Carla Gaviño

Carla M. Gaviño LinkedIn: www.linkedin.com/in/carlagavino SUMMARY 8 Years in BPO Industry Foundation and Product Specific Trainer EXPERIENCE Foundation & Product Specific Trainer, Training July 19 2020 – Present Teleperformance Philippines Operations Supervisor Nesting Supervisor Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training). Train and supervise employees to provide outstanding customer service Develops curriculum to support classroom training and alternative training. Implement and execute production tasks and maintain at-goal results Performs Quality Assurance monitoring on employees Provides feedback on existing curriculum for training improvements and develops nonclassroom communication and training materials. Analyze course materials and learner information. Manage the learning environment and demonstrate effective communication skills. Demonstrate effective presentation skills and effective questioning skills and techniques Evaluates skill and comprehension of applicants Respond appropriately to learners needs for clarification or feedback. Use instructional methods appropriately. Report evaluation information for class and individual agent level performance. ADDRESS 3rd St. Brgy. San Isidro Simplicio Compound Sucat, Parañaque City 1711 Supervisor, Operations September 22 2018 – July 19 2020 Teleperformance Philippines PHONE - Responsible for the attainment of client set goals, efficiency targets and overall team performance. Performs consistent and effective coaching sessions to address performance gaps. EMAIL- Analyzes agent’s performance and develops action plan to bridge gaps. Conducts regular performance management to improve challenged members of the team. Formulated and applied various improvement action plans to create an environment of continuous improvement. Provided feedback to client’s knowledge base, products and primary tools to help improve and align processes. Managed and motivate the team to perform efficiently and effectively to meet or exceed KPI goals. Attends client and internal meetings and assigned POC for Operation’s specific Concerns. Nesting Supervisor, Training & Operations February 10 2019 - July 19 2020 Teleperformance Philippines Provide feedback to client’s knowledge base, products and primary tools to help improve and align Training and Operations processes. Facilitate discussion on the Top Call Drivers and drill employees with scenario based learning methods. Provide feedback to Training Department for better performance of the New Hires. SKILLS Advanced technical skills with Microsoft Office and Microsoft365 troubleshooting Capable of working with Windows and Mac programs Develops action plans to manage the learning and development of New Hire agents to meet and exceed the client set goals during Nesting and Pre-abay. Responsible in identifying and validating New Hire applicant’s skillset to meet client demands. Works hand in hand with the Training Manager and Trainers to ensure proper execution of action plans. Attend and present during internal calibration with Recruitment, Operations, and Support group. Provides effective skill transfer methods Review and up-skill employees on product enhancement courses. Accomplishes providing excellent customer service Educate employees about policies, procedures, and guidelines that are specific to the client and account. Adapts well to new instructions and directions provided by managers, supervisors, and other colleagues. Provides reporting to operations and training on trending and urgent issues. EDUCATION Reviews and evaluates New Hire applicants Carries out quality assurance monitoring Directly report and present production goals to clients and managers University of Perpetual Help System DALTA, Las Piñas City Bachelor of Arts in Communication June 2014 – April 2018 TRAINING New Trainers Development Course AWARDS BLUE DIAMOND CLUB Supervisor Foundations Training Intro to Lean Six Sigma and DMAIC WBLT Teleperformance Operational Processes and Standards(TOPS) Root Cause Analysis Training - An employee nomination- based award for employees who possess the core company values (Commitment, Integrity, Innovative, Respect, and Professionalism)  Awarded during Q3 of its commence in 2016  July 2017 REFERENCES Jocelyn Bunquin Assistant Center Manager, Operations Teleperformance Philippines - John Keyvin Maulion Assistant Manager, Training Teleperformance Philippines - Joanna Marie Magdangal Contact Center Manager, Operations Teleperformance Philippines -