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Customer Service Training

Fujairah, Fujairah, United Arab Emirates
July 26, 2019

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Justine Kris Valencia Ipal

Training Specialist

Results-driven professional trainer with over 5 years experience working with world-leading financial services and payment processing companies. +971-**-***-**** Fujairah, United Arab Emirates WORK EXPERIENCE

01/2016 – 07/2018

Training Specialist (Worldpay)

VXI Global Solutions, LLC.

Spearheaded the first offshore class that resulted to 100% endorsement and drove rapid growth within 2 years. Mentored new hire and conversion classes and administered new products and updates to 40 -50 agents.

Created E-learning materials such as Read of the Week posters using Photoshop and published PowerPoint

presentations that targeted agents' learning opportunities and significantly enhanced their QA performance.

Developed Training Simulations that maximized the learners' Speed to Competency and set them up for success.

Contact: Carlos Hoecst Salii – 09/2014 – 01/2016

Master Training Specialist (Western Union)

VXI Global Solutions, LLC.

Nailed the extensive WU Train the Trainer Program and was among the pioneer Master Trainers in Asia Pacific Region. Designed and co-authored scripts that boosted the site's Customer Satisfaction Rank to Top 3.

One of the three Master Trainers who successfully launched Anti-Money Laundering Compliance (GSI) campaign.

Administered several back-to-back training across various skill types and recognized as Busiest Trainer of the Year. Delivered calibration sessions that increased KPIs. 04/2013 – 09/2014

Customer Service Specialist

VXI Global Solutions, LLC.

Championed customer satisfaction by averaging 95% which helped maintain the company's performance as one of the Top 5 Western Union sites worldwide.

Charged with handling up to 150 calls per day and secured KPI benchmark through multitasking and strong

organizational skills.

Negated financial impact by securing optimal QA scores. EDUCATION

06/2008 – 03/2013

Bachelor of Science in Information


Ateneo de Davao University


Training and Development Instructional Design

LMS (Learning Management System) MS Excel

Customer Experience Performance Management

Training Simulation Anti-Money Laundering PCI

Creative Writing Graphics Design E-Learning


Project El Nido- Worldpay Integrated Payments

(09/2016 – 11/2016)

Closely worked with onshore clients from Durango, CO and administered training to the first batch of VIP agents. ACHIEVEMENTS

Worldpay Integrated Payments (formerly Vantiv)

Certified Trainer (09/2016 – 07/2018)

Completed the 'Train the Trainer Program' in Durango, CO and earned certification as the first offshore Vanitv Integrated Payments trainer. WU Certified Trainer (11/2015 – 01/2016)

Succeeded in the 'WU Train the Trainer Program' and exceeded the requirements in becoming a certified Master Trainer of Western Union. Top Trainer of the Year 2018 (03/2018)

Outperformed the class and awarded by VXI Training Team Davao as the Top Trainer of the Year.

Top Trainer in 90 Days Retention (12/2017)

Showcased as number one with 95% retention rate by VXI Training Team Busiest Trainer of the Year (12/2016)

Achieved highest productivity and was recognized by the company. LANGUAGES


Native or Bilingual Proficiency


Native or Bilingual Proficiency


Elementary Proficiency


Music Writing Surfing Graphics Design

Reading Marine Biology Languages Travel




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