Experience

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  Teletech philippines

  Dec 2008 - Sept 2009

  English language trainer

  This was the start of my career as a trainer when Teletech hired me as an ACE trainer to handle both US and Australia geographies for the clients Telstra and T-Mobile.• Conducted new hire classes and up-training sessions• Facilitated account specific remediation, coaching and testing• Handled tasks in launching the ACE program in our Luzon and Visayas facilities• Certified to train company-specific modules such as data management, skills development and leadership courses • Created instructional modules, training plans, quarterly reports• Accountable for development of the training Show less

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  Firstsource

  Nov 2009 - Apr 2012

  Communications manager

  I have handled team of trainers for both UK and US geographies for the clients Barclays, Verizon and British Telecom. • Handled the design of communication structure• Assigned to monitor and manage communication all-through the company• Provided the information on the activities and projects of the team• Supplied the monthly summary of team’s performance to managers and clients• Led the presentation during deck reviews• Approved team members’ projects, modules and holidays Show less

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  Hibu

  Jul 2012 - Jun 2015

  Communication manager

  hibu was took on board by TATA June of 2015. As part of the agreement of the new owner (TATA) with hibu’s existing employees, tasks and position will remain as is. With that being said and the number of years I have spent for hibu, I have achieved more. • Trained by a specialist provided by the company to enhance hiring and selecting skills for new applicants• Headed a project called “One Stop English” to improve employees’ (management level) presentation and management skills• Reviewed company’s President and other department’s heads reports before presented to company’s stockholders Show less

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  Tata consultancy services

  Jun 2015 - Aug 2015

  Communication manager

  I have been doing the same tasks I did in hibu before it transitioned to TATA. My position handles training for the improvement of employees’ communication skills and knowledge about clients’ culture (UK and US) which is highly required by our customers. • Led new hire trainings and process refreshers for tenured employees• Created modules for employees’ continuous improvement (with clients’ approval) • Provided advancement goals of the company• Supported operations through call monitoring with real-time intensive coaching• Supplied quality reports during deck reviews Show less

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  Newcastle building society

  Nov 2015 - now

  Oversee the delivery of Web Services marketing activities to meet the client needs of Newcastle Strategic Solutions (NSSL) and Newcastle Systems Management Limited (NSML). This role involves in liaising with client relationship managers and directly, at times, with clients, as well as suppliers of outsourced service providers. • Assessed and documented change requests from clients, considering impact, risks and requirements to support and complete change• Delivery of daily ad hocs, including mailers• Ensured any testing of changes is complete and client sign off received before implementation into production environments. • Ensured any procedures are updated to support the change including any training for existing and new members, and properly communicated across the team.• Attended sessions and accreditations that will support my aspiration to continuously develop Show less Responsible for providing assistance to team leader, members, new member(s) and at the same time to customers through telephone. • Aid team leader with team’s efficiency or any reporting metrics and ensures daily responsibilities are accomplished by employees on an assigned work shift• Lead the training sessions, answering questions and resolving issues• Oversee and assist them to ensure operational goals are met on a daily basis• Ran and lead projects within the department to encourage positive behaviour, rewards and recognition that will improve customer relationship• Attended sessions and accreditations that will support my aspiration to become a team leader Show less

  • Marketing Officer

    Nov 2015 - now

  • Task Trainer

    Jul 2017 - Sept 2018

  • Customer Service Specialist

    Nov 2015 - Sept 2018