Earl Ray P. Niesta

Earl Ray P. Niesta PROFILE I am professional and dedicated. A driven individual who reacts quickly to change. A self-starter with a strong sense of urgency who responds positively to challenge and pressure. EXPERIENCE June 2019 - Present Pre-Admit Case Manager Omni Therapy (Los Angeles, CA, USA) - Receives and processes referrals by obtaining referral information, funding verification and pre-certification. - Processes referrals in a timely and congenial manner (24-48 hours) - Documents verification and pre-cert information accurately - Discusses with clinicians to determine admission decisions (Plan of Care and Frequency). - Acts as a liaison with case manager, referral source, and family prior to admission. - Determines appropriate program to which a patient will be admitted; makes appropriate referrals for non-admissions. - Provides information by mail or phone to all inquiries as needed. Jan 2018 – June 2019 Product and Process Trainer Concentrix (Taguig, Philippines) - Responsible for day-to-day direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback - Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment - Prepare and present materials through classroom learnings, hands on demonstrations and supporting activites - Supervise agents through training classes and Nesting and assists in the successful integration of agents into Operations. - Oversee agent performance management by evaluating performance and delivering Coaching in New Hire Training and Nesting - Accountable for achieving individual training performance metrics - Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meets business needs - Maintain relevant product knowledge for each account by taking in calls, attending client or cross functional meetings (as needed) and side by side observations - Comply and participate in the Company's Trainer Development program and completes action plans created to focus on trainer performance improvement and grow job skills - Evaluate and recommend training content improvement - Provides additional one-on-one training and coaching support to agents that need additional focus - Prepare training reports for Training and Operations to record training milestones and progress, as required - Responsible for obtaining and maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing training sessions - Responsible for understanding and complying with all policies, procedures and regulations relating to job duties - Performs other duties as assigned by management (Nesting TC) Nov 2017 – Dec 2017 CSR Alta Resources (Pasig City, Philippines) Apr 2017 – Aug 2017 Team Manager VXI (Pasay City, Philippines) - Provide performance feedback and coaching on a regular basis to each team member - Create performance reviews for skill improvement - Available for employees/team members who experience work or personal problems providing appropriate coaching, counseling and/or guidance - Ensures that team have appropriate training and resources to perform their jobs - Responds to and resolves employee relations issues expressed by team members - Creates and maintains a high-quality work environment so that team members are motivated to perform at their highest level - Address disciplinary and performance problems according to company policy - Ensures that calls are handled efficiently, effectively and in a knowledgeable manner - Attend Tailgate, Gap and Calibration sessions to ensure that performance is met with the standards given by clients Mar 2015 – Mar 2017 QA Analyst LBOS Philippines (Ortigas, Philippines) - Audit calls given by clients on a daily basis (Live, Recorded or SBS) Responsible for calibrating and supporting quality standards between clients Ensure that client quality and and corporate customer satisfaction goals are met or addressed in a timely manner Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause Provide recommendations on improving the quality process to achieve goals and objectives Assist with the development of agents through coaching/feedback session Focuses on the increase of the overall customer satisfaction score through the coaching of individuals or teams Provide written and verbal feedback to agents on all completed evaluations Jan 2013 – Feb 2015 Team Manager IBEX Global Solutions Philippines, Inc. formerly TRG (Ortigas, Philippines) - Provide performance feedback and coaching on a regular basis to each team member - Create performance reviews for skill improvement - Available for employees/team members who experience work or personal problems providing appropriate coaching, counseling and/or guidance - Ensures that team have appropriate training and resources to perform their jobs - Responds to and resolves employee relations issues expressed by team members - Creates and maintains a high-quality work environment so that team members are motivated to perform at their highest level - Address disciplinary and performance problems according to company policy - Ensures that calls are handled efficiently, effectively and in a knowledgeable manner - Attend Tailgate, Gap and Calibration sessions to ensure that performance is met with the standards given by clients Feb 2011 – Sept 2012 SME - Subject Matter Expert The Resource Group (Ortigas, Philippines) - Provided feedback to L1 agents - Provided floor support when and handled agent escalations - Assist new agents and assigned agents meet and improve metrics when mentoring - Helps overcome objections when agents transition to sales and closes possible sales - Validates sales done by agents and makes sure proper expectations are given to customers after the sale is done - Assists team lead monitor provide feedback to agents when calibrating calls for quality - Monitors team activity real time and makes sure that AHT is met at a daily basis - Created hype on the floor with On the Fly. - Assisted with sales on the floor by doing Rapid Fire sessions with agents. EDUCATION Academy for International Culinary Arts Degree in International Culinary Arts and Professional Kitchen Management Pasig City, Philippines 2006 De La Salle University – College of St. Benilde BS Business Administration, Major in Business Management Manila, Philippines 2002 St. Lawrence Seminary High School Diploma Wisconsin, USA 1996 Dhahran Academy Diploma Dhahran, Saudi Arabia 1992 CHARACTER REFERENCE Available upon request.