Ivy Foronda

IVY G. FORONDA Davao City, Philippines 8000 Mobile Number:- Skype ID: Ivy G Foronda- JOB EXPERIENCE: Senior Communication Skills Trainer Concentrix Corporation, Davao City (November 1, 2013 – August 1, 2016)    Ensured that training agenda and required policies were adhered to by junior trainers. Created training needs analysis to ensure coaching and training modules assisted the agents in reaching sales and customer satisfaction targets. Facilitated training sessions for Level 1 technical support agents and new hire trainees. Training sessions were on sales, customer and communication skills. Provided excellent customer service and practicing account specific call handling skills were also included in the training. Soft Skills & Sales Trainer Synnex-Concentrix, Davao City (July 1, 2010 – October 30, 2013)     Provided feedback to the recruitment department and assistant training manager as to the performance of the new-hires and determined who may proceed to product training. Facilitated reinforcement training to agents/technicians to increase customer satisfaction and decrease customer complaints and average handling time. Identified opportunities for improvement among agents and conducted coaching when required Created modules for communication skills and customer service development. Academic Coordinator (May 2007 – December 2009) JIB e-Academy and Solutions Davao City, Philippines   Was responsible for delivery of teaching and administration in all courses (Web-based English Proficiency Program, Call Center Training, Customized Training) Managed the process of curriculum review for the school including course content, IVY G. FORONDA-      methods of delivery, assessment and made recommendations for improvements. Monitored and assigned marketing, admissions, billing tasks Ensured that arrangements for preparation of examination materials and conduct of examinations conform to the process. Helped manage the scheduling and coordination of school's courses and allocation to teaching staff and the support (technical, clerical, and others) required. Provided the Training Director with periodic reports and updates on developments in training department. Checked performance of trainers under my supervision Trainer and Officer-in-charge (October 2006 – May 2007) JIB e-Academy & Solutions General Santos City, Philippines       Planned and prepared instructional materials, individual lessons and work schemes Provided structured training to students. Maintained appropriate classroom environment conducive to optimum learning. Evaluated trainees’ performance and potentials and recorded their development, progress and attainment; ensured timely submission of required reports. Maintained good order, discipline and respect for others among trainees, promoted understanding of institution's rules and values. Handled day to day operations in the branch and provided management with appropriate feedback as regards to operations, training and scheduling needs. Assigned, organized and monitored staff tasks and activities so that all assignments, issues and concerns were clearly communicated, all questions clarified, and feedback/direction on performance was provided. English Proficiency Trainer (July 2006) JIB e-Academy& Solutions Davao City, Philippines  Taught students correct English pronunciation through web-based and classroom instructions. ONLINE-BASED JOB EXPERIENCE: Chat Support Specialist Thumbtack – Philippines (February 2017 – present)  Effectively manages two concurrent chats and provide excellent customer service at the same time IVY G. FORONDA-    Solve easy to complex customer queries through chat and/or email Maintains up to date knowledge and be able to adapt to all product and process related changes Meet and exceed assigned key performance indicators Pro assistant Thumbtack – Philippines (December 12, 2016 – February 2017)  Assisted clients with their customer interactions by handling a variety of tasks for them. Writing and Research Associate Thumbtack – Philippines (August 22, 2016 – December 11, 2016)  Wrote content that adhered to writing guidelines and quality standards set by the client. Type of content and projects included short blogs, SEO-rich snippets, and other short form content.  Conducted web research and data entry tasks  Joined weekly meetings as set by the client to provide feedback on tasks and system issues EDUCATIONAL ATTAINMENT: AB Mass Communication Silliman University Dumaguete City, Philippines (1994 – 1996) AB Mass Communication Ateneo de Davao University Davao City, Philippines (2002 – 2005)