ADDRESS
152 Scout Barrio, Baguio City
MOBILE
(-
EMAIL-
KENNETH LUKE TANGALIN
Experienced Learning Specialist and Information Technologist
Excellent leader and follower
Focused and goal-oriented
Highly organized and multitasking proficient
SKILLS AND EXPERTISE
ADMINISTRATIVE,
TRAINING & CUSTOMER
SKILLS
TECHNICAL SKILLS
OTHER RELEVANT SKILLS
• Strong administrative support capability (management, planning and logistics)
• Adept in adult learning theories, instructional design and learning management
• Strong internal and external Customer Service orientation
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Proficient in the use and troubleshooting of Operating Systems (Windows, Mac, Linux), utilities and applications
Experienced Remote and Onsite support for hardware and software (Comptia A+)
Proficient in Internet, wired and wireless networking hardware and applications
Adept in System threat/Malware removal and system optimization
• Knowledgeable in Electronic Data Processing, Statistical Process and Quality Control, Quality Control Tools, Design of
Experiments, Project Development and Feasibility Studies
MOST RECENT EXPERIENCE
TRAINING SUPERVISOR
Convergys Philippines, Inc.
Jun 2015 to Feb 2016
JOB DESCRIPTION
HIGHLIGHTS and ACHIEVEMENTS
• Supervise implementation of all training processes and
• Oversaw the planning and implementation for the
ensure the delivery and facilitation of adult classroom
uptraining and upskilling of around 200 representatives and
training in support of client and programs to ensure superior
successfully launched a new Sales and Service group for a
workforce preparation
direct broadcast satellite service provider program in a
• Maintain ongoing partnerships with other business and
month
resource units focused on reducing costs and continual
• Organized and streamlined the learning and training agent
performance improvement
lifecycle playbook (data store for learners from recruitment
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to end of transition) used by multiple accounts and sites
Responsible
for
selecting, training, developing, and
managing performance of training staff; providing prompt
• Maintained above 85% learner throughput and retention
and objective coaching and counseling; and coordinating,
from onboarding to transition through constant learner
planning, and assigning tasks
engagement and partnership with operations
• Manage utilization of staff across accounts and programs to
reduce cost of training activities
UNIVERSAL TRAINER
Convergys Philippines, Inc.
Apr 2013 to Jun 2015
LEARNING SPECIALIST
TELUS International
Philippines, Inc.
Sept 2010 to Oct 2012
• Develop, implement and modify training programs to
CONVERGYS
ensure effectiveness when delivered to learners
• Joined as a pioneer for a US/UK retail account. Became the
• Facilitate transition of students from training to work
top trainer for the account by constantly meeting and
environment, ensuring that competency levels meet business
exceeding training metrics
needs
• Authored the Lifecycle Playbook for the account
• Responsible for functional supervision of learners within the
program training and/or other curriculum delivered through
a variety of environments, including attendance and progress
TELUS
• Conducted Comptia A+ reviews for a premium computer
monitoring for the training duration, providing coaching,
support program, with 100% learner pass rate
developmental feedback, and readiness recommendations
• Revitalized the ISP support chat team: developed and
implemented a new curriculum for training and upskilling.
Grew the team from 3 individuals to three teams composed
of 50+ members.
PROFESSIONAL DEVELOPMENT
CERTIFICATIONS
GOVERNMENT EXAMS
CompTIA A+ Certified Remote Support Technician
Career Service Professional
Career Service Sub Professional
Convergys Leaders as Coaches
Leadership Effectiveness and Development Program
Effective Meetings
RELEVANT TRAINING
Environmental Management System Awareness
Safety Awareness Training
Trainer’s Training
People Handling Seminar
ADDRESS
152 Scout Barrio, Baguio City
MOBILE
(-
EMAIL-
KENNETH LUKE TANGALIN
Experienced Learning Specialist and Information Technologist
Excellent leader and follower
Focused and goal-oriented
Highly organized and multitasking proficient
PREVIOUS WORK EXPERIENCE
SOLUTIONS ANALYST
TELUS International
• Responsible for taking control of and resolving complex technical and escalated customer issues
• Waits in queue (phone/chat) for those requiring assistance and provides help/advice in a timely manner, usually through
Remote Support
• Provides computer technical support (includes but not limited to, software issues, malware removal, system optimization,
and networking)for clients requiring assistance
Philippines, Inc.
Oct 2008 to Sept 2010
• Documents and simulates complex customer issues to find solutions and fixes to various customer inquiries and problems
• Positions subscriptions for services rendered
• Provides second-level Client technical support on supplied products and/or peripherals including software and applications
RESOLUTION SPECIALIST • Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations)
• Solves problems for customers with challenging expectations (often escalated or irate)
/ SENIOR SUPPORT
• Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content
RESOLVER
DELL International Services
Philippines, Inc.
teams, product group)
• Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring
programs, consults on incentives related to technical performance)
Jun 2006 to Aug 2008
• Excels at tolerance for processes and people
• Coaches agents to their metric results through mentoring sessions
TECHNICAL SUPPORT
SENIOR ASSISTANT
• Responds to customer technical issues related to hardware and software via phone
• Assists customers by diagnosing problems and providing resolutions for technical and service issues
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service
calls/contacts.
DELL International Services
Philippines, Inc.
Jan 2006 to Jun 2006
• Monitors and tracks issues to ensure accurate resolution
• Educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Identifies and provides input on unique or recurring customer problems
TECHNICAL SUPPORT
Teletech Philippines, Inc.
July 2005 to Dec 2005
Technion Communications
Dec 2004 to Jun 2005
ClientLogic Philippines, Inc.
• Ensures that customer expectations are met and in line with company policies and procedures
• Identifies and resolves issues affecting customer client systems, and use troubleshooting techniques and tools to identify
technical defects/issues
• Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and
updatedthroughout life of incident
• Ensures that customer expectations are met and in line with company policies and procedures
Aug 2004 to Dec 2005
PRODUCTION SHIFT
ENGINEER
NSG Philippines, Inc.
Oct 2000 to August 2003
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Formulates corrective/preventive countermeasures to eliminate persistent quality non-conformities
Responsible for the execution of production activities and attainment of targets based on schedules
Monitors and controls machine and equipment conditions and maintain production capability
Conducts systematic and methodological design of experiments on production issues
Assures safety in the work area, conducts and implement 5S Standards
Conducts personnel training and development and personnel supervision and evaluation
Plans and organizes production personnel activities and work assignments
Duly performs responsibilities required by the documented quality system procedures (ISO) such as; (a) Document
revisions, (b) Formulation of new procedures, and, (c) Application, Training and Development
