Iris Grace Sta. Barbara Email and Phone Number

FOOD FUZION...Pre-ordersCateringEvents

Responsibilities:- Performs instructional design functions for the company's @home, leadership development and shared services initiatives -Materials developed include product courses and job aids for self-paced and virtual instructor-led classes, client presentations and project collaterals for North America and Philippines -Deploy and evaluate existing courses for @Home courses.Accomplishments:-Developed training materials for Linden Lab -Developed assessments for each of the training materials -Created and updates @Home reports and trackers

Responsibilities -Manage activities of assigned operation employees to ensure quality in performance. -Assures the development of employee appreciation and recognition programs and activities for team, provide feedback to supervisor regarding recurring problems and recommend improvements aimed at reducing future occurrences of problems by documenting all client activities in detail, and establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.Accomplishments-Led all the launch of all accounts acquired. -Developed and implemented the HR Code of Conduct for the Company. -Expanded sales operations headcount from 5 to 50 in 3 months. -Developed and implemented Departmental Manuals for all departments. -Developed and implemented reports for training, quality and operations. -Established a good relationship with all the clients we had. -Assisted the business development team to acquire more clients.

Responsibilities (Shift Manager) -Responsible for supervising the activities of assigned operation employees to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client’s goals and objectives. -Ensure the availability of staff to answer procedure and product related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures. -Make certain operations employees receive continuous development training after initial training has been completed in order to improve ability to service the client. -Responsible for supervising the activities of assigned operation employees to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client’s goals and objectives.Accomplishments-Managed an operations upsize from 300 to 800, providing the company and employees more opportunities for growth. -Facilitated events to encourage and promote team building, camaraderie and openness of the team. -Developed reports for team leads and assistant team leads to enhance their ability in managing their team efficiently and effectively. -Created and implemented different projects on how to effectively manage the following:o Productivityo AHTo QAo Customer Satisfaction -Served as the middle man between Training and Operations.

Responsibilities -Responsible for training assigned operations employees, which includes conducting training sessions, mini courses, in-service presentations, and client training presentations, as well as assisting in the development of training materials. -Observe trainees to identify where they are experiencing difficulty, and take instructional steps to clarify information.- Track enrollment of training participants and distribute enrollment information to appropriate departments. -Maintain a timely and accurate written record of all conferences and verbal warnings to support the decision to retrain or terminate a trainee ensuring the adherence to departmental policies and procedures.Accomplishments -Created and implemented training materials. -Facilitated over 40 training classes from soft skills to accent to product to OJT. -Created and implemented reports for the training team.

Responsibilities -Responsible for heading the Training department for HelloCorp, Sri Lanka. -Evaluate and improve the training department. -Create and maintain a good relationship between training and operations.Accomplishments -Developed and modified the technical service, customer services, and other soft skills training for the company. -Created Evaluation forms for trainees and trainers. -Plotted a training project plan for trainers.-Trained and mentored two(2) trainers to lead the training team. -Created a Training Department Manual, in relation to the Operational and Departmental Manual of the company. Created the Training Process and a specific Job description. -Served as the transition officer to those who will take over the training department when I leave.

Responsibilities -Specific responsibilities for this position include (but are not limited to) leading a project management team from the project specification phase to implementation. -Acted as the key point of contact between the client and the partner. -Served as the liaison in compiling, creating and distributing all client requirements within the specified timelines. -Analyze production and reporting data and develop key initiatives. -Managed agents for maximum qualitative and quantitative performance working closely with supervisors, team leaders, trainers, and QA specialist to ensure the highest level of customer service, client and employee satisfaction.

Responsibilities -Required to know and to have extensive knowledge of the client program. -Ensure effective handling of chat engagements in accordance with the standards. -Ensure the grade of service rendered. -Instituted corrective measures during high queries including break time control and work enforcement. -Tasked to attend trainings and calibration calls and conference calls and meetings.

I joined HelloCorp in October 2001 as an agent (CSR), after a week, I was promoted as a team leader, managing 7-10 agents, and I was expected to know all client programs, to identify daily, weekly and monthly issues for quality, to coach and mentor agents according to the bottom quartile agent performance reports, to escalate immediate issues to direct supervisor and give appraisals to agents on their performance on a monthly basis.