Agnes Victorio

EDUCATION BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY Saint Louis University, A. Bonifacio Street, Baguio City Philippines 2600 EXPERIENCES LEARNING SPECIALIST / TRAINER Sitel Philippines Corporation Baguio City, Philippines 2600 September 2007 to present AGNES VICTORIO Financial Account and Technical Account OUTBOUND TELEMARKETER High Power Business Solutions Baguio City, Philippines 2600 July 2006 to January 2007 Apartment H, Tabora Building, Rimando Road Baguio City, Philippines 2600 CUSTOMER SERVICE REPRESENTATIVE Sykes Asia Makati City, Philippines 1200 July 2005 to April 2006 SKILLS AND RESPONSIBILITIES - (M)-(E) FACILITATION SKILLS - End-to-end training. Trains agents for both communication skills and product training. - Comes up with a timeline suitable for the class factoring in the different personalities, experiences, age & culture. - Comes up with activities, assessments, etc. that would enhance the agent’s communication skills, product knowledge while they are able to properly navigate the system. - Conducts up-training for tenured agents. Discussion for updates, changes and any rollout that would affect how agents would handle their calls. - Cross train agents form one line of business to another. Trained for LOB’s that the business unit has to be more flexible when training/uptraining/cross training is needed. - A borrowed resource for another business unit who is in need of a trainer to handle training focusing on the new hire’s communication skills. - Undergone training and is certified as a Leadership Academy Resource for the module -COACH BLITZ and BTT/ Basic Training for Trainer. Being a Leadership Academy resource, you are to handle newly promoted supervisors who would need such module for their role. - Handled a new training class for our site in Managua, Nicaragua. - Observes trainers who are new in their role and provides guidance and feedback - Passed the yearly trainer certification since 2009 to ensure proper and accurate delivery of training. - Reviews materials for training and provides timely feedback to the clients for revision and calibration - Handles phone calls at least 2 hours on a weekly basis to be at par with the frontline agent’s knowledge and to be in the loop of changes/issues real-time. LEADERSHIP SKILLS - Observes trainers who are new to the role and provides guidance and feedback - Designated as a point of contact by the manager. Do come up with decision for the team as necessary. - Spear headed documentation and processes to be implemented for our technical account. Proper distribution of tasks appropriate to their current role. Conducts meeting for finalization of documents, action plan, etc. - Flexibility in moving from one role to another as needed by the business. Should know at least the basic role of colleagues. When handling a training class and no coach/team leader available, can fill the said role aside from being a trainer for the agents. - Updated with any changes/updates/rollouts to forecast possible challenges questions agents may raise. Proactive in communicating possible gaps with the clients for a better discussion once delivered to the agents. - On the lookout for the needs of the team. Getting in touch with the right department when request is needed from them and immediate update provided to the agent. - Consistent feedback provided to trainees to motivate them and for their awareness regarding their performance. GOOD WRITTEN/ VERBAL COMMUNICATION SKILLS - Certified for BEAT (Basic English Assessment Tool) and GATE (Global Assessment Tool in English assessments. These are the assessments used to gauge applicants/employees’ communication skills. These assessments are used from the interview process until the training to be able to identify the trainees’ areas of improvements. - Documentation of processes to be implemented for our technical campaign – gradebook, trackers, sing-off sheets, playbook, etc. - Conducts interview for applicants. - Trained for our behavioral interview for applicants aiming for a supervisory position - Comes up with modules as needed by the business necessary for training/up-training, etc. - Daily/ Weekly meeting with our clients to discuss new products, changes with the processes, and anything that may affect operations. COMPUTER LITERATE - Good background in a variety of computer software, such as Outlook, Word, Excel and PowerPoint. - Processes system access for new hires since we use a different and a more secure database for our customers. Check possible issues that could have resulted to their problem before asking assistance from our helpdesk. - Creates modules specific to the needs of the account that will be used for training - Handles system access. From logins, systems to tools utilization. Issues are identified and checked to properly resolve access the fastest way possible since it is a loss for the company when these types of issues arise. - Consistent use of the campaigns application for proper delivery during training and check for possible changes that can be provided as a feedback to the client for efficiency TRAINING / SEMINARS PRODUCT TRAINING – Technical Support Campaign September 20, 2015 to September 25, 2015 Changwon, South Korea Facilitated by the engineers of a multinational electronics company Learned the different specifications, use, and assembly of various home appliance products Planning and strategy sessions to help improve customer service PRODUCT TRAINING – Technical Support Campaign April 2014 to May 2014 Pasig City, Philippines Product training for a multinational electronics company Learned the different specifications, use, and assembly of various home appliance products Learned the use of different support software & applications used in accessing customer information, processing customer requests & documenting customer calls. COACH BLITZ January 2014 SITEL Baguio, Philippines Joined this 5-day training to prepare me for the next batch of supervisors Ran the same session with another batch to prepare supervisors with their new roles. This course covers topics such as instant coaching and how to enhance their subordinates’ skills & knowledge. Certified for this course on the same month, January 2014 after 5 days of training LEARNING SPECIALIST CERTIFICATION Annually from 2009 to 2013 SITEL Baguio, Philippines Passed the yearly trainer certification conducted by our financial account client. Class observation conducted by our client for 1 to 2 hours. They simply visit the class and we are to discuss the topic scheduled for that day We should be able to cover necessary points to ensure effective training – setting of objectives, discussion, Q&A session, etc. CAMPAIGN IMPLEMENTATION – Financial Account August 14, 2009 to October 25, 2009 SITEL Managua, Nicaragua Trained newly hired agents regarding the different processes, rules & regulations that governs a financial industry Trained the agents with the use of different support software & applications for accessing customer information, processing customer requests & documenting customer calls Assisted trained agents with their phone calls during our launch in the said site Assisted, observed and provided feedback to other learning specialists who were tasked to train succeeding classes. Performed on-site telephone tests to ensure a smoother production operations experience on our launch period BASIC TRAINING FOR TRAINERS/BTT January 2008 SITEL Baguio, Philippines - Basic training on facilitation and team management - A demo was done after the training session to ensure application of what was taught during this course Certified to run the same course for supervisors where it covered the Do’s and Don’ts when they are to handle a class or a team, understanding the different types of learners, and how to handle resistance as well as disruptive behaviors PRODUCT TRAINING – Financial Campaign September 10, 2007 to October 5, 2007 Baguio City, Philippines Product training for a credit card company Learned the different processes, rules & regulation that governs the financial industry Learned the use of different support software & applications used in accessing customer information, processing customer requests & documenting customer calls. CHARACTER REFERENCES JESIREE MANDAPAT Quality Analyst, Sitel Philippines Corporation - KATRINA GRACE CABANELA Learning Specialist, Sitel Philippines Corporation - MA. KAREN ANJOE YLARDE Coach, Sitel Philippines Corporation - SHAREE ANN BOSAING Learning Manager, Sitel Philippines Corporation -