About

e-learning developer | instructional designer

Freelance

I create engaging learning experiences for non-profits, small businesses, higher educational institutions, huge corporations and everything in between. 

Trainer 

Crew Resource Management | Human Factors (QATAR AIRWAYS)

As an instructor for 3.5 years, I regularly conducted Human Factors and CRM training to multi-cultural teams of  Flight Deck, Cabin Crew and Flight Dispatchers.

My role additionally included preparing presentations, training materials and activities for CRM courses. I value high standard of facilitation and tried to achieve it by ensuring that appropriate instructional techniques are used based on audience analysis.

CRM and Human Factors included a wide range of topics. A few of them are (1)  Safety Culture, SOPs and Organizational Factors, (2) Stress and Stress Management, (3) Fatigue, Vigilance and Monitoring (4) Workload Management (5) Conflict Management (6) Crowd Control & Passenger Stress (7) Decision Making (8) Leadership (9) Teamwork and (10) Communication Across Cultures. 

Cabin Services Director

Chief Flight Attendant |Purser (QATAR AIRWAYS, Doha) 

I worked for over a year as the in-flight manager on double aisle or wide-bodied aircraft. 

I supervised transitory flight teams composed of 10-18 economy and premium cabin crew members, with primary focus on premium products and VVIP customers. 

Additionally, I was in charge of the flight’s leadership team which  included  1-2 supervisors in the economy (Cabin Seniors) to ensure safe and efficient flight operation and maintain excellent service standard delivery.

Cabin Senior

Cabin Supervisor (QATAR AIRWAYS, Doha)

Cabin Seniors are the Chief Flight Attendants on narrow-bodied or single aisle aircraft consists of 5-6 team members. As a CS, my job function was similar to  the CSD but with slightly smaller teams and primary focus in the economy cabin. 

Cabin crew

Economy, First Class & Business Class (QATAR AIRWAYS, Doha)

As a cabin crew for one of the world’s most awarded airlines, I was responsible for the comfort, safety and welfare of passengers travelling on aircraft during flights to and from Doha, Qatar and and the airline’s over 160 international destinations. 

team leader

CONVERGYS CORPORATION (Manila) 

As a team leader I managed a team consists of 20-25 Technical Customer Care Representatives (serving AT&T clients in the US) to ensure delivery of excellent customer service while simultaneously aiming for increased employee satisfaction.

My job as a team leader included conducting team meetings and in-team training sessions, formulating and implementing team and individual performance improvement plans, processing disciplinary actions and correcting payroll issues in coordination with Human Resources. 

QUALITY SPECIALIST

CONVERGYS CORPORATION (Manila) 

The QSPs primary role was evaluating incoming and outgoing calls between our DSL customers and the site’s Call Center Agents to ensure that guidelines and SOPs of call handling and appropriate communication and customer service skills are applied. My evaluation was typically followed by tailored mentoring and coaching sessions with identified low performers in order to  close the performance gaps. 

technical customer care specialist 

CONVERGYS CORPORATION (Manila) 

This was my first job, fresh out of the University. As call center agents we  accepted phone queries and resolved technical problems of US based DSL customers (AT&T) regarding internet connectivity. When callers had minor technical issues with their personal computers, we took the extra mile to help them out as well.