Justin Montilla

Justin Jonas A. Montilla Address: Visayas Ave. Quezon City, Metro Manila, Philippines Mobile: - (WhatsApp/Viber) Email:-(Skype) Professional Summary Highly qualified and extensively trained and experienced Trainer and Facilitator of process and people development. Auditor for compliance and improvement, Process Improvement, standards for organizational goals. Specialized in utilization of methodologies and processes to achieve efficiency and productivity. Conceptual thinker successful at refining audit system. Core Competencies and Areas of Expertise Training and Development Training Needs and Analysis Consultancy Coaching & Mentoring Research & Study Office Administration Cross Departmental Communication Process Improvement Process Audit and Compliance Leadership Development Organizational Development BPO Transition – Change Management Project Management Microsoft Office proficiency Business writing Problem Solving Content Creation Writing, Blogging Video editing Photo editing, 3D photo editing Recruiting, Scheduling Customer Service Freelance History Online Jobs; Home Based & Project Based/Part-time (Nov 2018 – Present) Email and Chat Support Online Store Admin - Shopify 3D Image Editor and Designer Mass Fulfillment - Shopify Retention / Saves Content Creation Supplier relation Aquarius eCommerce, CA, USA (February 2019 – June 2020) Virtual Assistant/eCommerce Manager Managing shopify store Customer Service Advocacy Product Information Content Writing Social Media Sales and Marketing Process and Product Development and Research Cross departmental communication Supplier communication and order execution JansMedia CA, USA (October 2018 – July 2019) Virtual Assistant/eCommerce Manager Managing shopify store Customer Service Advocacy Product Information Content Writing Social Media Sales and Marketing Process and Product Development and Research Professional History Teleperformance Philippines, Greenfield Mandaluyong, PH (Oct 2016 – January 2019) BPO Company providing Customer Service Project Management Assistant Manager – Leadership and Development Organization professional who ensures that the organization are ran effectively, securing its integrity and is protected from waste or delays. Skilled in outlining risk assessments and discussing potential compliance issues with management. Responsible for compiling, reviewing and reporting compliance statistical data to the executives. Report to management about asset utilization and audit results, and recommend changes in operations of their operations procedures. Collect and analyze data identifying heat map of common opportunities from various projects and programs. Prepare detailed reports on audit findings. Inspect account books and program system and tools especially CCMS for efficiency and effectives, and use of accepted methods and procedures to record transactions or interactions. Examine records and interview workers to ensure recording of transactions and compliance with company laws such as GECSP and other regulations. Direct activities of personnel engaged in filing, recording, and compiling of documentations of the program. Conduct pre-implementation audits or soft audits to determine if systems, process and programs under development will work as planned. Facilitate read out meetings with the management to discuss overall observation of the program. Conduct educational learning session for program leaders to guide and develop them to improve results. Work with TP Academy sharing heat map based on common observation to develop training modules or resources for training development. To work with program leaders coming up with action plans to address identified gaps and opportunities. Teleperformance Philippines, Greenfield Mandaluyong, PH (Sep 2012 – Sep 2016) BPO Company providing Customer Service Teleperformance Academy Trainer and Site Lead – Learning and Development Provides business leaders recommendations in planning, directing and managing leaders from operations, programs, and staff of a complex organization. Successful experience as a team builder in a diverse environment. Exhibits strong communication skills and penetrating intelligence that inspires and elicits support from a wide spectrum of people from different social and cultural backgrounds. Implementation of processes and systems that will generate higher productivity and revenue. Acts a liaison with all leaders and departmental function and coordinates with everyone to ensure goals are aligned, constant communication is available and the overall site operation is providing a quality customer experience efficiently and effectively. Facilitates classes for employee competency development. Creates and reviews course curricula and provide feedback for continuous improvement following PDCA and Kirk Patrick. Ensures that Teleperformance Institute Training Quality Guidelines/Processes are followed Provides the necessary documentation for all classes facilitated; evaluates classroom feedback to find ways of improving class facilitation. Works with the (L&D Team, Operations, Client Services, HCRM and Support Groups) to catalyze improvement with regard to training execution & application. Verifies training effectiveness through Supervisor Shadow Observations and Follow Through. Equipped with thorough knowledge on Adult Learning; Principles & Strategic Approach to Leadership Facilitation. Conducts Supervisor and Manager audit to validate the effectiveness of training and track post training improvement. Strong knowledge of the Teleperformance Operational Processes and Standards and Baseline Enterprise Standards of Teleperformance; has firsthand execution for Training and Operations. Helps develop training activities/exercises, role plays and job aids for effective learning. Identifies training/performance gaps and comes up with action plans to address them; proficient in Training Needs Analysis and Classroom Management. Assists with Leadership Summit and Team Building activities; Initiatives to help drive floor motivation and positive customer interactions. Works on a shifting schedule dependent on the demands of the program. Travels to all thirteen Metro Manila Sites to deliver training programs (all of Luzon). Spearheaded streamlined course curriculum creation for New Hire Support (QA/Workforce/HR) Identified L&D Trainer to be part of the team to lead the integration of Teleperformance processes to newly acquired company ensuring certification and providing extensive follow through for Supervior Leads, Operational Managers and Executives including Corporate Trainers. Key Accomplishments: Training and Development on 70% of the population of the Leaders in Aegis-FHCS. Module Creation or Development for the following courses: (COPC Certified) New Supervisor Training Root Cause Analysis for Effective Coaching Managing Team Performance 1-4 Leadership Through Values Coaching Workshop Pacifying your Customers Breaking Communication Barriers New Assistant Call Center Manager Training Director and Managers On-Boarding Deck New Supervisor Training for Support New QA Training Improvement with processes for Operations and Support Group. Company Acquisition and Transition projects. 2014 & 2015 Highest Training Satisfaction Survey 2015 Highest Training Utilization Teleperformance Philippines, Greenfield Mandaluyong, PH (Aug 2010 – Sep 2012) BPO Company providing Customer Service Operations Supervisor Responsible for direct supervision of 15-18 agents. Ensures development of agents in the team through education, motivation and accountability. Consistently executes processes (TOPS & CCMS) defined tasks and responsibilities. Conducts regular performance management to improve challenged members of the team. Ensures adherence to company and client set policies, procedures, standards and guidelines. Key Accomplishments: Consecutive awardee as Top Team and Top Supervisor. Project achievement (Outbound process for the program) Teleperformance Philippines, Greenfield Mandaluyong, PH (Nov 2009 – Aug 2010) BPO Company providing Customer Service Technical Support Representative Provides world class customer service experience. Professionally handles large volumes of incoming inquiries from customers and clients. Meet or exceed company and client performance metrics. Resolve customer issues via one call resolution guidelines or escalated process. Key Accomplishments: Top performer, Consecutive Awardee as Top Customer Service Representative NCO, ELJ Communications Bldg. Mother Ignacia, Quezon City (Oct 2008 – Oct 2009) BPO Company providing Customer Service Technical Support Representative Provides world class customer service experience. Professionally handles large volumes of incoming inquiries from customers and clients. Meet or exceed company and client performance metrics. Resolve customer issues via one call resolution guidelines or escalated process. Key Accomplishments: Top Box Performance – CSAT Empire East Land Holdings Inc., The World Centre Sen. Gil Puyat Ave. Makati (June 2007 – Oct 2008) Real Estate Company Account Manager Build relationship with key corporate contacts and offer investments to their interested clients. Engage in roadshows and corporate events and other sales activities to bring in investors or clients. Conduct individual or group product presentations. Meet or exceed company goals for sales every month. Training and Certifications Teleperformance Operational Processes and Standards Baseline Enterprise Standards of Teleperformance Lean Six Sigma Six Thinking Hats Open Space Technology Organizational Development Consulting Cycle Operations Manager Call Center Tactics Coaching 2.0 Staring with a Why Root Cause Analysis Coaching Workshop Beginnings of Outstanding Leadership Training Leadership Education and Advancement Program Effective Feedback Sales and Marketing Strategies Financial 101 ISO 2010 Education, Skills and Volunteerism Bachelor of Science in Nursing Emilio Aguinaldo College, U.N. Ave. Manila Lean Sigma Teleperformance eLearning Completion Green Belt – Six Sigma COPC Training Certified by Shreekant Vijaykar, COPC Director of Asia Operations Community Service Gawad Kalinga Citizens of the World - Teleperformance Software: Outlook, Excel, PowerPoint, Word, Adobe, Captivate References Roland Daniel de Ocampo L&D Manager – Acquire - Thess Canlas L&D Director – Acquire - Michael Lopez L&D Manager, Teleperformance - Stephen Genotiva L&D Manager, Teleperformance - Erwin Ray Rodrigazo Director for Operations, Teleperformance -