Chloe Mar Gotera

Chloe Mar Lacson Gotera Dona Vicenta Village, Bajada, Davao City, Philippines Mobile: - Email:-Summary: Writer | Corporate Trainer | Associate Manager Qualifications: - High attention to details - Excellent research skills - Familiar with Office applications such as Word, Excel, and Powerpoint - Excellent oral and written English communication skills Work Experience: • • • • • • • • • • • Associate Manager August 2017 - present Sutherland Healthcare Solutions (SHS) Davao, Philippines Handle a team of chat and email support representatives Handle a team of US registered nurses whose main task is to review medical necessity of inpatient requests by hospitals Gather and analyze data, create action plan based on data, evaluate efficiency of interventions and modify if necessary Attend weekly business review with US-based clients to discuss updates and performance Product Trainer June 2015 – August 2017 Sutherland Healthcare Solutions (SHS) Davao, Philippines Facilitated Product Specific Training for New Hires Prepared nesting agenda post product training; checked seat assignment accuracy and computer/phone functionality; Tracked tech issues and coordinated with the IT department. Prepared pre and post assessments to determine opportunities and measure efficiency of training actions. Created and fine-tuned materials as needed Created online assessments to ensure that cascades are thoroughly read and understood Created visual aids, such as How To's, as an additional support for employees Participated in projects along with Operations and Quality Team (Performance improvement; Huddle Guide creation; Visual Aids/Cheat sheets creation, etc.) Customer Service Skills Trainer Sutherland Global Solutions (SGS) Taguig, Philippines October 2014 – June 2015 • Facilitated effective communication skills training; to ensure trainees will be competitive soft skills-wise before PST • Fine-tuned materials as needed • Attended and led weekly and monthly language calibration to ensure language scoring standards are maintained • Recommended and discussed potential training needs for consultants Near-Hire Training Specialist Vital Call Center Link (VCC Link) Makati, Philippines • • August 2013 – October 2014 Facilitated training focusing mainly on customer service skills Modified training materials according to clients' and trainees' needs • • Tracked the class' progress through weekly assessments Also did recruitment tasks: phone screening, personal interviews, applicant status update to ensure quality of candidates' referred to business partners Educational Background: University of Iloilo - PHINMA Education Network Bachelor of Science in Nursing Iloilo City, Philippines Graduated 2010 Rewards and Recognitions: • • • SGS Platinum Perfect Attendance Award SGS Platinum Leadership Award SGS Top 10% Global Employee Certifications and Licenses: • • • Philippine Nursing Licensure Board Exam Passer December 2010 Scenario Based Learning Workshop and Certification June 2015 Sutherland Career Level Progression Certification October 2016 Company Sponsored Online Courses: • • • • • • Excel Beginner Excel Intermediate Excel Advance Effective Coaching (GROW Model) Emotional intelligence: How to be an Effective Leader Team Manager University