Ivan Canicosa

IVAN CANICOSA Mobile: - Email & Skype: Ivan Canicosa /- PROFESSIONAL SUMMARY      Energetic and passionate Trainer with 12 years of experience in Customer Service and Training Development Licensed Teacher in the Philippines and Certified with the Train the Trainer Program by London Management Institute held in Dubai Promoted as a trainer after 6 months in my recent post in Abu Dhabi. Promoted as a trainer after 3 months then levelled up as a Training Supervisor after two years. Outstanding Leadership awardee in 2014 & 2015 CORE SKILLS Training & Development| Social Media Marketing| Email Marketing| Ecommerce Management| Review Management | Customer Service and Technical | Lead Generation PROFESSIONAL EXPERIENCE SYSTEMS CULTURE IMPACT – VA outsourcing company CUSTOMER SUPPORT MANAGER (August 2018 – November 2019) Home based  Manage schedules of the VA's to achieve a balanced workforce.  Coach and Train to obtain platform management competencies and Ecommerce concepts  Maintain the 1 hour response time for Amazon emails  Make sure that reviews are responded to within the day.  Assign tasks and instructions to improve the overall seller rating.  Interview and identify applicants with High potentials BIZMATES – Online School for Business English BUSINESS ENGLISH TRAINER & ASSESSOR (January 2018 – August 2018) Home based    Perform interactive online training sessions to Japanese professionals to maximize their true potentials by breaking the boundaries of communication. Assessing new students to assign the levels and recommend training programs. Monitor and organize schedule for trainings and assessments. ETISALAT – Largest Telecommunications Company in the Middle East RETAIL DEVELOPMENT TRAINER (September 2015 – August 2017) United Arab Emirates      Facilitate training programs and ensure that global standards are performed across UAE Consistently create training modules, procedures and manuals to make sure that staffs equipped Formulate new ideas, games and interactive strategies for the company and staff engagement. Ensure all training materials is up to date. Provide coaching and training sessions to maintain standardized customer experience XCEED CCS – International Customer Service Company providing IT services around the globe TRAINING AND QUALITY SUPERVISOR (November 2013- July 2015) Makati City      Manage the overall training and quality service level in ensuring global standard service to our customers. Received the leadership awards in- for the post Facilitate the trainers in providing effective training methods to provide comprehensive training experience. Perform coaching sessions to the staffs in order for them to achieve their goals. Conduct interviews to new employees and identify the applicants who best suit the role. XCEED CCS - International Customer Service Company providing IT services around the globe SHIFT MANAGER (December 2011 – November 2013) Makati City       Perform training sessions for technical and customer service programs. Create training plans and modules for effective learning. Design presentations and training manuals Assign tasks and check their daily productivity Organize the schedule of the agents to meet the SLA. Coach low performance staffs to empower them in hitting their goals SYKES ASIA – Top BPO in the Philippines that has been in the industry for more than 2 decades TECHNICAL SUPPORT PROFESSIONAL (August 2010 – December 2011) Manila      Perform systematic troubleshooting for Sony VAIO desktop and Laptops. Collaborate thoroughly with service centers in setting up onsite and depot service in repairing Sony computers. No. 1 Agent in July & August of 2011 Offer warranty plans and 3rd party software bundles that would improve customer's usage experience. Received highest rate for customer service returns from catering quality service to customers. 1ST PINNACLE TRAINING CENTRE – Training Facility that offers ESL improvement and Professionalism TRAINING SPECIALIST August (2008 – August 2010) Bulacan  Facilitate training sessions and apply appropriate effective learning methods to achieve quality learning.  Awarded as the most likeable trainer for 2009  Develop training programs and strategies to assist the trainees in achieving the target competencies.  Create training tools for effective learning environment for maximum learning results. 1ST PINNACLE TRAINING CENTRE EDUCATION TRINITAS COLLEGE Bulacan Bachelor of Science in Secondary Education, Major in English 2010 Deans Lister- REFERENCES Available upon request