FELIX JOE VALENCIA
230 Guilig Street, Brgy. Pogo Chico, Dagupan City
Mobile: - / -
Email:-Professional Experience:
August 2016 – January 2019 Universal Trainer/Operations Support Convergys
Singapore Prime Holdings Inc.
2F Worldwide Corporate Center
Shaw Boulevard, Mandaluyong City
February 2016 – June 2016 Logistics Head / Part Owner Urban Spring Water
Refilling Station
Dagupan City, Pangasinan
August 2015 – February 2016 ESL Instructor
Hong Kong Lemon Tree
September 2012 – March 2015 Universal Trainer
Convergys Singapore Prime Holdings Inc.
8F Glorietta 5 Building,
Ayala Avenue, Makati City
July 2010 – September 2012 Product Specific Trainer
Convergys Singapore Prime Holdings Inc.
Convergys 1 Building,
Ayala Avenue, Makati City
October 2008 – July 2010 Program Ready Trainer
Convergys Philippines
Ayala Avenue, Makati City
May 2007 – October 2008 Customer Service Specialist Convergys
Philippines
Ayala Avenue, Makati City
Value Add to Operations:
∙ Operations Validation Interviewer
o To produce more competent new hires
∙ Piloted New Programs for different sites
o POS Software as Team Leader for a new LOB (UK Based)
o Cloud Based Technology Account – B2B LOBs (US Based)
o Healthcare Account – Sales, Consumer and Healthcare Professionals LOBs (Australia
and Canada Based)
∙ Handled Multiple Operation Teams to improve/meet the following:
o Client Value Metrics
o Percent of Agents Meeting Metrics
o Increase CSAT Scores
o Communications
Module for Operations Team
o T itle: Play-to-Pass Program
o S ubject Matter Experts Certification Program
o O
bjective: This module will help the SMEs how to be more effective in facilitating
team meetings and huddle sessions.
o Impact to Operations: SMEs became more effective with their questioning
techniques and maximize the time given during huddle sessions with their own
teams.
o Title: HEAL (Challenging Conversation)
▪ Hear our Customers (Listen to Understand)
▪ Ease the Tension
▪ Act to Improve the Situation
▪ Leave a Positive Impression
o Objective: Participants will be able to listen non-defensively, choose productive
behaviors and focus on what they can do to resolve the issue.
o Impact to Operations: Team Leads and SMEs received lesser supervisory calls.
∙ Created Process Documents to address Client requirements
o Operational Requirement to meet FDA Standards
o Management of Documents and Operational Supplies for Annual Program Client
Audit
Value Add to Training:
∙ Curriculum Revamp to improve the following metrics
o 100% New Hire Retention (Program Target – 95%)
o 96.47% Agent Proficiency (Program Target – 90%)
o 43.75% Percent of Agents Meeting Metrics (Program Target – 10%)
∙ Modules Created
o Title: Millennials for Coaches
o Participants: Team Leads and Trainers
o Scope of Support: Multiple Sites
o Objective: Integrate the Millennial Strategies to the Convergys Coaching Model
∙ Training 101 and 102 Certifier
o Training 101
▪ Adult Learning Theory
▪ Classroom Management
▪ Presentation Techniques
o Training 102
▪ Discussion Techniques
▪ Experiential Learning
▪ Feedback and Coaching
▪ Scenario-Based Learning
∙ Onboard Newly Hired Trainers
o Created Onboarding Agenda
o C
urriculum Onboarding
o C
lass Observation
Trainings Attended:
o H
R Recruitment Certification
o L eadership Training
o Basic Financial Management
o Reporting
o Budgeting
o Onboarding and Curriculum Integration
o Intensive Coaching Workshop I & II
o Training 101 and 102 Certification Process
o Convergys English Evaluation Tool Certification
o Training with Impact
Educational Background
April 2007 Bachelor in Secondary Education University of Luzon
Perez Blvd., Dagupan City
April 2000 High School Diploma
Dagupan City National High School
Tapuac District, Dagupan City
