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 skills gaps.*Schedule regular training sessions (e.g. monthly or quarterly).*Ensure new hires take on basic sales training courses, including communication and troubleshooting skills.*Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases).*Coordinate mentorship programs for new customer service representatives.*Assess the impact of each educational course on staff performance and client satisfaction.*Maintain updated records of training curricula and material.

• 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 in class service delivery.• 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 feedback and readiness recommendations• 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• Facilitated transition of trainees from training to production environment, ensuring competency levels meet business needs• Maintained current product knowledge for each account by taking calls, attending team meetings, and side by side observations• Ensured effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients• Assisted Training Manager in skills assessment of training staff through classroom monitoring and feedback• Measured the effectiveness of training programs using various feedback methods -focus groups, interviews, surveys and revises programs based on results of evaluations• Recommended curriculum of training process modifications to training management on the basis of internal customer feedback and/or quality results

• 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; following up to ensure resolution• Assisted new hires during A-Bay Training period.• Furnished Transition Team Leader with new-hire performance reports.• Oversaw team performance and provide Team Leader with reports