Kenny Tolentino

Kenny Tolentino Results-driven person with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations. Work History 2021-08 - Dispatch Manager 2022 - 09 - 15 Defender Dispatch LLC., Knoxville Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages. Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture. Prepared budget reports and identified resource and labor needs for forecasted workloads. Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues. Contact Address Baguio, Philippines 2600 Phone- E-mail- Skills DOT compliance Tracked and reviewed charts, graphs, schedules Very Good and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions. Fleet maintenance Excellent Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or Employee performance reviews reclassification to meet staffing requirements. Reported to management operational activities and maintained current records. Excellent Service coordination Motivated staff to deliver high-level dispatch Excellent support while successfully meeting departmental goals. Evaluated current operational processes to help develop, implement and improve practices. Coordinated repairs to vehicles to maintain fleet Workflow planning Excellent operations. Daily reports Monitored flow of paperwork and directed information to appropriate departments. Collaborated with team members to achieve target results. Languages English Managed over 50 customer calls per day. Excellent Increased company revenue by 25%. 2020-04 - Co Founder 2022 - 01 -03 Boba Milktea Bar , Baguio Aligned organizational objectives with company mission to increase business growth and integrate work strategies. Established foundational processes for business operations. Prepared annual budgets with controls to prevent overages. Introduced new methods, practices and systems to reduce turnaround time. Networked with other businesses and customers to increase sales opportunities and contacts. Identified business development challenges and customer concerns for proactive resolution. Recruited, interviewed and hired new staff members and developed training materials for employees. Conducted target market research to discover customer needs and analyze competitor trends. Developed marketing materials and campaigns to boost brand awareness and customer engagement. Directed market expansions to propel business forward, meet changing customer needs. Studied market to determine optimal pricing of goods and capitalize on emerging opportunities. Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals. Evaluated suppliers to maintain cost controls and improve operations. Developed innovative sales and marketing strategies to facilitate business expansion. Shaped solutions and approaches by leveraging trends in customer marketplaces and industries. French Basic 2016-01 - Owner/Operator 2020 - 06 - 18 Sturmfrei Travel and Tours, Baguio Prepared annual budgets with controls to prevent overages. Managed day-to-day business operations. Performed statistical analyses to gather data for operational and forecast team needs. Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures. Reconciled daily sales, returns and financial reports in QuickBooks. Enhanced operational efficiency and productivity by managing budgets, accounts and costs. Built personal relationships with guests to promote positive experiences. Collected and deposited payments from guests. Researched information on several Philippine Islands to provide accurate, detailed tours. Guided groups of up to 45 people on private island hopping tours in the Philippines. Entertained tour guests with various props and signs for maximum engagement, fun and lasting memories. Answered questions, pointed out important features and offered further details about special exhibits to educate visitors. Carried out day-to-day duties accurately and efficiently. Developed and maintained courteous and effective working relationships. Learned new skills and applied to daily tasks to improve efficiency and productivity. Used critical thinking to break down problems, evaluate solutions and make decisions. Worked with customers to understand needs and provide excellent service. Increased customer satisfaction by resolving issues. Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Informed clients of travel policies and utilized preferred vendors to maximize company profits Organized trips for individual, family and business travelers. Worked closely with clients to understand unique needs and meet specific travel desires. Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations. Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations. Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation. Collected, handled and documented payments for travel services and associated feels. Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures. Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue. Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements. Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation. Discussed security issues and protocols with individuals traveling to highly insecure countries or areas. Arranged travel accommodations for groups, couples, executives and special needs clients. Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives. Displayed travel brochures and other promotional materials strategically to foster brand awareness, focusing on local destinations such Palawan and Siargao. Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness- Field Sales Agent Airbnb, Baguio Traveled throughout assigned territory to leverage leads and visit existing customers. Developed and presented educational pitches detailing practical and financial product benefits. Conducted research to monitor market conditions and industry competitors. Maintained responsibility for 72 accounts within assigned territory, consistently touching base to assess needs and satisfaction. Closed over 129 deals in less than 6 months. Visited key customers repeatedly to promote retention and relationships. Kept detailed records of daily activities through online customer database. Maintained current knowledge of evolving changes in marketplace. Trained new employees on customer service, money handling and organizing strategies. Maintained high levels of product knowledge and solutions to covert casual shoppers into customers and increased projected sales by 90%. Developed and maintained strong working relationships with professionals within assigned territory. Exceptional computer skills Identified new business opportunities through cold calling, networking, marketing and prospective database leads. Contributed to event marketing, sales and brand promotion. Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas. Monitored service after sale and implemented quick and effective problem resolutions. Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor. Negotiated prices, terms of sales and service agreements. Achieved or exceeded company-defined sales quotas. Worked independently with minimal supervision. Generated advertising brochure for vendor use- Training and Development Specialist Acquire Asia Pacific, Mandaluyong Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness. Gathered data about course success and participant experiences to help with future course planning. Planned and conducted staff trainings with emphasis on leadership areas. Assessed skill gaps for employees and developed training courses to meet identified needs. Created online training program for Communications to be used during video training conferences. Monitored training reports within learning management system for respective roles to promote initial and annual training completion. Compiled training handbook and related course materials. Worked with central management to identify, plan, align and address training needs. Liaised between trainers and course participants. Provided assistance for delivery of training courses by scheduling virtual meeting rooms and managing team calendars. Provided recommendations for process improvements and discontinuation of ineffective or outdated methods. Coordinated travel arrangements for trainers. Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals. Liaised between executives and entry-level workers, facilitating smooth communication. Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals. Developed lesson plans, instructional materials and written practice tests for Soft Skills and Leadership training courses. Developed and implemented updating training programs for 312 employees. Created curricula, instructions, documents and written tests for various types of training courses. • Be involved in the security of proprietary materials of the department- Executive Trainer WNS Global Services, Quezon City Developed and implemented updating training programs for 300 employees. Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs. Used Power Point to design training for 300 employees and increase company retention and productivity rates. Developed lesson plans, instructional materials and written practice tests for communication and confidence training courses. Liaised between executives and entry-level workers, facilitating smooth communication. Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals. Created curricula, instructions, documents and written tests for various types of training courses. Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals. Conducted research, gathered information from multiple sources and presented results. Prepared variety of different written communications, reports and documents. Developed and maintained courteous and effective working relationships. Completed paperwork, recognizing discrepancies and promptly addressing for resolution. Increased customer satisfaction by resolving issues. Learned new skills and applied to daily tasks to improve efficiency and productivity. Facilitate and deliver skills training to achieve 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 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- Quality Assurance Analyst Sutherland Global Solutions, Pasig Created and achieved product quality objectives and met product specifications. Analyzed and tested different builds to identify, trace and help resolve bugs. Fixed identified issues to improve workflows. Participated in requirements and used case reviews. Adhered to standardized software quality assurance best practices, policies and processes. Developed reports and materials for key stakeholders related to quality goals, progress and challenges. Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork. Assisted teammates in developing skills necessary to grasp application concepts and tool suite. - Customer Service Representative Covergys, Makati Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Offered advice and assistance to customers, paying attention to special needs or wants. Clarified customer issues and determined root cause of problems to resolve product or service complaints. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Recommended products to customers, thoroughly explaining details. Responded to customer requests for products, services and company information. Answered product and service questions, suggesting other offerings to attract potential customers. Collected and analyzed customer information to prepare product or service reports. Processed customer adjustments to maintain financial accounts. Managed timely and effective replacement of damaged or missing products. Educated customers about billing, payment processing and support policies and procedures. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Reached out to customers after completed sales to suggest additional service or product purchases. Trained new personnel regarding company operations, policies and services. Cross-trained and provided backup support for organizational leadership. Exhibited high energy and professionalism when dealing with clients and staff. Met customer call guidelines for service levels, handle time and productivity- Travel Consultant Hawaiian Airlines (Sitel), Baguio Informed clients of travel policies and utilized preferred vendors to maximize company profits Organized trips for individual, family and business travelers. Worked closely with clients to understand unique needs and meet specific travel desires. Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings. Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations. Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations. Maintained and updated corporate traveler profiles with current information. Completed accurate reservations for business travelers at point of sale. Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements. Handled sensitive information with professionalism and discretion. Strengthened quality controls to enhance revenue and control downtime. Responded to clients' questions, issues and complaints and found appropriate solutions when needed. Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness. Took proactive approach to identifying and resolving issues that could have negative impact on business operations and revenue generation. Responded to clients' questions, issues and complaints and implemented appropriate solutions. Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments. Arranged travel accommodations for groups, couples, executives and special needs clients. Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness. Implemented automated office systems, optimizing client and data communications as well as records management. Maintained consistent record of completing projects in accordance with schedule and budget requirements. Education No Degree: Nursing University of The Cordilleras - Baguio City- High School Diploma Grace Baptist Academy - Baguio City Certifications Sales Essentials Certificate CTA - Certified Travel Associate