Grace Ruth Lopena

Grace Ruth Lopena PROCESS TRAINER CONTACT: Phone: (- Email:-Skype: live:.cid.8608cb29a05c690d PROFILE I'm a resourceful and self-driven person who has more than 7 years of experience in the BPO industry. I have strong leadership and excellent communication skills. I am currently a Process Trainer in our company and I have been building great and positive relationship with our clients. SKILLS Microsoft Office Literate Facilitation Skills Multi-tasking E-mail Management Customer Service and Overall Satisfaction Interviewing and Profiling applicants Knowledgeable in Canva Six Sigma Trained AWARDS SLK Global Philippines The CON OPS NORTH STAR AWARDS Jan 2020 PINNACLE AWARD TRAINER Q2 2019 PROJECTS Performance Improvement Plan When an employee fails to meet the performance target, s/he will be enrolled in PIP. Refresher courses will be conducted per line of business, side-by-side observations along with remote monitoring as a follow through. Feedback will be provided to the employee in the one-to-one coaching sessions. After all the data has been gathered, a report will be presented to the Operations Leadership to discuss performance improvement and control management. OSAT Lab This was designed to improve the Overall Satisfaction of our customers. This training helps our agents to efficiently and effectively handle calls that impact customer experience. I facilitated this training to a set of agents who failed OSAT on a monthly basis. Then side-by-side and coaching sessions have been conducted to keep track of the improvement. KAIZEN It is a method of creating continuous improvement. We defined the pain areas of metrics that we're failing. Data was then gathered via remote monitoring and survey. We identified potential root causes by using quality tools such as fish bone diagram and brown paper analysis. We then separated the vital few from the trivial many which helped us to narrow down the potential causes. From there, we formulated action plans to address the top drivers and ensured continuous monitoring of improvement. WORK EXPERIENCE PROCESS TRAINER SLK Global Philippines | Oct 2018 - present Process Trainer for a national bank in the US handling deposit accounts and credit cards. Utilizes Canva as a tool in creating training materials and advertisements. Conducts one-to-one coaching sessions with new hire trainees and tenured agents. Collaborates with quality team and management to identify any process gap to help Operations. Conducts refresher courses as needed. Conducts call listening sessions and side by side with our Focus Group. Creates Knowledge Reverification Assessment on a monthly basis. QUALITY ANALYST SLK Global Solutions PH | Oct 2016 - Oct 2018 Evaluates calls of process associates Data mining and analysis Facilitates call calibrations with stakeholders Conducts call listening sessions, refresher courses and training as needed Sends splashes using Canva for quality updates Creates Weekly and Monthly presentation of internal and external quality scores Conducts awards and recognition for process associates SALES SPECIALIST Concentrix | July 2015 - Sept 2016 Process new lines of service such as phone, tablets and WiFi devices. Up-selling accessories such as screen protector, car charger, etc. Processes payments using debit and credit cards. COLLECTIONS SPECIALIST Genpact | July 2013 - March 2015 Handles early stage collections accounts. Process payments using checking and savings accounts. Setting up automatic payments for customers.