understanding of the technical environment. A significant part of my role involved helping agents troubleshoot issues, manage trouble tickets, and follow escalation workflows, ensuring that support processes were efficient and effective. Furthermore, I built and maintained standard operating procedures (SOPs), knowledge bases
- Customer Service SpecialistIndebtedSep 2021 - Jan 2022 (5 months)As a Customer Service Specialist, I was responsible for providing exceptional support to clients, addressing inquiries, and resolving issues in a timely manner. I maintained a high level of customer satisfaction by effectively communicating and understanding client needs. Additionally, I applied quality assurance practices by reviewing customer interactions, monitoring ticket resolution for accuracy, and ensuring that responses adhered to company standards. This proactive approach allowed me to identify recurring issues and suggest improvements to processes, ultimately enhancing consistency and service quality.
- Customer Service SpecialistMillennium SolutionsJun 2019 - Aug 2021 (2 years 3 months)
- English TeacherTalkDec 2018 - Jun 2019 (7 months)As an English Teacher, I was responsible for developing engaging lesson plans, fostering a positive learning environment, and assessing student progress to enhance their language skills. I effectively communicated with students and parents, addressing their questions and resolving scheduling concerns to ensure a positive educational experience. Additionally, my experience in handling inquiries and concerns helped me build strong skills in listening, problem-solving, and clear communication, which are also essential in customer support, further enhancing my ability to connect with students and their families.
- Customer Service SpecialistAloricaJun 2017 - Dec 2018 (1 year 7 months)
- ArtistfreelanceJan 2017 - Current (9 years 10 months)
Education
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- The Bachelor of Arts in Journalism, Mass Communication/Media StudiesBicol UniversityJan 2013 - Jan 2017 (4 years 1 month)
Projects (professional or personal)
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- Ticketing System Implementation & Training ProjectIndebtedSep 2022 - Sep 2024 (2 years 1 month)Collaborated with stakeholders during the rollout of a new ticketing system to assess agent impact, document workflows, and develop training materials. Delivered training sessions to ensure smooth adoption, improve efficiency, and reduce transition issues.
- B2B SaaS Evaluation & Implementation: Productivity and Training ToolsIndebtedJan 2022 - Dec 2023 (2 years)Collaborated in the evaluation and adoption of B2B SaaS platforms such as Asana, Articulate 360, TalentLMS, and Guru. Assisted in reviewing features, documenting processes, and supporting team training for productivity, collaboration, and learning.
- Onboarding and UpskillingIndebtedSep 2021 - Jun 2025 (3 years 10 months)Facilitated SaaS onboarding by developing training programs, documentation, and sessions on platforms like Jira, CRM systems, Front, and LiveVox to ensure effective adoption and workflow integration.