Hershey C. Tismo
Contact number:-
Email:-CAREER OBJECTIVE
To assume a position that affords dynamism, analysis, challenges and allows the application of
integrative skills with special emphasis on communication and customer service to attain customer satisfaction.
SUMMARY OF QUALIFICATIONS
Provides excellent customer service on specific products or services, applications or systems to global
account(s).
WORK EXPERIENCE:
COMPANY
: Focus Support Associates
POSITION
: Product Trainer
DATE ASSIGNED: October 2019– Present
Induction of new hires
Product Training Specifics (both Outbound sales and Inbound retention )
Uplift Training
TNA
Monthly exam and product releases
Maintenance of Knowledge Base
Client relations specially for implementing process
COMPANY
: Sitel
POSITION
: Coach/ Product Trainer
DATE ASSIGNED: July 2014 – June 1, 2018
Induction of new hires for the Company
Product updates and Product Specific training
Conduct post training and up training for all employees
Developing Training Materials
Conduct coaching sessions with employees and supervisor
Manage team performance
Conduct coaching sessions for agents
COMPANY
: Collection House International BPO Inc.
POSITION
: Product Trainer and Performance and Quality Advisor
DATE ASSIGNED
: April 2012 – May 2014
Induction of new hires for the Company
Product updates and Product Specific training
Conduct post training and up training for all employees
In charge of Training Department ( Manila Site)
In charge of the Quality Assurance Department ( Manila site)
Reporting and monitoring the Manila site score
Handling all calibrations sessions with employees, supervisor and manager.
Conduct coaching sessions with employees and supervisor
Managing the core performance group
Managing the compliance and security of any process for all divisions
Generate support information for the operation
Supervise the teams under the Performance Improvement Plan
COMPANY
: Sutherland Global Services Philippines Inc.
POSITION
: Product Trainer
DATE ASSIGNED
: November 2005 – November 2010
Provides Product specific training to new hire agents
Provide training for new updates
Provide Floor support for the Operations
Creates training materials to support the Operations needs
Provides remedial classes for agents who experienced product related challenges
Creates supporting documents and data according to the Operations needs
Assist clients with online payments.
Basic trouble shooting with online payments.
Credit card and Bank payments.
Account Funding and withdrawals.
Assist customers with Auction payments and sending payments.
COMPANY
: Teletech
POSITION
: Port Resolution Specialist/ Coach
DATE ASSIGNED
: JANUARY 2004- JUNE 5, 2005
Tier 2 Support for (WLNP) Wireless Local Number Portability for Telecommunication in USA (Sprint).
Online Assistance for customers with complaints and billing inquiries.
Online technical support for consumer and business products and services, answered questions relative
to the functionality of phone, products, products and network services, and program customer’s mailboxes as
required.
Handles customer complaints for Port In/Port Out (Number Transfer Request)
Handles activation process for new Sprint Subscribers.
Communication with Other service Providers (Telecom) in the USA (ex. Verizon, T-mobile,
Cingular/AT&T, Nextel etc.) to continue with the number transfer request of new sprint customers.
Re-program newly purchased handsets (Samsung, Nokia, LG, Handspring Treo as part of trouble
shooting for WLNP.
Proficient in conversational English and computer literate.
COMPANY: TelePerformance Phils
POSITION
: TEAM LEADER
DATE ASSIGNED
: JUNE 25, 2002 up to November 2003
Conducts training for newly hired employees.
Conducts sales training and up training for all telemarketers.
Prepared daily, weekly and monthly performance of agents.
Receives supervisory/ escalated calls.
Calibration of calls with the clients and agents.
Conducts product trainings.
COMPANY
: FENICS ELECTRONICS
POSITION
: QUALITY ASSURANCE SUPERVISOR
DATE ASSIGNED
: APRIL 2000 up to APRIL 2001
Prepared daily reports for Quality Assurance.
Quality monitoring for each machine and machine operator.
Calibration of each machine and operator.
Conducts seminar for new hire trainees.
Forecast the quantity of each item to be released by the company.
Prepared monthly reports for clients abroad.
COMPANY
: ARTLETS CARD MARKETING (certified CITIBANK agency)
POSITION
: TELEMARKETER
DATE ASSIGNED
: JULY 2001 up to NOVEMBER 2001
Contact customers who would qualify for Citibank credit card.
Provide customers with general information about credit cards.
Monitors the approval of credit card.
Activation of credit card.
Handles credit card seasonal promotions.
AWARDS/ CITATION:
TOP 5 STUDENT 1997 GRACEL CHRISTIAN ACADEMY
BEST SCIENCE PROJECT 1996 GRACEL CHRISTIAN ACADEMY
BEST ESSAY 1996 GRACEL CHRISTIAN ACADEMY
TOP 5 CALL CENTER AGENT OF THE YEAR JANUARY 2003
TELEPERFORMANCE PHILS.
TOP CALL CENTER AGENT AUGUST 2003
TELEPERFORMANCE PHILS.
TOP TEAM
AUGUST 2003
TELEPERFORMANCE PHILS.
CLIENT COMMENDATION AUGUST 2003
TELEPERFORMANCE PHILS.
CLIENT COMMENDATION SEPTEMBER AND OCTOBER 2004
TELETECH PHILS.
OUTSTANDING QUALITY AWARD AUGUST 2004
TOP AGENT FOR PAYPAL APRIL 2006
TOP SENIOR AGENT FOR PAYPAL JUNE 2009
CAMPAIGNS OR ACCOUNTS HANDLED:
STAPLES
ALIGHT
PRU LIFE
CITIBANK AND CITICORP ACCOUNTS
ACE-INA ACCOUNTS
GLOBE TELECOMS SEASONAL PROMOTIONS
WIRELESS NUMBER PORTABILITY (SPRINT)
BEST WESTERN
SPRINT
PAYPAL
eBAY
ENERGY AUSTRALIA
ANZ
Toys R US
STAPLES
TRAINING:- Student's Assistant Program PWU Taft Ave. Manila
AUGUST 11-13, 2000
WALK YOUR TALK: A VALUING ADVENTURE
JULY 1-5, 2002
Market Research
TelePerformance Phils
SEPTEMBER 2002
ENGLISH PROFICIENCY PROGRAM
(Teleperformance)
JANUARY 2003
AMERICAN CULTURE AND NEUTRALIZATION TRAINING
(Teleperformance Phils.)
APRIL 4-8, 2003
American Accent training Teleperformance Phils
JANUARY 2004
AMERICAN ACCENT TRAINING
(Teletech)
NOVEMBER 7-18, 2005
BASIC AMERICAN ONLINE BANKING
APRIL 2008
Lite TRACK A Supervisor’s Training
MAY 2009
Call Center Symposium: BPO’s Today
JANUARY 2010
CALL CONTROL for all regions (UK, US and Australia)
APRIL 2010
TRAINING THE TRAINERS
JANUARY 2015
TRAINING THE LEADERS (GOS)
FEBRUARY 2015 T3 RELOADED
APRIL 2015
PRODUCT TRAINING STAPLES (MINNESOTA, USA)
Education:
Fisher Valley College
School Year-
Primary
Gracel Christian Academy
School Year-
Secondary
The Phil. Women’s University
School Year-
Course: AB Comm. Arts Major in Broadcasting
College
CHARACTER REFERENCE:
Available upon request.
PERSONAL DATA:
Date of Birth
Place of Birth
Civil Status
Citizenship
Sex
Height
Weight
Religion
Father' s Name
Occupation
Mother's Name
Occupation
Home Address
: October 1, 1979
: Manila
: Married
: Filipino
: Female
: 5 ft. 2 inches
: 100 lbs.
: Roman Catholic
: Renato C. Cruz
: Self-employed
: Gertrudes D. Cruz
: Housewife
: # 59 Luzon St. Zone 5, Signal Village Taguig Metro
Manila
Contact Numbers :-
Email Address
:-
CHARACTER REFERENCE:
Available upon request.
HERSHEY TISMO
