John Matthew Agbay
Process Trainer | 5+ Years BPO Experience
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About
Solution-oriented professional and problem solver with 5 years of experience in customer support and e-commerce operations. Highly skilled in end-to-end order management, adult learning facilitation, data reporting, and process optimization. Proven track record in streamlining Google Store order lifecycles and leading agile training initiatives to improve operational efficiency.
Experience
Product Learning Specialist II at Alorica Teleservices Incorporated (2025-02 – Present)
- Managed Google Store order management operations by overseeing training standards across the order lifecycle, including pre-orders, checked-out statuses, cancellations, delivery tracking, and return-to-sender workflows.
- Conduct comprehensive training needs analysis (TNA) to identify performance gaps, aligning training programs with business objectives and employee development needs.
- Design, develop, and implement standard operating procedures (SOPs) to streamline order processing and training workflows while maintaining high instructional quality.
- Establish and manage real-time KPI dashboards using data visualization tools to track trainer performance, learner progress, and order handling accuracy.
Product Learning Specialist at Alorica Teleservices Incorporated (2022-01 – 2025-02)
- Facilitated discussions tailored specifically to adult learning styles, training team members on handling complex e-commerce order stages, buyer's remorse claims, and standard return processes.
- Ensure customer satisfaction and retention by providing proactive coaching and feedback on order status navigation and fulfillment resolution.
- Manage and analyze order management performance data to implement targeted interventions and workflow improvements.
- Collaborate with senior leadership to identify and execute process optimization strategies across customer support channels.
Customer Service Representative at Alorica Teleservices Incorporated (2020-12 – 2022-01)
- Diagnosed and resolved complex customer inquiries while managing high-volume interactions across multiple channels.
- Maintained strict adherence to key performance indicators (KPIs) and rigorous quality standards.
- Applied advanced communication techniques to convert negative business perspectives into positive outcomes.
Education
Accountancy and Business Management in Accountancy and Business Management – Asia Pacific College (2018 – 2020)
