Dimple Tonzo

Dimple Pulvera-Tonzo Door # S-47 Geminie Compound, Sugarlandia Bacayan, Talamban, Cebu City - - Professional Synopsis�: � Over two (2) years and one (1) month of extensive experience in knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team � Self-motivated, team player and organized to keep pace with the fast changing environment � Currently designated as Product Ready Trainer in Convergys. � Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA (Service Level Agreement) targets keeping customer satisfaction as the primary objective. Organizational Experience: Convergys (Healthcare Account) April 2014 � Customer Service Advocate (Hired) August 2014 � Subject Matter Expert October 2014 � Tier 2 Intern (Taking escalations and consults from Tier 1 Advocates, Mentoring Tier 1 advocates) March 2015 � Product Ready Trainer (Handles New Hires Training, Production�s Refreshers, Uptraining, Calibration, Coaching, Audit Calls) Roles and Responsibilities�: � Preparing reports with a view to monitor the performance & efficiency of new hires, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics � Have been promoting knowledge sharing through the organization's operational business processes and systems � Have been compiling content usage reports related to the knowledge portal. � Provides coaching and feedback to let the Customer service rep know about his/hers areas of improvements � Audit, Evaluate and calibrate the calls. � Update existing Curriculum/ Assist in Curriculum Development � Update existing modules � Create modules and FG � Facilitate refresher sessions to tenured agents and Mgmt. Team � Facilitate uptraining sessions to tenures agents and Mgmt. Team � Certify new hired trainers � Facilitate workshop for aspiring trainers � Conduct Validation Interview for the account � Final Interview Achievements: � Top Tier 2 Advocate. � Provide training for new hires. � Provide refresher trainings to tenured advocates. � Create refresher training modules. � Top Trainer Workshops attended: � Training 101 � Six Sigma (White) � Time Management � CCT T3 (Universal: Culture and Communication Training) � Convergys Leaders as Coaches 1 and 2 � Identifying Depression � Developing Emotional Connections Academic Credentials: � AB Christian Education: Completed 4th year 1st Semester in ETCP � High School: Graduate Language/s Known: � English