Honey Lette L. Gatlabayan

 Honey Lette L. Gatlabayan Blk 2 Lot 9 Dalaya Village Antipolo City Contact Numbers:- Email Address:- PROFILE   Highly motivated, with effective interpersonal, verbal, and written communication skills Strong facilitation and leadership skills, accepts responsibility and follows through with commitments Dependable, creative, and effective in a dynamically changing environment Pride in doing a good job, achieving results and making things happen Enthusiastic, personable, professional in appearance and manner Knowledgeable in computer operating systems such as Windows XP, Vista and 7, applications such as word processing, spreadsheets, and presentation programs etc. IT professional with proven expertise in supporting – and optimizing performance of workstations, peripherals, operating systems, networks, systems, hardware and software; including installation, configuration and preventative maintenance. Resolved network connectivity issues. Provided service- focused technical support – both remote and onsite – to achieve effective troubleshooting, efficient resolution of issues and maximum customer satisfaction. Specifically trained to facilitate Windows 8, Windows 8.1 and Windows 10 operating systems.   Career Vision:   Ø      To further pursue and strengthen a long-term successful career in training/development and achieve my full potential as a training professional. Ø      To be part of an organizationally diverse and strategically dynamic company that strives for excellence, where my core competencies would be fully utilized Ø      To offer my comprehensive experience, skills, and traits for the benefit of the organization’s mission, objectives, and profitability   Work From Home WORK EXPERIENCES Lead Generator / Lead Virtual Assistant / Quality Assurance – Phone Animal Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers.Able to rapidly gain product knowledge. Listened to calls, Encouraged good practices and discouraged bad ones. Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy. Provided customer feedback and internal compliance feedback to management. Dating Website Moderator – Adpayments Manage the banned user process, and track and remove previously banned users. Maintain the Moderation Guidelines and ensure they are up to date. Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required. Chat and Email Support – Balsam Hill Virtual Assistant (Trainee Assessor) – Churchill Education Assists the Trainer in assessments of trainees, provides feedback and sends out certificates on completed assessment. Chat and Email Support – Marine D3 English as Second Language Teacher – 51 talk CustomMade – description writer / content editor WorkPoint - Quality Assurance Universal Trainer – Convergys  (Nov 7 2010– July 22,2016) Hewlett Packard Lead Trainer (May 2016-July 22,2016) Convergys (Stream Global Services) Hewlett Packard – Voice and Non-voice Intuit QuickBooks Seller Trainer Culture and Communications Trainer Mandaluyong City, Philippines Responsible for delivery of client focused training for new hires, product updates and recursive training for Stream’s Support Professionals. Keeps up with changes to client products, services, polices & procedures. Assists the Training Manager in skills assessment of training staff via classroom monitoring and feedback. Participates and contributes to the continuous improvement of curriculum and department policies and procedures, as well as site-based initiatives. Serves as Lead Trainer for client(s) to ensure continuity and successful implementation of training initiatives for key site and off-site contracts. Maintains expertise of key corporate curricula by attending Train the Trainer sessions of contracts supported. Participates in recruiting immersion to select highly skilled applicant suited for the account.    Job Functions:   Ø  Functions as Lead trainer/POC for the HP account. Ø  Manage, assess and coach trainers under my program. Ø  Deliver New Hire, Streamline, New Product Information (NPI) and Enhancement training on all aspects of client projects, including soft skills, technical skills and sales skills (both small & large class sizes – up to 25) Ø  Manage and assess student performance. Coach, deliver feedback and monitor student progress toward performance standards during Streamline process and recursive training. Ø  Work with Human Resources to enforce discipline regulations. Ø  Work with Training Manager to resolve personnel issues in a professional and timely manner.  Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for support professional's HR file. Ø  Evaluate the effectiveness of new hire and ongoing training in partnership with Operations. Ø  Maintain knowledge on changes to client products, services, polices & procedures Ø Provide floor support and additional training for new hire Support Professional to ensure Streamline step goals are achieved Ø  Meet Class Manager KPIs. Ø  Provide project leadership in support of curriculum development and process improvement activities. Ø  Produce instructional materials for various instructional delivery methods including: computer-based training, interactive, classroom training and written job aides. Ø Create Lesson Plans in conjunction with client specific training modules and corresponding training roadmaps. Ø Determine learning objectives of instructional materials and organizes them into logical learning sequences based on needs analysis results. Ø Participate and contribute to the continuous improvement of curriculum and department policies and procedures. Works hand in hand with the Learning and Development team for the development of the curriculum. Ø Create curriculum or training process modifications to training management on the basis of internal customer feedback and/or quality results Ø   Prepare and present training materials through lecture, hands on demonstrations, and supporting activities for technical, customer service and sales accounts. Ø  Administer payroll in accordance with company policy and procedures Ø  Transition performance information to team manager of the employee at completion of new hire training. Ø Daily tracking of SP performance during new hire training, including attendance, assessment scores, and classroom participation. Ø  Perform other related duties and assignments as required and as assigned by the manager. Ø  Facilitate training utilizing a variety of delivery formats Ø  Attend all required train the trainer sessions for new courses and training updates Ø  Provide feedback to HP regarding the development of training materials Ø  Attend bi-weekly calls with HP Program Managers. Ø  Provide HP training management regular training implementation reports       -          Developing talent                               -    Analysis of Training Needs -          Effective Communication                   -    Design of Training -          Building and Sustaining a Team      -    Development of Training -          Planning, Organizing and Executing  -    Delivery and Facilitation of in class training /nesting -          Driving Change and Innovation             -    Problem Solving and Decision Making    Produces consistent top class scores as well as extraordinary performance (balanced scorecards and key performance indicators) of trainees graduated to production Carefully supervises trainee performance and provides effective tactical coaching and action planning Effectively designs and develops training materials consistent with client learning objectives and performance goals Interacts with internal clients, external business partners, and horizontal work groups Skillfully delivers and facilitates learning for New Hire, Progression and Enhancement training on all aspects of client projects, including soft skills, technical skills and sales skills. Accurately analyzes performance data to systematically identify behavioral or skill based root cause of performance gaps to be addressed Training initiative to improve learner performance in transition to streamline.   SELLER Trainer – Stream Global Services Facilitates and reinforces Selling workshops for Operations and New Hires to enhance their capabilities and selling potential. Identifies and provides a methodology with behavioural and process elements to support relevance to each organization’s operating environment. Programs Supported: -Hewlett Packard -Intuit QuickBooks -Globe Culture and Communications Trainer – Stream Global Services Conducted the Customer Relations Management, Accent Neutralization, and English Proficiency program. Revise and make different essential call center training program module requirements. Conducted the following/related curriculum beneficial for the growth of an individual on the following areas: -Business Communication: Email, chat and phone etiquette, customer service, stress and anger management skills, trust based language training, voice and accent. -Public Speaking: Conversational English, effective presentation, speaking skills, listening skills, influence skills, assertiveness skills, negotiation skills, facilitation skills, personality development. Programs Supported: -Hewlett Packard -Clear Wire -Globe -SiriusXM -Xbox -Microsoft -ATT -Time Warner Cable Technical Support Representative Level 2 (July 2010 – Nov 2010) Hewlett Packard Stream Global Services Resolves technical problems expeditiously; involve additional resources When required to resolve problem Communicate effectively, with appropriate level of technical sophistication. Solicit technical assistance on customer problem resolution from field support   Technical Support Representative Level 2(May 17 2010 – July 2010) Intuit Quickbooks Enterprise Stream Global Services Communicate effectively, with appropriate level of technical sophistication. Solicit technical assistance on customer problem resolution from field support Customer Service Representative (July 09, 2007 – March 01, 2010) Sykes formerly ICT Marketing Services Inc. Virgin Mobile USA Position: Tier 2 Adviser (Escalations Team) April 1, 2008 - August 30, 2009 TeleSales Team October - March 01, 2010 Achievements: 1st Green Flag Holder (Customer Satisfaction) -Contribute to program’s goal of resolving 80-90% of customer problems upon the customer’s first call. -Communicate effectively, with appropriate level of technical sophistication. -Solicit technical assistance on customer problem resolution from field support - Contributes effectively and proactively to the success of the customer service organisation. Built excellent relationships with customers and resolver groups. Possess a good knowledge of a wide variety of simple and complex products and the way they interact to assess the customer impact of an incident and to use this knowledge to manage escalations for all defined products across the program. -Acts as a single point of contact to keep our customers proactively informed of incident resolution progress. Delivers service in line with the Right First Time approach. Assembling and leading multi discipline (virtual) teams to resolve complex incidents as required by the nature of the incident. - Enhances overall customer satisfaction. Delivers solution on customer driven timescales, authorised/ accepted serious escalations across Service Assurance. - Provides early notification to senior management of potential customer complaints and Generic problems effecting Global Service products and Solutions. School Teacher (November 2005 – March 2007) RICH GOLDEN SHOWER MONTESSORI CENTER Montessori Lane, Rancho Bueno, Botong Francisco cor. M.L. Quezon Ext. Antipolo City Position: Primary Grade School Teacher Subjects: Computer(grade1, 2 and 3) GMRC (grade 3) Key Contributions: -Develop schemes of work and lesson plans in line with curriculum objectives. Facilitate learning by establishing a relationship with pupils and by their organisation of learning resources and the classroom learning environment. -Develop and foster the appropriate skills and social abilities to enable the optimum development of children, according to age, ability and aptitude. -Assess and record progress and prepare pupils for examinations. Link pupils' knowledge to earlier learning and develop ways to encourage it further, and challenge and inspire pupils to help them deepen their knowledge and understanding. -Developed and implemented daily and unit lesson plans for 9th grade, administered tests and evaluations, and analyzed student performance. -Conducted group/individual reading, GMRC and Computer activities. -Fostered a classroom environment conducive to learning and promoting excellent student/teacher interaction and student engagement. Developed excellent rapport with students -Participated in faculty and parent conferences. Conducted parent conferences. -Earned high marks for the quality and creativity of classroom teaching, lesson plans and instructional materials used in teaching -Developed innovative approaches that were repeatedly held up as the model standard for meeting district goals in areas including technology integration across the curriculum, experiential learning, literacy and diversity. -Taught general education students as well as individuals with learning challenges and special needs within a mainstreamed, inclusive classroom. -Consistently commended for ability to redirect students exhibiting behaviour problems by replacing disruptive, unproductive patterns with positive behaviours. As a result, selected to lead district-wide in-service on classroom management. -Actively served on a variety of school committees and task forces focused on curriculum development, textbook review, fundraising and anti-bullying efforts. -Established positive relationships with students, parents, fellow teachers and school administrators/staff. -Quickly became a "first-to-call" resource in current substitute teaching role, typically working four days per week. Personally requested by many full-time teachers to take over their classrooms during absences.  PRACTICAL TRAINING: La Consolacion College Manila Students Affairs Office Job Responsibility: Administrative Support Office of the President of the Philippines Malacanang Palace Information and Communication Technology Office Job Responsibility: Technical and Administrative Support Education                                                                                 La Consolacion College Manila -) -Bachelor of Science in Business Administration Major in Computer Information Science                       PERSONAL INFORMATION Nickname:Honey Civil Status:Married Nationality:Filipino Religion:Roman Catholic Birth Date:August 10, 1983 Height: 5” Weight:53 kgs Hobbies: Singing, Watching TV, Surfing the web Name of Spouse:Jaylord Vien C. Gatlabayan Occupation:Businessman/Technical Support Professional                                                                             CHARACTER REFERENCES 1. Mrs. Margaret T. Bueno School President / Directress / Owner Rich Golden Shower Montessori Center Montessori Lane, Rancho Bueno, M.L. Quezon Ext. Antipolo City Tel:- 1. Mr. Ryan Jason Pasia Escalations Team Leader (VMU) Marikina City Email:-Tel:- 1. Mr. Otto Lumar Alfonso Email:- team manager HP 4. Mr. Carlo Saracho Hewlett Packard Class Team Manager (Stream Global Services) Tel:- I hereby certify that the above information is true and correct to the best of my knowledge. Honey Lette L. Gatlabayan