Belle Hernandez Cayona

Skills & Abilities:

MANAGEMENT · Critical Thinking · Performance Management · Conflict Resolution · Work-life balance · Training and Development · Quality Management

COMMUNICATION · Oral and Written Communication · Public Speaking

Experience:

1. SPECIALTY TRAINER | PANASIATIC SOLUTIONS | AUGUST 2018 - PRESENT · Manage and Supervise a Class of 20-25 Agents · Conducts Tier 3 and Special Skills/LOBs Training · Reviews existing training manuals and propose addendums or updates as needed · Acts as liaison with the Client for New Updates or Training Programs · Act as point-of-contact in launching new accounts/LOBs · Conducts Up-Training and Specialty · Monitor and manage performance metrics of Agents

2. NEW HIRE/TECHNICAL TRAINER | PANASIATIC SOLUTIONS | MARCH 2011 – AUGUST 2018 · Manage and Supervise a Class of 20-25 Agents · Conducts New Hire Training for Off-the-street Trainees

· Conducts Tier 2 Training for Upskilled Agents · Monitors and Tracks Scorecard Performance of Trainees ·

Provides Performance Coaching and Performance Management to Trainees · 

3. SUBJECT MATTER EXPERT | PANASIATIC SOLUTIONS | OCTOBER 2010 – MARCH 2011 · Provides assistance to 20 assigned Agents · Providing Technical assistance to representatives on the floor. · Acts as Team Leader in the absence of immediate supervisor · Monitors and tracks performance of Agents · Provides coaching in behalf of the Supervisor as needed

4. CUSTOMER SERVICE REPRESENTATIVE | PANASIATIC SOLUTIONS | AUGUST 2010 – OCTOBER 2010 · Provide Technical and Customer Service Support for Inbound Customers (TelCo Account)

5. COMPANY NURSE / FIELD NURSE | TRADE UNION CONGRESS OF THE PHILIPPINES | JUNE 2009 – JUNE 2010 · Provide basic medical attention to employees · Conduct medical-related seminars on the field to different haciendas and barangays