Kenny Fanged

Fanged, Kenny Leen D. Contact Details Address : # 140 Chrome St. Upper Quezon Hill, Baguio City Benguet 2600 Mobile No. : -,- Email :-Personal Particulars Date of Birth : 30 August 1988 Nationality : Filipino Gender : Female Marital Status : Single Qualification Qualification : Bachelor's/College Degree Field of Study : Bachelor of Arts in Nursing Major : Nursing Institute/University: University of the Cordilleras, Baguio City Graduation Date: 2007 Qualification : Secondary Field of Study : High School Major : Institute/University: Grace Baptist Academy Graduation Date: 1998 Seminars Attended Retention Boot Camp – Facilitator Fair Credit Report Act – Certified 17 Core Competencies – Facilitator DPG Team Building - Facilitator DSWD Team Building – Facilitator English Proficiency and Public Speaking – Facilitator Baguio Act One Inc. Teambuilding - Facilitator Employment History Company Name: National Institute of Information Technology Position Title : Trainer / Facilitator Course: English Proficiency and Public Speaking Position Level : Regular Duration : August 2016–Present Duties & Responsibilities:  Facilitate and deliver skills training to achieve the desired learning outcome.  Identify growth opportunities for training programs based on business partner feedback and in-depth analysis of adviser's performance.  Evaluate Trainees in accordance with the pass/fail guidelines set.  Train trainess to be proficient in English and in public speaking. Company Name: Baguio Act One Productions Inc. Position Title : Production/Stage Manager Position Level : Regular Industry : Theater Performance Duration : May 2016–Present Duties & Responsibilities:  Securing the rights to present the play from the royalty house or publisher-agent.  Budgeting  Deciding date, time and venue  Forming a production team  Production meeting  Scheduling rehearsals and performances  Setting the rehearsal venue  First call  Rehearsal process and preparation  Financial accounting of the show's, expenses and revenues  Cast –Resignation, Attendance, etc.  scheduling and running rehearsals  communicating the director's wishes to designers and crafts people  coordinating the work of the stage crew  calling cues and possibly actors; entrances during performance  overseeing the entire show each time it is performed  mark out the dimensions of the set on the floor of the rehearsal hall  make sure rehearsal props and furnishings are available for the actors  attend all rehearsals  notify the designers and crafts people of changes made in rehearsal Position Title : Freelance Virtual Assistant Duration : April 2013 – Present Duties & Responsibilities:          Project Manager Data Entry Website Research Update Wordpress Answer Customer Enquiry Flight Itinerary bookings Desktop Publishing Email Sorting Transcription Company Name: Acquire Asia Pacific Position Title : AcCORD ( Acquire Center for Organizational Development) Facilitator Position Level : Regular Specialization : Organizational Training Industry : Call Center / IT-Enabled Services / BPO Duration : April 2012 – Present Duties & Responsibilities:  Responsible for the creation and maintenance of the training program guides which includes: facilitator's guides, process documentation and training materials.  Work with the development of training programs earnestly needed by the organization and its workforce.  Act as the subject matter expert of the programs you are assigned to handle, including its scheduling, implementation and effectiveness-gauging.  Be involved in brainstorming and root-cause analysis meetings and you shall also hold meetings with the stakeholders and/or POCs.  Follow up with stakeholders and/or POCs all pending action items that needs to be addressed. Participate in TNAs, information dissemination drives, Tactical planning and program performance reviews across different departments of the company.  Be involved in the security of proprietary materials of the department.  May be asked to attend additional trainings, internal or external, as deemed necessary by the organization.  From time to time, perform other reasonable duties to ensure smooth flow of interdepartmental communications. Company Name: Acquire Asia Pacific Position Title : Customer Service Representative Position Level : Regular Specialization :Customer Service Industry : Call Center / IT-Enabled Services / BPO Duration :October 2011 – March 2012 Duties & Responsibilities:  Customer service professionals respond promptly to general inquiries, billing issues, identify, research and resolve customer complaints.  Their main goal is to keep customers happy. Company Name: Acquire Asia Pacific Position Title : Outbound Sales Representative Position Level : Probationary Specialization : Sales / Cold Calling / Customer Service Industry : Call Center / IT-Enabled Services / BPO Duration : July 2011 – October 2011 Duties & Responsibilities:  Make outbound customer calls to promote and sell a product or service.  Respond to customer inquiries and resolve.  Refer customers' needs or inquiries to appropriate departments like sales, marketing, administrative or other departments. Company Name: WNS Global Services Position Title : Executive Trainer / Quality Assurance/ TUI Position Level : Experienced Employee Specialization : Customer Service Industry : Call Center / IT-Enabled Services / BPO Duration : Nov 2009 – Apr 2011 Duties & Responsibilities:  Facilitate and deliver skills training to achieve the desired learning outcome.  Identify growth opportunities for training programs based on business partner feedback and in-depth analysis of adviser's performance.  Evaluate Trainees in accordance with the pass/fail guidelines set.  Participate in business partner- related activities, including calibration,academy, Train - the - Trainer, sessions and conference calls.  Responsible in ensuring agents compliance with client dictated standards and all applicable laws & regulations by monitoring & quantifying agents’ quality performance.  Constructively share or communicate results with Team Managers & CSA to continuously develop & improve agents performance  Provide effective feedback and help in the development of agents  Create PPT presentations, facilitator guides, Welcome packs.  Modify handouts once updates are released  Conduct roll outs to Operations for Product, Training and Quality updates.  Conduct FGD for trainees after each week of training.  Thoroughly document defects and work with management and staff towards resolution  Meet daily, weekly & monthly feedback monitoring goals & complete related reports  Communicate areas of opportunity to management base on trending & analysis  Conduct monitoring sessions with clients in professional manner      Manage QAE tasks Take escalation calls when needed Complete other duties & projects required Work towards driving efficiencies Drive continuous improvement in monitoring efforts, calibration, associate training and coaching on critical attributes and behaviors Company Name : Sutherland Global Services Position Title : Technical Support Representative / AT&T Uverse Position Level : Experienced Employee Specialization : Technical & Help desk Support/Sales Industry : Call Center / IT-Enabled Services / BPO Duration : Apr 2009 - Nov 2009 Duties & Responsibilities:  Take inbound calls to address member technical and service concerns (DSL, VOIP, IPTV)  Make outbound calls for member concern follow-ups.  Up sell appropriate products to customer's need. Company Name : Convergys Position Title : Customer Service Representative Position Level : Experienced Employee Specialization : Customer Service Industry : Call Center / IT-Enabled Services / BPO Duration : October 2008 – Apr 2009       Take inbound calls to address customer’s reservation concerns. Provide walk through on the website and assist if they have concerns with their logins. Take in escalated calls for concerns the 1st tier cannot provide assistance for. Monitor Agent Call Flow based on client and/or company mandated metrics Action Planning to improve agent’s call handling One-on-one agent coaching Company Name : SITEL (formerly Client Logic) - Baguio, Philippines Position Title : CSR / Escalations / QA / Hawaiian Airlines Position Level : Experienced Employee Specialization : Customer Service Industry : Call Center / IT-Enabled Services / BPO Duration : Apr 2007 – May 2008 Duties & Responsibilities:     Take inbound calls to address customer’s reservation concerns. Provide walk through on the website and assist if they have concerns with their logins. Take in escalated calls for concerns the 1st tier cannot provide assistance for. Monitor Agent Call Flow based on client and/or company mandated metrics  Action Planning to improve agent’s call handling  One-on-one agent coaching References Name:Dave Francisco Position: AcCORD Supervisor Company: Acquire Asia Pacific Telephone: - Email-Name: Elenor Espiritu Position: Owner Company: Elitista Events Telephone: - Email-Name: William James Tolentino Position: Operations Manager Company: Sturmfrei Travel and Tours Telephone: - Email-