Agnes Victorio

I handle training for communication skills, call handling and product training. I am a subject matter expertise that gets to share my experience not just in our site in the Philippines but also abroad.
I get tapped to train new employees until their early stages in operations, cross train agents for additional skills, up-train agents enrolled in the process improvement plan, as well as extend assistance to operations for data analysis and coming up with training materials to enhance agents knowledge and skill on identified opportunities.
I get to handle a team, ranging from 21-25. I train them on the needed skills, assist them with the day-to day operation - floor support, individual coaching, dailly huddle, rollout updates, review metrics/scores, action planning, etc.
As a trainer, I also am a site resource in handling classes for newly promoted leaders. I am certified for specific courses that would help our new leaders in handling their own team - BLITZ, Basic Training for Trainers, Instant Coaching