Faye A. Email & Phone Number

Struer, Dk

As a Senior Manager at Toptal, I lead strategic operations to enhance client and talent experiences, aligning with the company’s vision to become the premier global talent network. By spearheading cross-functional initiatives and driving operational excellence, I enable my team to deliver unmatched support services.✅ Oversee the Toptal Support Center, driving operational efficiency and scalability.✅ Lead company-wide initiatives to enhance customer experience and service quality.✅ Collaborate with cross-functional teams to streamline processes and foster innovation.✅ Analyze trends and feedback to implement continuous improvements, optimizing support efficiency.✅ Empower and guide a high-performing team of operations professionals.

Focused on elevating Toptal’s Support Center as a benchmark for customer satisfaction, I directed initiatives to improve operational processes, maintain service quality, and drive collaboration across departments.✅ Increased customer satisfaction rates to 95% through targeted process improvements.✅ Established and tracked quality metrics aligned with organizational objectives.✅ Utilized data analysis to identify cost-saving measures and service enhancements.Key Tools: Zendesk, Slack, Trello, Loom, Miro, Figma.

Toptal is an elite network of the world's top talent, on demand. Toptal helps organizations achieve the world-class scale, execution speed, and agility they need to win in an environment of increasing innovation and competition. Toptal provides white-glove service to its customers - its clients and talents in the network.As a Client and Talent Support Team Lead, I steered and supervised a dynamic customer support team, guaranteeing swift and effective responses to customer inquiries. With an unwavering focus on customer satisfaction, I provided guidance, resolved escalated issues, monitored team performance, and delivered impactful feedback. Boldly driving excellence and credibility.✅ Analyzed customer feedback trends to drive experience enhancements✅ Ensured prompt and professional responses to customer inquiries✅ Implemented policies and procedures for superior service quality✅ Addressed escalated inquiries and resolved customer complaints✅ Provided comprehensive training, coaching, and motivation to support associates💡 Tools: Freshdesk, Slack, Google Workspace, Figma, Loom, Toggl, Lessonly

Toptal is an exclusive network of the top freelance software developers, designers, finance experts, product managers, and project managers in the world. Toptal's rigorous screening process identifies experts in their domains who have passion and drive. Of the thousands of applications, Toptal sees each month, typically fewer than 3% are accepted.As a skilled Communications Specialist, I conducted thorough interviews to evaluate talents' language fluency and cultural compatibility. I designed and implemented an effective interview framework, offering insightful feedback to candidates and endorsing top-notch hires. Embracing credibility and boldness in talent selection.✅ As Toptal's ambassador, conducted interviews to evaluate candidates✅ Evaluated language proficiency and cultural alignment of each applicant✅ Offered comprehensive feedback to candidates post-interview✅ Supported screening teams in the candidate selection process✅ Designed and implemented team training and mentoring program💡 Tools: Slack, Trello, Google Workspace, Figma, Loom, Toggl, Articulate

Convergys Corporation (currently Concentrix) was one of the leading Business Process Outsourcing companies in the world which offered premium customer management products to large companies in the Finance, Tech, Retail, Healthcare, and Government markets. As a Training Manager, I was responsible for the development and implementation of training strategies, programs, and initiatives across several clients and programs. I worked closely with other managers and employees to identify training needs, develop learning objectives, and design effective training programs to increase employee knowledge and skills.✅ Awarded "Best Training Manager" in the Philippines in 2017✅ Designed effective training programs which shortened time-to-proficiency from 150 days to 30 days✅ Implemented onboarding and coaching initiatives which increased employee retention by 95%✅ Developed and implemented more than 12 training curriculums to meet the needs of the organization✅ Created an effective evaluation process to measure the effectiveness of training programs to KPIs💡 Tools: MS Powerpoint, MS Excel, MS Document, MS Outlook, Skype, Avaya, Articulate, Adobe Captivate

Convergys Corporation (currently Concentrix) created training programs and operational processes which consistently exceeded service level agreements for multiple clients. The training programs I handled focused on Tech, Retail, and Financial clients. As a Corporate Trainer, I was responsible for training and developing employees across different clients. This included creating and delivering training programs, facilitating workshops, and providing ongoing coaching to ensure employees have the necessary skills to perform their jobs. I also evaluated the effectiveness of the training programs and develop plans to improve them.✅ Created and delivered effective learning materials, job aids, e-learning modules, and assessments✅ Facilitated classroom training sessions both in-person and virtually, as needed✅ Analyzed employee performance data to identify skill gaps and develop appropriate training solutions✅ Measured the effectiveness of all training programs through surveys and/or focus groups✅ Developed plans to improve existing training materials in response to feedback💡 Tools: MS Powerpoint, MS Excel, MS Document, MS Outlook, Skype, Avaya

Convergys Corporation (currently Concentrix) supported their employees by providing individual coaching and support during the first 120 days to shorten the time to proficiency. This was one of the operational programs implemented to meet client-agreed KPIs in a shorter time and increase employee retention.As a Communication Coach, I was responsible for providing coaching and guidance to teams and individuals in the organization to improve their communication skills. This includes delivering workshops and training sessions, creating and delivering presentations, providing ongoing coaching, and facilitating meetings. The Communications Coach would also act as a thought leader to provide advice on best practices in communication and customer service.✅ Provided individual coaching sessions to improve individual communication skills✅ Developed customized communication plans for each client and brand✅ Acted as a thought leader by recommending best practices in communication, feedback, and coaching✅ Developed resources such as guides, templates, and toolkits for use by teams and individuals✅ Monitored the performance of communications initiatives within the organization💡 Tools: MS Powerpoint, MS Excel, MS Document, MS Outlook, Skype, Avaya

Metro Cebu, Central Visayas, Philippines

eTelecare Global Solution (currently Concentrix) was one of the pioneer business process outsourcing companies in the Philippines. It offered customer service, technical support, sales, and market research services from contact centers in the Philippines, United States, Nicaragua, and South Africa.As a Sales Trainer, I was responsible for developing and delivering training programs to equip sales staff with the knowledge, skills, and attitudes necessary to meet customer needs and the objectives of a Tech company. This includes designing, delivering, and evaluating training programs according to the company’s sales process. I also provided support to sales staff in areas such as product knowledge, closing techniques, customer service, and problem-solving.✅ Developed trainings that focus on product knowledge, customer service, sales process improvement✅ Provided ongoing coaching and feedback to the sales team on their performance✅ Designed learning assessments to measure understanding of subject matter✅ Provideed ongoing support for existing staff in areas such as product knowledge or problem solving✅ Maintained up-to-date knowledge of company products and services💡 Tools: MS Powerpoint, MS Excel, MS Document, MS Outlook, Skype, Avaya

Iloilo City Proper, Western Visayas, Philippines

ePLDT Ventus, Inc. (currently SPi CRM) is a subsidiary of the Philippine Long Distance Telephone Company (PLDT), a telecommunications provider in the Philippines. ePLDT Ventus operates eight customer contact centers across the Philippines. It was founded in 2001, The company employs more than 7,000 staff and personnel.As a Customer Service Specialist and Trainer, I was responsible for designing, developing, and delivering training programs to ensure customer service agents are prepared to provide excellent service for a retail company. I was responsible for understanding the needs of the customer service staff and created training materials.✅ Designed, developed, and delivered customer service training programs✅ Created training materials such as manuals, job aides, presentations, and videos✅ Handled customer service escalations and provided feedback to the service staff✅ Monitored staff performance post-training to ensure objectives are met✅ Organized and facilitated workshops with internal teams or external stakeholders💡 Tools: MS Powerpoint, MS Excel, MS Document, MS Outlook, Skype, Avaya