Ella Narido
Customer Experience Specialist | Trainer | 5+ Years in BPO
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About
Customer service and training professional with over 5 years of experience in customer support, employee training, performance coaching, and service quality improvement in fast-paced BPO environments. Proven ability to facilitate training sessions, coach employees, and resolve complex customer concerns while maintaining high customer satisfaction. Skilled in communication, problem-solving, and team development.
Experienced in using digital tools and capable of basic graphic and video editing using Canva, Adobe Photoshop, and CapCut. Adaptable, detail-oriented, and able to work effectively in dynamic environments.
Experience
Trainer at ResultsCX (2023-03 – 2025-08)
Conducted training sessions for new hires and existing employees on customer service processes and company policies. Developed and delivered training materials to support employee learning and skill development.
- Conducted training sessions for new hires and existing employees on customer service processes and company policies.
- Developed and delivered training materials to support employee learning and skill development.
- Monitored trainee performance and provided coaching and feedback to improve service quality.
- Collaborated with team leaders and management to identify learning gaps and implement training improvements.
- Supported team productivity and customer satisfaction through structured training programs.
Customer Service Representative at ResultsCX (2020-12 – 2023-02)
Handled inbound and outbound customer interactions while maintaining professionalism and empathy. Resolved customer concerns efficiently while meeting service level and quality standards.
- Handled inbound and outbound customer interactions while maintaining professionalism and empathy.
- Resolved customer concerns efficiently while meeting service level and quality standards.
- Maintained accurate documentation of customer interactions and account updates.
- Built rapport with customers through clear communication and effective problem-solving.
Education
Bachelor of Science in Business Administration – Laguna State Polytechnic University (2017-01 – 2020-12)
Bachelor of Science in Tourism – Laguna State Polytechnic University (2015-01 – 2017-12)
