Dalida, Juviel B.
Address: 11473 @E J. Alumia St. Brgy. Mabuhay, Carmona, Cavite 4116
Skype ID and email:-
Phone Number:- /-
WORK EXPERIENCE
*IQOR
Training Assistant
October 28, 2019- Present
Major Responsibilities:
Subject matter expert on all T-Mobile network, device, feature, service issues and system/tools
Co-Facilitate with the Lead Trainer inside the classroom. (i.e. Modules, Activities, Role Play. Etc.)
Provide Feedback based on Behaviors that affects KPI of Learners.
Conduct reverse side by sides allowing the expert to listen to the TA to obtain best practices with
certain call types, escalations, or difficult calls
Handle customer escalations (these need to be taken from the Mentor’s desk) with the NH expert
plugged in listening for best practices and resolution
Conduct fly by/ in the moment coaching’s as follows up to confirm feedback is being implemented
Identify Behavior Trends from Classroom and document in NHDB.
Communicate trends observed to the Trainer, to create an ideal action plan once the class is back on
the room
Troubleshoot and report issues that will impact Learning and Leadership Development department
systems.
Keep track of training attendance.
Helps to schedule, prepare, and deliver training, as well as participate in efforts to constantly look
for opportunities to improve current process and communicate their ideas to their team lead or
manager regularly
Motivate and encourage experts through positive communications and feedback
Partner with Coach, Trainers and Mentors (SME) to create a positive and fun learning environment
Attend required client call, weekly Training team meeting, and one on one sessions with Training
Supervisor/POC/Manager
*IQOR
Customer Resolutions Expert
June 1, 2019 – October 27, 2019
Major Responsibilities:
Resolution Influencer
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Fully research and resolve complex customer calls/concerns.
Collect and provide insights regarding their community’s trends, share best practices,
educate their community and leaders and help drive change to outliers across markets.
Build and leverage strong community and cross-functional relationships to foster enhanced
customer satisfaction and resolution.
Work with Business Support to track issues resulting from policy gaps/complex handoffs.
They will be steadfast and committed to following up and following through to ensure
resolution and long-term process enhancements.
Point of contact when high-priority customer campaigns need support. This may include
supporting incoming calls or completing outbound calls, and/or being able to quickly
address account changes.
Support other duties as assigned to support their Community, the Resolution team, and site
leadership.
Port-out Fraud Support
Sensitive Issue Handling
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*IQOR
Customer Service Representative
September 13, 2018 – May 30, 2019
*SYNCHRONY FINANCIAL
Customer Service Representative ( Voice account – Graveyard Shift )
May 11, 2015 – August 12, 2016 (1 year and 3 months)
*TELETECH OFFSHORE MANAGEMENT
March 24, 2014 – May 7, 2015 (1 year and 2 months)
*NCO/ EGS
Customer Service Representative ( Voice account – Graveyard Shift )
October 08, 2012 – February 28, 2014 ( 1 year and 5 months)
* ALLEGRO MICROSYSTEMS PHILIPPINES INC.
Production Operator
April 05, 2010 – August 23, 2012 (2 years and 4 months)
*TERUMO PHILIPINES CORPORATION
Production Operator
September. 16, 2009 – February. 09, 2010 (5 months)
EDUCATIONAL BACKGROUND
Tertiary:
Batangas State University ARASOF Campus Nasugbu, Batangas
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BS in Industrial Technology Major in Computer Engineering Technology
Date graduated: (2009)
CHARACTER REFERENCE
Annarizelle Flores
iQor
Operations Manager-|-
Ailene Lumabao
iQor
Operations Manager-|-
Eric Michael Rico
iQor
Operations Supervisor-|-
