John Joseph Benares

JOHN JOSEPH Y. BENARES 1 Rizal Ave, Apt A, Medina’s Cmpd., Brgy. San Isidro, Tayatay, Rizal 1920 -- OBJECTIVE To obtain a position where I can maximize my experience in the training profession and at the same time be able to learn and develop skills for me to be a more effective trainer and speaker. SUMMARY OF QUALIFICATIONS About five (6) years experience in the training and development field with expertise in customer service, organizational development, communication skills and team building facilitation; with good communication skills and familiarity with the training cycle from observation, module development and implementation of training material to a wide array of participants and learners. AREAS OF EXPERTISE Corporate Training Module Development Training Needs Analysis Pre and Post Training Assessment Voice and Accent Training English Language Proficiency and Communication Skills Business Writing Culture Training Coaching Techniques and Behavioral Development Organizational Development Customer Service, Sales and other Soft Skills Training Workshop Facilitation Team Building Facilitation Digital Marketing and Basic Web Administration WORK EXPERIENCE PDOS Training Coordinator Christ’s Commission Fellowship (January 2016 – March 2017) Christ’s Commission Fellowship (CCF) is an Evangelical Christian Church established in 1982 and currently based at the CCF Center, Frontera Verde, Pasig City. Primary role was to develop training modules which would then be taught as part of the values formation training of the Pre-Departure Orienation Seminar (PDOS) which is a government requirement. In charge of the training development and the facilitation of training at the PDOS Center on a weekly basis. Coordinated with various government agencies and NGO’s for us to have the chance to conduct said training. Performed administrative tasks for PDOS training and other needs in the department. Worked and executed the program flow of various events and activities conducted by the department. Edited and revised various materials used for training, breakout or workshop discussions and events. Business Development Officer Catalyst360 Training and Consultancy (March 2015 – September 2015) Catalyst360 Training and Consultancy is the brainchild of Alex Araneta and has been in the business of providing training for both individuals and corporations alike. Together with his pool of consultants, Catalyst360 specializes in organizational leadership, sales, marketing, branding, individual effectiveness and behavior management to name a few. Primary goal was to develop the business to look for clients and close training accounts for the company. In charge of marketing the trainings provided by the company through different media channels such as email marketing, social media and traditional print. Managed the company’s website including all content such as articles and training programs. Met with prospective clients to present company profile and training programs. Designed different marketing collaterals such as posters, flyers, and brochures to be used for distribution online and during client meetings and public workshops. In charge of client services and assisting with all client needs. HR & Admin Asst. Manager Training and Development Oracle Hotel and Residences (April 2014 – November 2014) Oracle Hotel and Residences is a premier boutique business hotel located along Katipunan Avenue and offers outstanding service and unparalleled convenience operating since 2010. Specialty was in training and development which included pre-training assessment, module development, facilitation and post training assessment. Training conducted included modules on customer service, and personality development Conducted and facilitates team building with the goal of harmony and increased productivity in the workplace. In charge of hiring and recruitment process and facilitated company orientation for all new-hire employees In charge of compensation and benefits. Admin duties included purchasing for hotel and office supplies including canvassing for new materials. Soft Skills Trainer SYNNEX-Concentrix Corporation - DISH account (April 2011 – April 2014) Concentrix is a recognized leader in providing innovative services and technology to accelerate high-value interactions at every stage of your customer’s lifecycle. Conducted new hire training in Basic Language Proficiency and Accent Neutralization. Conducted speech training, review sessions and coaching sessions designed to assist participants improving their spoken communication with Versant as our tool for assessment. Trained participants in US Culture, Mind Setting, Customer Service, Tone, Empathy, Upselling and other Soft Skills. Conducted training with team leaders and managers in various Coaching Techniques and Behavioral Development. Conducted a Grammar Refresher course in the Leadership Training Program spearheaded by our Organizational Development Department. Developed modules for training in grammar, accent neutralization, US and UK Culture, and in Soft Skills. In charge of the Office Radio program that is currently designed to increase awareness of various company activities as well as a medium to encourage employees in becoming more proficient in the English Language. Conducted training needs analysis to determine opportunities of our employees in areas of language, communication and soft skills and created modules designed to address those concerns. Interviewed job applicants to assess their level of English comprehension and communications skills. Product Specialist and Language Proficiency Trainer Transcom Worldwide Philippines – Talk Talk UK account (January 2010 – December 2010)               Transcom North America / Asia (formerly NuComm International) was founded as Canada’s largest privately-held provider of customer relationship and contact center services. A leader in the North American contact center marketplace, it was named one of Canada's 50 Best Managed Companies™ for six years in a row, and was also a Gold Trophy recipient of The National Quality Institute's Canada Awards for Excellence (CAE). Trained agents in Language Proficiency and English as a Second Language which included Basic Grammar rules, Sentence Construction and Paragraph Development. Assisted in the development of language modules geared towards English for a Specific Purpose or ESP, which focuses more on language proficiency, communicability, intelligibility, and fluency. Trained agents in UK 101, which includes the United Kingdom Geography, cultural orientation and colloquialism. Certified to train for 3 Lines of Business (LOBs) which includes Customer Service, Billing and Collections Floor Support for Operations and assisted in various tasks which includes and is not limited to the scope of handling a team as a team leader.   Back Office Representative Transcom Worldwide Philippines – Comcast Core BPO (November 2009 to January 2010) Quality check on customer accounts on the back end and followed up orders still in processing. Corrected and made changes on accounts as needed. Assisted customers completing orders for digital cable phone services and made adjustments as needed.   Customer Service Representative Transcom Worldwide Philippines – Comcast eCare (June 2008 to November 2009)  Assisted customers with customer inquiries about products and services offered by the company to North American Customers through online chat support. Placed orders and complete installations for new services and change of plans on customer’s account. Customer Service Representative Sutherland Global Services – PayPal United Kingdom (March 2007 to April 2008)               Sutherland Global Services is one of the world’s leading provider of business process outsourcing (BPO) services for 20 years and operates in multiple delivery centers across United States, India, Philippines, and Canada. They are an IT enabled and BPO company specializing in customer management and back-office services.  Serviced customers in the United Kingdom regarding their account access, account information, processing payments, refund requests and other basic customer service issues through phone and email contacts. Tasked by my supervisor to provide updates on handling time and customer satisfaction ratings of the team as a whole and individual statistics. Tasked to monitor key drivers of customer dissatisfaction that the team receives and identify potential problems. Also create requests for possible appeals to remove surveys that may affect the customer satisfaction ratings of each team member as an individual and the ratings of the team as a whole.   Customer Service Representative Team Leader Gamepal Phil. (August 2006 to Feb 2007)               Gamepal Phil. is the branch office of Gamepal Inc. in the US.  Gamepal offers third party services to online gamers to enhance their online gaming experience. Serviced customers regarding basic information of the product, processing and updating customer requests and processing orders and sales. Managed and supervised a team of 10-15 people. Ensure quality and performance to meet the standards set out by the company. Coaching and mentoring members of the team to improve overall performance of the team and individually. Responsible for training and development of new hires. Create reports in order to track performance of the team and review them for areas of improvement. Resolve concerns regarding internal issues within the team and ensure satisfaction of the members of the team. Customer Service Representative Team Leader eHealth China (Xiamen) Technology, Co., Ltd. 翼华科技(厦门)有限公司 (July 2005 to July 2006) eHealth China is a representative office of eHealthInsurance (eHealthinsurance.com), a US based company that is primarily an online health insurance broker offering plans from a variety of health insurance companies. Perform duties related to Customer Service, including but not limited to answering customer inquiries, processing customer requests, updating and following up statuses of client accounts. Ensure satisfactory quality performance of various tasks done by my teammates as well as myself. Interview job applicants to assess their level of English comprehension and communications skills. Take live chats from customers in the United States, as part of the chat team, regarding health insurance services in general and/or questions regarding products of eHealth Insurance as displayed on the website. Manage and supervise affairs of the chat team including but not limited to the following: Scheduling of shifts Creating weekly and monthly reports regarding chat team progress Facilitating training and discussions for chat performance and audits Update information regarding products and services of the company Facilitate trainings and discussions in keeping with the quality of our chat services. Request training from our US Training Supervisor for new members or as necessary for old members. Help solve questions arising from team mates before the issues going to Customer Service Supervisor, US Training Supervisor and/or the representatives in the U.S. Priority Customer Support MCI Supervisory Position ClientLogic Phils. (March 2004 to July 2005) ClientLogic Phils. is a call center company providing inbound and outbound calling services for various US clients for their various needs using telephone customer service and technical support.  The account I worked with was with MCI, one of the largest telecommunications company in the US at that time that provided both local and long distance telephone services. Customer Contact Associate MCI account ClientLogic Phils. (July 2004 to March 2005)   SKILLS AND ABILITIES Computer and Internet literacy  Good working knowledge of Microsoft Windows and Microsoft Office applications like Word, Excel, and PowerPoint Also proficient in Adobe Photoshop Proficient in Computer Hardware and assembly Other Languages - Basic/Elementary Japanese Basic Web Design – HTML and CSS Other Training Conducted: Mindset and Heartset Training for the CCF Host Team at the CCF Center in Pasig. EDUCATIONAL BACKGROUND   College: University of the Philippines Diliman, Quezon City, Phil.               B.S. Economics              Academic Year 2000 – 2004   Lower Education: La Salle School Antipolo (High School)               SY- Dayspring Academy (Elementary)               SY- Jose Abad Santos Memorial School (Elementary)               SY-   REFERENCES Available upon request.