Metro Manila, National Capital Region, Philippines
RDZEN is the missing puzzle of three think tanks whose everyday life is surrounded by modern day industry challenges, and to name a few, leading and supporting global teams, doing root cause analysis of performance defects, and providing effective solutions inspired by their hunger in motivating and putting people into action. The "WHY" of RDZEN RDZEN aims to empower an individual’s well being by asking the right questions to take the client(s) on an amazing journey towards their best chosen life. We design and present a training program which is tailored fit to their requirements. RDZEN Training and Consultancy Services is a provider of Personal Development Training Workshops with a touch of Life Coaching and Motivational Speaking by using scientific methods based on effective theories combined with situational intervention.
BUSINESS AND CORPORATE MANAGEMENT Direct collaboration with movers and shakers of the company. Focus in creating and maintaining valuable process and resolution within an organization and/or company. Leading open communication involving training needs analysis to further the employee skills, product knowledge and personal development. Employee engagement collaborator, to promote a motivated and healthy working environment to all stakeholders and employees. Work to extensively and consistently strengthen client relationship. Wholistic approach in career and personal reformation of an employee that involves profound search of oneself and apply effective theory-based actions to reach full potential with a sense of real happiness in existence at the workplace. Compass: **Spearheaded Training Workshops and Seminars **Instructional Design **Business Acumen: Project Management – Sales, Human Resources, Talent Acquisition Process, Onboarding, Training (L&D), Employee Engagement
QUALITY AND TRAINING SUPERVISOR • Incorporated CSAT survey to promote WOW call for RnR project • Provided weekly/monthly Quality report, per campaign, per team down to the agent level trending • Created opportunities to use Quality data for training needs analysis project which resulted to refresher training and increase in Quality scores • Spearheaded the Global Calibration Process and Meeting (for all 3 sites and stakeholders) US CERTIFIED PROCESS TRAINER • Attended Train the Trainer (TTT) session in United States of America (Houston, Texas) and got certified as product trainer (Energy Program) – SAP specific training. • Led training batches which was successfully deployed to production. • Facilitated on boarding, process and tools training • Enhanced modules/PowerPoint presentations specific information for future training (Training Needs Analysis) MENTOR / CM101 PROCESS TRAINER (Salesforce.com) Certified Phase 3 (Case Management 101) Process Trainer Salesforce.com Certified Administrator Salesforce.com Certified Advanced Administrator Salesforce.com Certified Force.com Developer (SU13) • Part of the pioneering batch that had an extensive training. • Trained classes for the “Case Management 101 (Phase3)” training. • Was responsible for monitoring Agent customer interactions against client specified policies and procedures as stated in the Quality Services (QS) guidelines. Suggest improvements at the agent and project level.
• Was responsible for monitoring Agent customer interactions against client specified policies and procedures as stated in the QS guidelines. • POC (Point of Contact) – maintains goal trackers, led calibration sessions, and creates weekly and monthly Quality reports. • Prepared performance evaluations documenting contact-handling procedures.
• Trained a team for product specifics and tools usage to exceeded client’s service level expectation, average handle time, service occupancy with quality customer service experience for the customer. • Ensured effective complaints resolution by developing and enforcing good practice through the implementation of a complaints resolution process within the team. • Attended weekly “Circle of Success” discussing each team “wins” and “opportunities” to provide a resolution and to do check and balance concerning all departments.
• Led a team whose primary role is to evaluate calls and coach agents. • Defined and designed action plans for quality improvement together with the Training and Quality Manager (TQM), clients, Team Leaders and Business Managers. • Worked with Operations Team in ensuring that all on board are on the same page when it comes to Quality expectations that can affect the company and the campaign itself.