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Objective
A Core Trainer with almost 6 years of experience in maintaining, improving program modules and instructional materials for different stakeholders, strong sales and customer service skills. Adept in handling curriculum development, progress of New Hire, Subject Matter Experts and Program Ready Trainers, and other general office administration duties. Can execute appointment managing, coordinate with Operations Leaders in creation of learning materials, ensuring that deadlines are met and address the needs such reaching Sales Goals, and other Client mandated metrics.
Skills
Classroom Module Facilitation
Coaching
Peer Mentoring
Training Needs Analysis
Research
Curriculum Design and Development
Infographics Creation
Module Design and Evaluation
Interpersonal Skills
Strong Sales Skills
Negotiation
Office Tools: Office 365, Microsoft Word, Excel and Email
Team Management
Change Initiatives
Joan marie t. sta. Cruz
Trainer | learning and development
Experience
Core trainer • Convergys Philippines, Learning Operations • january 2012 - present
Assisted in the launch of a pioneer account in Mumbai, India and trained all Trainers, Operations Leaders and New Hire Agents.
Facilitates train-the-trainer sessions with new and existing Core and Program Ready Trainers.
Certified as an Associate Instructional Designer, completes Training Needs Analysis to create learning materials for continuous CSR performance.
Recognized as one of the Top trainers for 2016.
Recognized as the Best Trainer in upholding one of the 4 Convergys Values: Serving the Community out of 200 Leaders
Part of the Core Engagement Team in ensuring retention and employee satisfaction through continuous activities.
Onboarded as a Training Supervisor OIC and led 12 Associate and Program Ready Trainers in ensuring training compliance and performance.
Closely coordinates with Sales Coaches to continuously improve the Operations Sales Goals by creating materials for agent improvement and extensive coaching.
Supported an extensive Customer Service Account which covered Sales and Financial.
Customer Service Representative II • Convergys Philippines, Operations • August 2011 to december 2011
Consistent Agent Top Performer with tenure of 60 days.
Acted as a Subject Matter Expert and handled supervisor calls and chat support.
Assisted customers with regard to billing inquiry, programming changes and billing disputes.
staff nurse• del carment medical hospital, emegency room •
august 2009 – february 2011
Trained to handle Volunteer Nurses in the Emergency Room Unity and ensured continuous improvement in skills.
Coordinated with doctors, and hospital personnel to provide the best health care to all patients.
Acted as the Head Nurse and led a team in creating a more process-driven culture.
Financial Customer Representative• AEGIS PeopleSupport, Financial Operations • June 2008 - July 2009
Trained to handle Website related issues in processing transactions such as payments, inquiry and plan changes.
A Web assist representative who ensured timely assistance to consumers to complete different transactions.
Education
bachelor of science in nursing • march 2008 • saint louis university
Completed the 4 year course with all clinical cases and units delivered.
Consistent performer and was included in the Dean's List for 3 years.
LEadership and certification
Associate instructional designer
Completed a 3 month Certification facilitated by one of the Senior Training Mangers of Convergys Philippines.
core engagement team
Part of the team that spearheads Engagement Activities to reinforce a fun environment in the company to promote employee retention.
