Rosalie Mananes Email & Phone Number

Metro Manila, Philippines

Customer Service Trainer / QADuties & Responsibilities:*Develop digital and print educational material (e.g. videos and manuals).*Organize classroom-style seminars about product features and sales techniques.*Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management).*Identify individual and team.

• Sources resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews
• Sets up interviews between candidates and hiring managers
• Is involved in recruiting passive candidates, through phone calls, emails and general relationship-building.
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

6796 Ayala Ave Cor Salcedo St. Makati City 1200

• Responsible for delivering client focused training to address new hire, product update and recursive training requirement of Convergys in support for client programs to ensure superior workforce preparation with best.
• Responsible for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental.
• Utilized effective presentation and facilitation skills including creative training techniques and adult/accelerated learning using a variety of training delivery modalities in classroom environment
• Prepared and presented training materials through classroom learning, hands on demonstrations, and supporting activities for customer service
• Evaluated the performance of Associate Trainers using tools available and provide and recommendations under the guidance of the Training Manager
• Accountable for achieving individual training performance metrics

• Fulfilled subscriber account management request.
• Managed large amount of incoming calls
• Identified and assessed customers’ needs to achieve satisfaction
• Went the extra mile to engage customers
• Handled complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.