John Chrs Arcena

Results-driven Trainer with a strong track record of designing and delivering effective training programs that help employees build confidence, improve performance, and succeed in their roles. Experienced in creating engaging learning materials, facilitating both virtual and in-person training sessions, and using modern learning tools and adult learning principles to enhance knowledge retention. Skilled at evaluating training outcomes, identifying opportunities for improvement, and making informed decisions to ensure training remains effective and aligned with business goals, even in fast-paced environments.

Trainer - Everise Philippines - Taguig City, Metro Manila

(2022-10 - 2026-02)

Served as Trainer across multiple healthcare accounts: Ambetter Member Services (Oct 2022 - Jan 2023), Ambetter Provider Services (Jan 2023 - Sept 2023), Legacy WellCare (Sept 2023 - Oct 2024), and Utilization Management Healthcare Prior Authorization Back-Office Account (Oct 2024 - Feb 2026).

• Developed and delivered training programs to enhance employee skills and knowledge.
• Facilitated workshops and seminars, fostering a collaborative learning environment.
• Collaborated with cross-functional teams to align training objectives with organizational goals.
• Mentored new trainers, guiding best practices and instructional methods.
• Evaluated training effectiveness using surveys and assessments to drive continuous improvement.
• Designed comprehensive onboarding materials to streamline new employee integration processes.
• Collaborated with subject matter experts to create accurate training content.
• Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
• Implemented assessment tools to evaluate trainee progress and ensure competency.

Customer Service Representative - Sykes Asia Inc. - Mandaluyong, Metro Manila

(2021-09 - 2022-03)

Handled inbound customer inquiries regarding vehicle information, warranty coverage, service appointments, recalls, account management, and other Hyundai-related concerns while maintaining a high level of customer satisfaction. Provided accurate information, resolved customer issues efficiently, documented interactions, and coordinated with appropriate departments to ensure timely resolution of concerns.

Tier 2 Customer Service Representative - WNS Global Services Philippines - Pasig, Metro Manila

(2021-05 - 2021-08)

Served as the escalation point for complex customer concerns involving travel bookings, reservations, cancellations, refunds, itinerary modifications, and other travel-related services for Expedia customers.

Customer Service Representative - ResultsCx - Alaskaland - Pasig, Metro Manila

(2020-01 - 2020-07)

Delivered exceptional customer service to Hulu subscribers by handling inbound calls, chats, and emails. Resolved account, billing, subscription, and technical issues, ensured customer satisfaction, and maintained accurate records of customer interactions while meeting quality and productivity targets.

Store Supervisor - Jarrs Kitchen - Estrada Street Malate, Manila

(2018-02 - 2018-07)

Responsible for overseeing daily store operations, ensuring excellent customer service, supervising staff, maintaining inventory levels, and supporting the achievement of sales targets. This role serves as a leader on the sales floor, ensuring company policies and procedures are followed while fostering a positive and productive work environment.

Electronics and Telecommunications Technology - Eulogio "Amang" Rodriguez Institute of Science and Technology (2006-06 - 2008-07)

Secondary - General Mariano Alvarez Technical High School (2005-04)

Primary - Rafael Palma Elementary School (2001-04)