Anthony Q. Email & Phone Number

Handles training-related tasks across different lines of business and is responsible in ensuring new hires and existing employees are well-equipped with process knowledge as prescribed by clients. Manages a team of trainers and SMEs and delegates tasks ensuring training needs are met within designated deadlines.

Manages a team of call coaches and SMEs supporting different projects with varying levels of complexity. Strategizes trainer/SME schedules to ensure sufficient support coverage during peak season and collaborates with Operations to maximize mobilization of the support group. Spearheads training of new and existing support officers to align with the process and gain familiarity of the product we provide service for. Is responsible of trainer tasks including content creation (mailers), updating… Show more Manages a team of call coaches and SMEs supporting different projects with varying levels of complexity. Strategizes trainer/SME schedules to ensure sufficient support coverage during peak season and collaborates with Operations to maximize mobilization of the support group. Spearheads training of new and existing support officers to align with the process and gain familiarity of the product we provide service for. Is responsible of trainer tasks including content creation (mailers), updating of knowledge management repository, and creating / updating of existing training materials. Manages process improvement and rollouts in partnership with the client and helps cascade to Operations through immediate communication. Collaborates with other offshore sites across the globe in implementing process updates. Show less

Conducts process-related training for different projects across the company using methodologies shared by partner clients through up-skill training (T3 sessions). Provides valuable input in agent training that helps in improving the agents' business-handling skills through the use of refresher trainings, regular calibration sessions, and periodic knowledge checks. Creates training materials/modules designed to effectively retain information, and is also tasked to cascade regular updates from… Show more Conducts process-related training for different projects across the company using methodologies shared by partner clients through up-skill training (T3 sessions). Provides valuable input in agent training that helps in improving the agents' business-handling skills through the use of refresher trainings, regular calibration sessions, and periodic knowledge checks. Creates training materials/modules designed to effectively retain information, and is also tasked to cascade regular updates from clients via sending infographic mailers. Conducts weekly meetings with Operations Leads to address process callouts and brainstorm on short-term and long-term solutions. Assists Operations in handling client escalations through effective communication between parties. Show less

Brisbane, Queensland, Australia

Initiated and maintained contact with different Registered Training Organizations (RTOs) in Australia to validate students’ training credentials necessary for securing vocational education certificates. Received and authenticated student requirement submissions for validating; provided feedback on submissions needing improvement as well as sending follow-up messages. Assisted students over the phone and through student portal messaging with inquiries related to academic work/submissions.

Provided preparatory Berlitz training for applicants who will take Berlitz assessments, targeting potential candidates’ communication skills, thought organization, and reading comprehension. Created materials relevant to the support depending on client-mandated requirements. Assisted onshore client trainers in conducting product-related training and assessments for new hires. Was responsible for sending daily and weekly reports related to the activities done within training-specific timelines.

Provides core skills training to new hires as well as up-skill training to existing / tenured members of the company. Creates training materials / modules that aid in the learning of targeted audience. Works closely with managers and team leads in reviewing existing processes and is involved in testing how certain triggers affect agent performance. Is involved in Core Skills Training of different accounts with diverse nature of support (healthcare, finance, customer service, technical support).

Provided second level of technical support for home electronics customers based in North America. Assisted in filing tickets for repairs as well as replacement concerns for products covered by the support.

Provided front-end technical support for customers based in North America. Guaranteed satisfaction of customers through thorough assistance with troubleshooting and ensuring filing of repair and replacement tickets as necessary.

Handled customer concerns regarding telephone service. Provided technical support for mobile devices, including -- but not limited to -- troubleshooting on network-related issues as well as device issues. Provided assistance with customers' billing concerns through review of system-generated data.

Provided technical support for cable / home entertainment devices, as well as telephone and internet services. Assisted customers on troubleshooting of devices and equipment covered by the support. Also assisted with billing-related concerns for customers who are subscribed to the services offered by the client.

Manned store branches and provided printing assistance to customers and other responsibilities including basic assistance in computer usage in the computer shop side of the store. Was responsible in carrying out store-related tasks such as inventory management and running errands (e.g. daily bank runs for depositing store earnings).

Bachelor Of Arts In English, Foreign Languages And Literatures, General

Activities and Societies: Former member of the university campus paper The Catalyst - Feature writer / Cartoonist. Writers' Circle member.

General, General

Activities and Societies: Former Feature Writer / Cartoonist / Proofreader / Associate Editor of the campus paper The East Chronicle.