Training Manager

Overview

Looking for part-time work (4 hours/day)

at $9.09/hour ($800.00/month)

Bachelor or Science in Commerce, Major in Business Management

Last Active

November 8th, 2018 (2229 days ago)

Member Since

January 5th, 2013

Profile Description

OBJECTIVETo attain a position in the field of team management or training that would allow me to enhance my leadership skills, and where my education, experience, and enthusiasm will be applied. 

EDUCATIONAL BACKGROUND
COLLEGE· Assumption College, Makati (Graduated March 2006)Ø Bachelor of Science in Commerce, Major in Management
HIGH SCHOOL· San Beda College, Alabang (Graduated March 2002)Ø Finished High School Level
SKILLS/ABILITIES· Management and Leadership? Has held a support/leadership role since 2009? Team Manager fromUpgrade to see actual info, handled teams of 15-22 agents? Trainer since 2015, handled over 12 batches of 20-25 new hires ? Applies root cause analysis for both strengths and weaknesses of team members ? DDI: Development Dimensions International Certified – Certified to conduct DDI training
· Communication? Has been in the BPO industry since 2007? Studied at Christ the King – Jacksonville, Florida for 6 years? Very good grasp of English and Filipino; TOEIC Score 975/990
WORKING EXPERIENCE· Hinduja Global Solutions (January 2015 – Present)Ø Line Trainer for Beachbody – US Accounto Awarded Best Line Trainer for 2015o DDI: Development Dimensions International Certified o Runs Program Specific Training for Beachbodyo Responsible for transferring product and systems knowledge to 20-25 traineeso Focus on retention skills, CSAT, and NPS o Coaches trainees on attendance and overall performanceo Drives performance once trainees hit nesting phaseo Initiates process improvement and implementation for training teamo Worked with operations partners by properly endorsing records of trainees through individual folders and one on one feedbacko Did TNA and came up with materials for refresher training of production agents
· Sutherland Global Services Philippines, Inc. (September – December 2014)Ø Team Manager for PayPal – US Accounto Responsible for performance of 14-18 customer service associateso Responsible for driving Net Promoter Score (NPS)o Focus on soft skills – acknowledgments/empathy, voice, customer connectiono Driving adherence to Regulatory Compliance, and Policies & Procedureso Responsible for improving Customer Satisfaction through coaching to efficiently and effectively resolve account-related and transaction concernso Evaluates calls and coaches to quality and performance consistency
· 24/7 Customer Philippines - (July - November 2013)Ø Team Leader for Time Warner Cable – US Accounto Responsible for performance of customer service associateso Focus on troubleshooting cable TV issues, billing and upselling Time Warner Cable services
· Microsourcing Philippines - (July 2013)Ø Team Manager for You Compare Sales – Australian Accounto Responsible for performance of 15 sales associateso Focus on comparing and selling rates on electricity, gas, health insurance, and broadband – three different LOBso Worked closely with the client and Operations Manager to improve and build processes 
· Convergys Philippines - (November 2011 – December 2012)Ø Team Leader for Optus Sales – Australian Accounto Handled performance of 16-20 sales associateso Focus on outbound and inbound callso Utilizes and analyzes data trends against agent behaviors to drill down and improve team performanceo Conceptualizes and spearheads incentive schemes, skill builders and adhocs to drive performanceo Takes escalated calls and handles customer complaints in order to close saleso Influences and coaches team members into having a solutions-focused and improvement-focused work attitude
· Sitel Philippines - (July 2011 – November 2011)Ø Team Leader for Hewlett Packard Technical Support o Handled performance of 18 technical support associateso Focus mainly on troubleshooting and resolving customer’s hardware and software issueso Takes escalated calls and handles customer complaints o Coaches to improve customer satisfaction, call quality and upselling / cross selling opportunities 
· Stream Global Services formerly E-Telecare Global Solutions - (March 2007 – June 2011)Ø HR Officer / HR Generalist (February 2011 - June 2011)o Experience in Human Resources & related functionso Provides all levels of consultation to employees regarding company policies and procedureso Conducts refreshers on employee incentives & programso Conducts HR Talks and orientation to new hireso Drives consequence management of leaders / employees in the site by reviewing, analyzing, processing and monitoring Level 3 disciplinary caseso Assesses validity of employee regularization and promotion recommendations 
Ø Team Leader for Symantec IB Sales – USA (February 2010 – February 2011)o Responsible for the performance of 16-22 sales associates o Focus on basic troubleshooting and selling services to existing subscribers o Takes escalated calls and handles irate customerso Participates in client call calibrations and business performance reviewso Works with agents to address challenges and further improve performance and behavioro Analyzes available data sources against agent behaviors to further drill down and explain team performance trend
Ø Team Leader for Viridian Energy Outbound Sales – USA (August 2009-February 2010)o Sole Team Manager for pilot sales programo Responsible for the performance of 10-16 sales associateso Focus on selling ‘green energy’ to US consumerso Initiates group activities to promote camaraderie and team effectiveness
Ø Promoted from Sales Service Associate III to Sales Service Associate IV (June 2009)
Ø Microsoft New Zealand Account Manager (September 2008-July 2009)o Responsible for the management of Microsoft NZ customer accountso Overseeing the sales progress from start to close
Ø Promoted from Sales Service Associate II to Sales Service Associate III (September 2008)
Ø Subject Matter Expert / Lead Trainero Facilitated and handled training classes for Microsoft Client Specific trainingo Conducted assessments and skill checks for new hireso Accomplished various training materials
Ø Appointed as Team Coacho Acted as the Team Leader in the absence of the TLo Monitored agent calls and provided real time feedbacko Responsible for submitting team day end reports, performance updates, team goals and attendanceo Delivered skill builders on various call procedures and processes
Ø Microsoft USA Inside Sales Representative (March 2007-September 2008)o Made outbound B2B sales calls to US clientso Responsible in making quality sales and reaching targets set every montho Used consultative selling techniques to generate sales opportunities for Microsofto Generated sales reports for Microsoft Partners to ensure success of closing sales

SEMINARS, TRAININGS AND EXHIBITIONS ATTENDED:· Corporate Social Responsibility Expo, Westin Philippine Plaza 2006· Microsoft Volume Licensing Training 2007· Microsoft Software Assurance Online Training 2007· Microsoft Solution Selling: Optimize and Secure your Core Infrastructure 2008· Huthwaite SPIN Selling Workshop 2009· LTEW Leadership Training 2009· Convergys Team Leader Onboarding Training 2011· Convergys Sales Center for Excellence Workshop 2012· Introduction to Six Sigma 2012· Development Dimensions International – Facilitation Skills Workshop 2015· Training Delivery Course 2017
SYSTEM ABILITIES:• Microsoft Office • Can type at 60 WPM
PERSONAL DATA:· Birth date: September 21, 1985· Place of Birth: Manila· Status: Married· Languages Spoken: English, Filipino· Nationality: Filipino· Citizenship: Filipino
RELEVANT COURSES:· Principles of Management· Business Statistics· Philosophy · Computer Fundamentals· Principles of Marketing· Human Resource Management· Law - Obligations and Contracts· Business Policy· Professional Presentation· Entrepreneurship
REFERENCES:• References available upon request