●Facilitate training sessions: Plan, organize, and conduct both online e-learning courses and face-to-face training sessions for employees.●Develop training materials: Create, update, and customize training materials such as presentations, manuals, and videos to meet the specific needs of the construction industry.●Coordinate training schedules: Manage training calendars, book venues, and ensure availability of trainers, resources and employees for each session.●Administer training programs: Handle registration, enrollment, and tracking of employee training progress.●Maintain training records: Keep accurate records of training attendance, completion, and certifications for reporting purposes.

● Ensure customer satisfaction by assisting customers with their queries and resolving complaints about their Du mobile and home service issues and following up when necessary. ● Responsible for driving sales through engagement of customers, suggestive selling and sharing product knowledge.● Determine the client’s needs and suggest relevant products by listening to the client and by leveraging product knowledge from brand trainings.● Handle complaints and provide appropriate solutions/alternatives to resolve the customer’s issues in a timely manner. ● Generate sales leads, promote, recommend, upsell and cross-sell Du products and services to potential and existing customers. ● Perform basic troubleshooting and log billing, non-billing and network issues in CRM system and IT Service Desk when necessary. ● Process orders, forms, application/cancellation requests for Du Mobile and Home Service plans. ● Submit daily, monthly and yearly store closing reports, stock logistics reports and finance reports.

• Maximize customer satisfaction and quality of service at all Teleperformance contact centers by providing quality transaction monitoring to ensure agents adhere to Teleperformance policies and procedures.• Handled 5-7 Back Office teams (Retention Team, Email Support Team, Technical Support Team) and provided coaching feedback to drive and improve the team’s performance.• Measure effective selling skills and regulatory compliance.• Create consistent quality and performance management processes for Teleperformance by conducting ELPs (Extended Learning Programs) based from the strengths and opportunities observed from the agents.• Ensure continual improvement on KPIs by providing an independent measure on quality of service.• Worked on account specific audits requested by clients.• Submit daily, weekly and month-to-date reports.• Weekly face-to-face meeting with Supervisors and Managers to discuss the team’s opportunities and formulate action plans in order to meet or exceed the goal.• Weekly call and email calibrations with clients, supervisors and managers.

• Offline support responsible for reviewing cases escalated by General Care Agents to make sure customers are on the correct plan rate.• Processes, approves or denies refund requests based on guidelines and policies.• Works on client requests such as putting customers on promotional plans.• Responsible in consolidating and submitting Daily, Weekly, Monthly and Year-to-date reports to clients.

• Responsible in responding to customer's email and addressing account inquiries/account maintenance requests but not limited to phone activation, troubleshooting and billing disputes.• Responsible in promoting and upselling Boost Mobile plans, products and services.• Responsible in providing resolution to escalated issues regarding payment. Provides assistance with Top-Up card issues (Used PIN, disabled PIN, applied to wrong account, etc.).• Responsible in performing basic and advanced troubleshooting procedures to resolve device (Android, iPhone and Blackberry) and network related issues.

• Responsible in managing company’s interactions with current and future customers.• Delivered extraordinary customer satisfaction to customers seeking Boost Mobile services and products. • Demonstrated empathy, pleasant and professional phone manner. • Used effective listening skills to gather, document and process necessary information to provide the best service plan and device options for our customers. • Provided service in a fast paced environment with high call volume.• Provided first call resolution. Handles and resolves customer complaints.• Performed other related task as may deemed assigned.

• Responsible in managing company’s interactions with current and future customers.• Provided assistance to current and future customers seeking Sprint-Nextel services.• Handled billing disputes, phone number changes and other account maintenance issues. Handled and resolved customer complaints.• Responsible in processing payments, orders, forms and other customer applications.