Katrina Teopaco

KATRINA ABBEY TEOPACO WORK EXPERIENCE Training Manager Sutherland Global Services, Oct 2015 - present Amazon Program (US, CA, UK and AU) ALL ABOUT ME I have been in the industry of customer service for 11 solid years with T-Mobile, UPS Canada and US, and Amazon verticals. I have developed my expertise on Support and Learning and Development field from an individual contributor to a managerial post. I have handled teams of call center agents, trainers and other support staff role . PERSONAL INFO Mobile: - Email:-Address: Doña Gloria st., Villa Gloria Subd., Angeles City Pampanga Birthdate: July 20, 1984 Skype ID: live:.cid.96a3f5a- CORE SKILLS • Collaborate hiring success to other cross functional departments for New Hires and cross skill classes • Plan training classes in accordance to forecast and plot productivity time to ensure coverage of volume • Review curriculum materials and client's target metrics to suit learning strategies and platform to be utilized • Conducts and analyzes performance and identify gaps which trigger incremental improvements • Provide coaching sessions and business strategies for a favorable performance • Conducts business reviews with clients and share best practices • Provide learning sessions to the team for career development SOFTWARE USED: Amazon LMS, CSCentral, SQMS, IEX, Canva Training Supervisor Apprentice Alorica (former EGS), May 2013 - September 2015 UPS Domestic and Brokerage • Plans training coverage and training timetables for incoming classes • Designs refresher courses and materials needed for upskilling • Facilitates evaluation for NPS and corresponding trainer scorecard • Conducts, analyzes, evaluates Quality performance of endorsed classes to production • Conducts, analyzes, evaluates Quality performance of endorsed classes to production • Reviews and provides analyses to close knowledge and skill gaps • Provides coaching sessions Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws during class’ nesting period. • Leads, coaches, and develops Training Assistants in all areas of the position to meet objectives and maintain company policies and procedures. • Ensures that all appropriate documentation regarding performance and conduct of all direct reports is maintained appropriately. SOFTWARE USED: CISCO, Oracle, UPS KB Trainer • Curriculum/Course Development and Design • Manage team of support staff and trainers • Conduct performance management based on specific client targets • Design action plans to solve for knowledge and skill gaps • Provide Coaching Strategies that drive results • Provide Client Services • Create Scenario Based Learning for frontliners and build Learning Content off of quality analysis • Develop assessments and performance evaluation to test action plans • Organize Rewards and Recognition Program • Build Training Programs and Timelines • Proficient in MS Applications Alorica (former EGS), March 2010 - May 2013 UPS Domestic and Brokerage EDUCATION BACKGROUND • Primarily assists Customer service training in class until production floor endorsement. • Monitors performance of tranees in product training, initiate communication or alerts and communicate any changes or issues to Customer Service Team and Supervisors. • Assists with scheduling, including but not limited to offline time, training, and/or meetings. • Reviews daily interval report noting all call spikes and drop in service level or increased Average Speed of Answer (ASA), when requested. • Responsible for notifying Supervisors of any coaching or additional training needed by Customer Service Reps. • Answers escalated and/or non standard incoming calls from clients and/or customers in a professional, polite, and courteous manner. • Provides prompt resolution to customer inquiries by assisting in resolving customer service issues and concerns. • Determines optimal processes to resolve customer concerns through assessing individual situations and authorizing specific policy exceptions in the interest of the customer. • Accurately documents and updates record in required systems. • Follows up in a timely manner to ensure customer satisfaction. • Field questions and concerns, mentor, and assist Customer Service Reps. regarding customer service procedures and practices. Holy Angel University Bachelor of Science in Business Administration Major in Information Technology Angeles University Foundation Primary and Secondary • Facilitates initial and conversion customer service training inclusive of any recurrent and service briefing site-wide. • Assesses, monitors, and evaluates student progress, creating action items for student succession plan. • Assists and coaches students using a Computer-Based-Training system. • Analyzes statistical reports to develop individualized training plans for students. • Coaches students during live call practice and documents training & coaching sessions. • Identifies process improvement initiatives for training. • Liaises with call center personnel to ensure accurate interpretation and implementation of new and updated methods & procedures. • Conducts, analyzes, evaluates & reports Quality of Service Assessments for each department. • Researches, designs, and develops Knowledge Enhancers and Job Aids. • Assists with budget responsibilities for Training Center. • Liaises with the technical staff to identify system problems for resolution with vendor. SOFTWARE USED: CISCO, Oracle, UPS KB Trainer/SME Alorica (former EGS), September 2008 - February 2010 T-Mobile Program SOFTWARE USED: T-Mobile KB, IRIS, CISCO