DOROTHY-JOY VERSO
• instructional/conversation designer •
ABOUT ME
EDUCATION
An instructional designer manages the end-
2004 - 2008 • Adamson University
to-end stage of the creation of training
Bachelor of Science in Nursing
curricula and materials.
EXPERIENCE-
Teletech Sta. Rosa/Roxas/Five Ecom Delivery Center
Specialist II, Learning and Leadership Development
Training and Facilitation
Facilitates training for employees on all aspects of client projects. ( New Hire, progression,
and enhancement training )
Facilitates cultural Immersion, soft skills, and technical support training.
Training Needs Analysis
Analyzes course materials and learner information.
Assesses class and individual agent level performance.
Curriculum Development
Assists in developing curricula to support classroom training and alternative training.
Provides feedback on the existing curriculum for training improvements.
Participates in client interaction (curriculum development, calibration, focus group
discussions.)
Training and Leadership
Partners with team leader during the nesting period.
Coaches and gives feedback to individuals.
Facilitates training discussion during nesting.
Develops materials patterned with the needs of the nesting class.
Substitutes team leads in case of unavailability.
Acts as POC for my delivery center since our team is managed remotely by our supervisor
and manager. Here are my tasks:
Collaborates with operation by joining daily, weekly meetings and calibrations.
Collaborates with talent acquisition by joining calibration of applicant hiring and
conducting final interviews.
Organizes training resources; request of materials, trainer assignment, allocation of
rooms.
Conducts evaluation and coaching for fellow trainers.
Participates and leads employee engagement.
Maintains updates on the company’s internal social media account.
Actively joins in the planning of engagement and recreational activities.
Promotes engagement activities through internal social media accounts, posters, and
email.
Teletech Five Ecom Delivery Center/Telstra Powered by Teletech
System Specialist (Secondment/Contractual)
-
Provides expert guidance to the Customer Care Contact Centres to drive exceptional outcomes
for our customers and agents through the optimal use and performance of systems and tools
supporting operational execution.
Leverages subject matter expertise to provide insights and/or solutions to optimize key
processes through the use of workflows, business logic, and tools.
Ensures that operational staff have access to the tools that they require to execute their role
through being accountable for management and distribution of software assets;
Acts as the conduit between operational and technical resolver groups to ensure that systems
are working within specifications concerning availability, stability, and performance; advocate
on behalf of operations to ensure that measures are in place to resolve impacting issues
Leads the technical deployment of initiatives to improve Customer Care systems and their
interaction with the Customer Care process; provides leadership in the introduction of new
technologies supporting our contact centers; provides leadership in optimizing the use of our
suite of tools.
Assists in the planning and execution of business testing for system changes being deployed
into Customer Care Contact Centre Operations, to ensure they meet expectations and are fit
for purpose.
2018
Teletech Five Ecom Delivery Center
Instructional Designer/Conversation Designer
Designs and implements strategy to optimize knowledge base in support of meeting and
exceeding operational and internal goals and metrics.
Conceives, designs, and develops training programs and materials utilizing the latest
instructional and distribution methods.
Builds e-Learning, instructor-led, or blended solutions to best suit the content and audience.
Builds upon contemporary methods of adult learning theory, social and mobile learning, and
curriculum design to shape e-learning, instructor-led, and blended approach education and
guidance.
Creates, builds, and distributes custom analytics and reports based on goals and metrics.
Coaches users on knowledge base tools and coordinates with operations, training & quality
teams to produce educational content within the knowledge base.
Works closely with other Instructional Designers including Lead Instructional Designers (IDs),
Project Managers (PMs), Subject Matter Experts (SMEs), Media, Quality Assurance (QA), as well
as Training Team and Design and Delivery Managers.
Manages the end-to-end process of creating Artificial Intelligence (AI)/RealPlay BOTs.
SKILLS
Instructional Design
Project Management
Conversation Design
People Management
Facilitation
Admin and Reporting
(- •-• deejaycreates.blogspot.com
