Omar Rillera

Omar D. Rillera Address: 111 Ledesma St. Aurora Hill, Baguio City Phone: - E-Mail: - Objective _____________________________________________________________________________ I am looking to advance within you company. I want to succeed in building success of the company while I experience advance opportunities. I am seeking a competitive and challenging environment where I can serve your organization and stablish an enjoyable career for myself. Experience _____________________________________________________________________________ Project ManagerJeweler Cart Webhosting[Jan 2017-Present] Manage Team of Developers Manage SEO Team Client interaction and updates Project Management Client Calls Data Entry Direct Manager Contact File uploads (Import and Export) Freelance REI Virtual Assistant[July 2016-Jan 2017] Podio Globiflow Setup Skiptrace and Lead Search Lead Management Cold Calling Mailchimp Setup Call Probate, Absentee Owners, FSBO Lead Follow up through calls and emails MYOUTDESK: Investor Virtual Assistant |Investor Virtual Assistant Services-IVAS[January 2014-July 2016] Podio Globiflow Setup Skiptrace and Lead Search Lead Management Cold Calling Mailchimp Setup Call Probate, Absentee Owners, FSBO Lead Follow up through calls and emails Sitel Philippines Corp. Baguio City, Philippines. April 2006 – 2013 Accounts handled: _____________________________________________________________________________ Web.com - April 10, 2006 - 2008 Web.com is the largest Web hosting and online services company dedicated to helping small and medium businesses achieve success by providing the knowledge, services and tools to build, manage and promote businesses online. Technical Support Representative / Tier 1 On line technical support via phone and/or email support regarding Web hosting, DNS, FTP, HTML Editor (Microsoft Frontpage, Microsoft Publisher), E-mail client configuration, MS SQL and My SQL Database connectivity. Effectively provides floor support for assigned agents. Responsible on taking escalated calls and further troubleshooting for the assigned team or any agent that would need assistance. Responsible for the performance of the assigned team as it relates to Ticket Documentation and Issues pertaining to agent’s call. Generates agent development reports to assigned coach such as action plans and reports. Performs Quality Assurance with Online Tickets and Call Monitoring in a weekly basis. Maintain, communicate and monitor performance standards, production attendance and punctuality as an agents. Sitel Philippines Corp Academy Baguio - February 2008 – August 2013 Sitel Academy, a capability building program launched in the Philippines by contact center giant Sitel. An industry’s first, the program provides a free 30-day contact center training for students and interested individuals who want to grow their career in the business process outsourcing (BPO) industry primarily providing globally competitive customer service support through a leading call center such as Sitel. Human Resource/Learning Specialist Creates learning experiences that equip new and long-term associates to excel in their work environment through expert classroom instruction, on floor mentoring, and one-to- one skills coaching Modifies and presents training programs for representatives/agents Tracks and analyzes training programs by examining agent performance Recommends changes to the training programs Conducts training programs for representative/agents and first line supervisors on new product/services, selling skills, and/or system changes Participates in identifying program needs, obtaining technical data, and scheduling programs Maintains training records working closely with departments, increasingly in a consultancy role, assisting line managers to understand and implement policies and procedures; promoting equality and diversity as part of the culture of the organization; recruiting staff - this includes developing job descriptions and person specifications, preparing advertisements, checking application forms, shortlisting, interviewing and selecting candidates; developing and implementing policies on issues such as working conditions, performance management, equal opportunities, disciplinary procedures and absence management; developing HR planning strategies with line managers, which consider immediate and long-term staff requirements in terms of numbers and skill levels; Planning, and sometimes delivering, training, including inductions for new staff; Analysing training needs in conjunction with departmental managers. Macy’s Inc - August 2013 January 2014 From a single dry goods store opened in New York City in 1858,, Macy’s has grown into one of the nation’s premier retailers for fashion and affordable luxury. Much of our success is due to the amazing ideas, energy, and enthusiasm our associates have contributed over the years. Learning Specialist To design and deliver training, manage the learning function, measure and evaluate the results of training, and manage organizational knowledge Carry out assessments of the skill levels, knowledge and training needs Improve employees’ skills and knowledge so that the employees can make a greater contribution to a company’s success Familiar with the range of training tools and techniques, including workshops, classroom lectures, videos or presentations, online learning, training manuals, one-to-one coaching, and group role-play sessions Competent at lecturing a large group, demonstrating a skill or technique, and conducting a one-to-one coaching session Able to schedule sessions to meet a company's training priorities, and to make efficient use of training facilities and resources Coach / Team Lead Effective coaching and development of team of 12 to 15 Agents Monitors progress of team members and coaches them on improvement Provides feedback and develops plans to drive individual and team performance Handles customer escalations Use call center data and call observations to identify coaching plans for individuals and team Supports the completion of on-going training and education for self and team Communicates product updates through formal team meetings and Huddles Trainings Handled: English Communications Skills Training – 2007 – 2013 Call Center Work Shop – 2007 - 2013 Community Communication and Technical Training – 2007 - 2013 Microsoft Digital Literacy Training – 2010 – 2013 Flawless Execution - 2013 Products Training – 2013 Trainings Attended and Completed: Basic Trainers Training (BTT) - June 2008 Basic Leadership in the Zone (BLITZ) – November 2008 Coach Track Training Overview (CTT) – January 2009 Ethics and Code of Conduct II – March 2009 Global Organizational Structure – May 2009 The Art of Facilitation – December 2009 Anxiety Model – December 2009 Kronos 5 Time Keeping – August 2013 Learning Design Overview – October 2010 Operation Check Point – November 2010 Coaching For Performance – April 2011 Microsoft Digital Literacy Training and Certification – November 2010 BEAT Certification – October 2012 Evaluating Learning Materials – February 2013 Security Awareness V2 – March 2013 US Service Hours and Leave Time Tracking – March 2013 Characteristics of Adult Learners – February 2013 Queue Management for Coaches – February 2013 Characteristics of Adult Learners – February 2013 Flawless Execution – April 2013 Education _____________________________________________________________________________ College Civil Engineering Baguio Central University •Deals with the design, construction, and maintenance of the physical and naturally built environment, including works like roads, bridges, canals, dams, and buildings. Skills _____________________________________________________________________________ Passion for continues Learning Works under minimal supervision Strong Communication and Interpersonal Skills Innovative Thinking Knows how to measure and Assess training needs