Rachel Acosta, Clssyb, Cldp Email & Phone Number

Calabarzon, Philippines

National Capital Region, Philippines

North Sydney, New South Wales, Australia

Philippines

Rizal, Calabarzon, Philippines

- Create SEO-optimized guest blog articles for various websites, covering various topics with backlinks to products and services- Ensure that all content is fact-checked, proofread, and adheres to the writing guidelines- Submit high-quality articles before the deadline

National Capital Region, Philippines

- Oversee leadership training and development programs and objectives. - Develops and implements a learning strategy and program that are aligned with the company's objectives. - Conducts training needs analysis (TNA) to identify requirements of the learning solution and recommend improvements where necessary. - Oversee and identify learning gaps of talent development specialists in order to initiate trainings to develop their competencies. - Evaluate facilitator performance, program effectiveness and the success of the development plans and recommend improvements where necessary. - Work closely with the different managers across the organization to understand the different business units’ training requirements. - Trains and coaches

- Worked closely with the compliance team in conducting risk assessments and addressing risk points- Ensured operations remain PCI compliant by ensuring that the team follows data security and information management guidelines- Maintained the Operations Manual, the Standard Operating Environment and the list of assets up-to-date- Planned and hosted quarterly R&R and other team engagement activities, onsite or virtual- Engaged with different departments in implementing improvements in operations- Worked closely with the client through open communication and daily operations updates- Spearheaded operation, process and technology-related improvements

- Recovered at least 60% of total aged receivables every month by coaching a team of collections agents and leading them towards short and long-term targets- Identified and addressed opportunities in the business process, technologies, knowledge and skills of collections and customer service staff- Reviewing industry codes, rules and guidelines and integrating them with customer service processes- Facilitated staff training on product updates- Maintained a knowledge repository for the chatbot AI and the customer service and collections teams- Conducted quarterly employee satisfaction survey

Ncr - National Capital Region, Philippines

- Lead a team of outbound sales toward daily, weekly, and monthly sales targets- Created an effective sales strategy by using conversion rates, contact rates, dialer management, and lead management

- Equipped staff with the necessary soft skills and product knowledge by facilitating on-site or virtual new hire, cross-skill, and upskill training for team members- Design, create and maintain engaging and effective training materials, guides, and newsletters

- Helped support an online customer service team- Helped with the daily running of the buzzing team- Helped identify risks and better ways of doing business- Ensured that customers receive unparalleled service- Reported on customer service trends

Provided pre and post-sales support through Tickets through Zendesk.

Baguio City, Philippines

Spearheaded the launch of STI College Baguio's Student Publication Team.

Baguio City, Philippines

Led various school activities to promote development of students.Served as the connection between students and school administrators

Provided customer with technical assistance on various internet and computer-related issues.

Associate'S Degree, Computer Technology/Computer Systems Technology, 1.38

Activities and Societies: STI Student Council President, STI Programmers' Guild STI Student of the Year 2013 National Level, STI Student.

Bachelor Of Science (Bs), Clinical Psychology

Activities and Societies: PUP Psychology Student Association, National Association of Filipino Psychologists Organized, hosted and spoke.

Bachelor Of Science (Bs), Psychology

Activities and Societies: UST College of Science Student Council Committee member, UST College of Science Red Cross

Education record