Kenneth Luke Tangalin

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 • • • • 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 • 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 • • • • • • • • 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