Ignacio, Bernadette C.

BERNADETTE C. IGNACIO Purok 2 #56 Gabriela Silang, Baguio City- ________________________________________________________________________ WORK EXPERIENCE: April 2009 -PresentLearning Specialist SITEL ACADEMY- NORTH LUZON SITEL Philippines BCEZ Loakan Rd. Baguio City RESPONSIBILITES: To Assess Applicants to check if they qualify for training. Pool for own class and make sure that capacity is met. Train NEAR HIRE applicants for possible employment with SITEL after the training. Assist in Filling Critical Ramps though Early Endorsement. Assist in Revising and Updating the training Timeline and Training Materials. To be able to meet Key Performance Indicators ( Hire Rate, Conversion Rate, Attrition Rate, Retention Rate and FS Grad Rate) AD HOC ASSIGNMENTS: Assist Manila Recruitment Team for the Aggressive Ramp for 4th quarter 2009 Assist with CTT Trainings (PNP) Assist AT&T with FRESH Class (2010) Secondary POC for Sitel Academy Baguio (2010) Attend Berlitz Calibrations AT&T SPECIAL CLASS -) AT&T FRESH CLASS(2010) BCP for POC -) POC For Sitel Academy -) CHANGES INITIATED: 2013 REVISED APPLICANT TRACKER ACCOUNT SPECIFIC CLASSES (2009) Managed Sitel Academy Trackers and Performance -) Created Master Tracker for Sitel Academy. Created Several Trackers to track Performance. January 2008- August 2008Trainer Amazon.com (Sales and Customer Service) Sutherland Global Services- Pampanga Clarkfield, Pampanga AD HOC ASSIGNMENTS: *Manage 5 teams in the morning shift to help them improve their metrics. *Training Needs analysis * Receive Escalations and Managerial Calls from customers. February 2007- December 2007Trainer Symantec (Customer Service and Technical Support Sutherland Global Services- Pampanga Clarkfield, Pampanga AD HOC ASSIGNMENTS: * Receive Escalations and Managerial Calls from customers. * Act as a Team Lead for trainees who are fresh from Product Training July 2006- January 2007Quality Specialist/FUN Specialist CLIENTLOGIC PI BCEZ Loakan Rd. Baguio City March 2006- July 2006Learning Mentor- BellSouth CLIENTLOGIC PI BCEZ Loakan Rd. Baguio City AD HOC ASSIGNMENTS: Member FUN TEAM June 2005 – February 2006Technical Support Representative- BellSouth CLIENTLOGIC PI BCEZ Loakan Rd. Baguio City AD HOC ASSIGNMENTS: Member FUN TEAM EDUCATIONAL BACKGROUND: Tertiary:2001 – 2005 Bachelor of Science in Psychology Saint Louis University Bonifacio St., Baguio City JPMAP- BAGUIO Member/ Treasurer- PSYCHE SOCIETY Member/ Business Manager- Secondary:- Baguio City National High School –Science Classes Harrison Road, Baguio City TRAININGS AND SEMINARS ATTENDED: Basic Training for Trainers March 2006 (Dennis Lee) CLIENTLOGIC PI Everyday Excel November 2007 SUTHERLAND GLOBAL SERVICES Operations Check Point (WEBEX) Rhonda Tilley October 2009 SITEL PHILIPPINES LANGUAGE ASSESSMENT CERTIFICATION: GATE CERTIFICATION (May 2009) ONE LANGUAGE ASSESSMENT TOOL CERTIFICATION (June 2010) BEAT CERTIFICATION (October 2012) SITEL CERTIFICATIONS : GOS Overview (CBT) Operation Check Point Preventing Fraud V3 CTT Overview (CBT) Evaluating Learning Materials Learning Design Overview* Anxiety Model Setting Effective and Achievable Goals Leadership Academy Overview* Enterprise Change Management Model v 3 Agent Certification Process Basic Tools for Trainers Overview Business Continuity Training For Leaders* Deploying A Business Continuity Plan And Incident Management GOS Educational Series Hire Phase Client and Operational Reporting - Data Mapping Operation Manager Track Training Overview PERSONAL INFORMATION: Age: 32 Date of Birth: July 18, 1984 Civil Status: Single Nationality: Filipino Religion: Roman Catholic Additional Skills: Proficient in Microsoft Applications, Good Written and Verbal Communication Skills, Detail Oriented. CHARACTER REFERENCES: Vincent Dulay- Raymond Cortez AssistanTraining Manager Sutherland Global Services-