Joniedel Tolentino

Joniedel Domingo Tolentino During my career, I have gained a wide knowledge and understanding of training and coaching methodologies, principles, and techniques. I also have excellent data mining, cleaning and processing skills acquired from my Quality and Process Excellence Role, as well as being a superb communicator with first class report writing skills. WORK EXPERIENCE Quality and Customer Experience Analyst – Transportation, Travel and Logistics June 2015-October 28, 2018 EXL Service, Philippines 6/F One E-Com Center, Harbor Drive, Mall of Asia Complex, Pasay City 1308 Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization. Provides feedback to assist in the creation of performance improvement goals and the development of training programs Participates in design of call monitoring formats and quality standards Uses quality/customer experience monitoring management system to compile and track performance at team and individual level Monitors email customer contacts Participates in customer and client listening programs to identify customer needs and expectations Provides actionable data to various internal support groups as needed Manages Certification Process for four (4) sites: Manila, Cebu, South Africa, and India Core Quality Specialist for Sales Premier Program that aims to create a deploy-able pool of high potential representatives for business continuity process Master Calibrator for Inside Sales Process and Sales Premier Project Highlights: Created Internal Coaching Review form that minimized US$5,000.00± annual expense Created Process Knowledge Test Tool that minimized US$3,000.00± annual expense Created AS400 Automation for EXL India Project Green Destiny that reduced AHT of Billers and improved Quality Score of the process Created Internal Escalation form that made the process more efficient, competitive, and accurate. This tool also helped in faster reporting, forecasting and predicting number of escalation(s) to be received in a weekly/monthly basis Created Transactional Quality Monitoring Forms for Transportation, Travel, and Logistics and Insurance verticals Automated several tools that made TAT for various reports faster—increasing the productivity of the Team and the Process Created Process Guidance Tool to make calls efficient and effective and increased learning process of representatives making outbound call transactions POC for the Quality and Process Excellence Team for Project Oklahoma, Project 1919, Greenflag and Blue Ribbon in the absence of Assistant Manager and/or Manager Trainer, Customer Experience – Insurance June 2014-June 2015 EXL Service, Philippines 6/F One E-Com Center, Harbor Drive, Mall of Asia Complex, Pasay City 1308 • Monitors soft skills, communication skills of Dispatch and Customer Care Representatives from inbound and outbound calls thru audits • Identifies opportunity areas which can be improved resulting to a better overall experience for the customer, thru real time feedback and coaching • Measures performance using Internal Customer Experience Scoring as well as Net Promoter Scoring System as recommended by COPC • Accomplishes analysis of data based from trends accomplished from internal audits as well as from actual feedback returns from end users. • Recommend, develop and execute refresher trainings and other modules tailored to meet the target representatives to enhance communication, conversational skills thereby creating advocacy from members • Works alongside internal clients (Operations) in order to increase potential for External Client Satisfaction or actual positive survey returns Awards and Recognition Quality Analyst of the Year (EXL Service, Philippines – Transportation, Travel and Logistics, November 2017) Quality Analyst of the Year (EXL Service, Philippines – Transportation, Travel and Logistics, September 2016) Best Quality Analyst (EXL Service, Philippines – Transportation, Travel and Logistics, April 2016) Best Customer Experience Trainer (EXL Service, Philippines – Insurance, September, 2014) Best Subject Matter Expert (EXL Service, Philippines – Insurance, March 2014) Best Subject Matter Expert (EXL Service, Philippines – Insurance, February 2014) Best Subject Matter Expert (EXL Service, Philippines – Insurance, January 2014) Subject Matter Expert of the Year (EXL Service, Philippines – Insurance, December 2013) Best Subject Matter Expert (EXL Service, Philippines – Insurance, June 2013) Best in Customer Experience (EXL Service, Philippines – Insurance, September 2012) Training Completed (under EXL Service, Philippines) •Effective Listening Techniques• Direct Trainer Skill 1•Platform Skill •Customer Management•Paradigm Shift and Change Agent•Basic Excel •Customer Communication•Goal Setting and Prioritization•Advanced Excel •Effective Comprehension Skills•Stress Management•Decision Making •Effective Conversation Skills•Stages of Team Formation•Problem Solving •Effective Questioning Skills•Business Etiquette •Effective Communication•Writing Effective Emails •Customer Needs•Critical Thinking •LEAN Awareness• Dealing with Change •Creative Thinking•Behavioral Motivation •Giving and Receiving Feedback•Awareness on Six Sigma Elementary Training ________________________________________________________________________________________________________