JOANN PACOMA LAURON
Blk1 Lt60 Cedar Residences Ph1
Carmona Estates, Brgy. Lantic, Carmona, Cavite
• Mobile Number:-
•Landline: -
• E-mail address:-PERSONAL PROFILE
Results-oriented, self-motivated contact-centre professional with excellent
language and presentation skills; experienced leader who welcomes challenges
associated with driving performance, performance improvement and customer
satisfaction.
WORK EXPERIENCE
November 2013 – May 31, 2016
Concentrix Corporation, 5th flr., TechnoPlaza One Bldg., Orchard Rd.,
Eastwood City, Libis, Quezon City
Training & Quality Assurance Manager
Launched & supported a 5-LOB on-line travel account offering end-to-end
services, ranging from Sales-Voice (Outbound and Inbound), Customer
Service – Voice & Customer Service Email
Provided Training & QA leadership support in terms of forecasting, planning,
new-hire training, post-new hire reinforcement TNI and Reinforcement
Training, targeted Skills & Performance development for Operations
Conducted Training Needs Identification, Analysis & Action Planning
based on the KirkPatrick & ADDIE Model.
Coordinated with the Recruitment and Operations Teams in forecasting &
planning for staffing requirements
Ensured information dissemination process is robust & strictly implemented
by ensuring that check & balance initiatives are in place
Ensured continuous development of individual team members through
continuous coaching towards goal orientation
Coordinated directly with clients in terms of business recommendations
based on QA findings
July 2012 – July 2013
Startek Phils., Inc., 4th Flr., Eton Cyberpod Bldg.,
Ortigas Ave cor EDSA, Pasig City
Manager-Training & Development
Supported three different accounts ranging from Customer Service to
Technical Support (FTE 100+ each)
Also managed the Communication Skills Shared Services Training Team
which supports all the accounts for Startek country-wide
Coordinated directly with clients in addressing any training needs.
Ensured continuous development of individual team members through
continuous coaching towards goal orientation
May 31, 2010 – July 2012
Serco Global Services (Philippines) Inc., 7th flr., One World Square, Upper
McKinley Rd., McKinley Hill, Taguig, Metro Manila
Manager-Learning & Development
Facilitated end to end Competency development for all employee levels;
from Training Needs Identification, creation of Annual Training Calendar, to
evaluation of effectivity of each module facilitated
Maintained a ready pool of future leaders competent to take on a Team
Leader or Team Manager position, through a structured and comprehensive
Leadership Development Program; from forecasting time-lined Leadership
requirement, selecting possible candidates, to actual facilitation of the
Leadership sessions.
Worked across processes and departments to ensure best-in-class practices
are observed and shared, creating mutual development.
September 7, 2009-May 30, 2010
Stream / eTelecare Global Solutions, 8 th Flr, PBCOM Tower, Rufino cor Ayala
Ave., Makati City
SR. Training Specialist
Responsible for the development, and delivery of client-focused training to
address the new hire, product update and recursive training requirements of
Stream’s clients & employees
Developed curriculum that helped in understanding different aspects of
policies, procedures, systems, or skills requiring instruction
May 1, 2006-June 12, 2009
National Pen Philippines, LLC., 42nd F/, Yuchengco Tower, RCBC Plaza,
Ayala cor Gil Puyat Ave., Makati City
Training & Quality Assurance Manager
Re-structured Foundation Skills Training to put focus on a more hands-on,
inter-active training structure for maximum knowledge & skill retention, and
emphasis on a balance of trainee mind-setting between agent performance
and customer satisfaction
Re-structured Trainer responsibilities in order for the trainers to be more
involved in monitoring continuous agent improvement
Stream-lined the Training & QA process so that both departments worked inline with and closely in-support of each other
•Instituted, tested, and piloted the entire Quality Assurance Department for
National Pen Philippines—all the processes involved, as well as policies and
workflows necessary, through working closely with the operations department of
both the Manila site and other National Pen sites abroad; creating a balance
between giving vital support in reaching Sales Operations KPIs and Customer
Satisfaction.
•Hired, trained, and mentored new Quality Assurance Analysts in developing
skills necessary to carrying out their responsibilities-- monitoring,
assessing/evaluating calls based on metrics set, and how to coach/mentor
agents focusing, closely monitoring and supporting continuous progress
•Initially rolled out a Quality Assurance process for the Outbound Sales
Department first, and then created and rolled-out a similar process for the
Inbound Sales/Customer Service Department, Order Verification
Department, Live-Chat Services department and the E-mail Support
Services Dept.
•Managed the Quality Assurance Team consisting of 6 Quality Assurance
Analysts responsible for monitoring, evaluating & coaching a 200-agent account;
was able to pull QA floor average from 75% to 85% within a 6-month period
through closely working with operations, conducting regular calibrations,
analyzing weekly QA reports in order to determine which area for improvement
needs continuous or additional support
•Provided necessary Weekly and monthly reports to Operations
August 2004-March 2006
ICT Marketing Services, Inc., 15th F/, Union bank Bldg., Meralco Ave., Ortigas
Center, Pasig City
Sales & Product-Specific Trainer(December 2004 – March 2006)
Financial
Services-Outbound
Customer Sales Representative- Financial Services-Outbound (AugustDecember 2004)
July 2003 – May 2004
Vision-X Philippines, Inc. 16th F/, Tower 2, RCBC Plaza, Buendia cor Ayala
Ave., Makati
Quality Analyst; Inbound and Outbound Sales for Telecommunications
Account (December-May 2003)
Customer Sales Representative-Inbound Sales Telecommunications
Account (October –December 2003)
Customer Sales Representative-Outbound Sales Telecommunications
Account (July-October 2003)
EDUCATION
- University of the Philippines, Diliman, Quezon
City
BA Mass Communication, Major in Journalism
REFERENCES
Ms. Heather McAnally
Operations Director
Concentrix Service Corp.
(- / (-
Mr. Karl Tuazon
Sr. Operations Manager
Concentrix Services Corporation
(-
