Patrick Cataluna

PATRICK JOSEPH SANCHEZ CATALUÑA 15 Hilario Street, Ligtasan, Tarlac City, Tarlac -, --37 years old Married February 15, 1980 Filipino Job Objective: To be a part of an institution where I can apply the knowledge and skills I have acquired academically and through experience Experience and Employment History: Communications Analyst Expert/Process Trainer July 2015 – Present SUTHERLAND GLOBAL SERVICES Tarlac IT Park II, Ninoy Aquino Highway, San Isidro Tarlac City, Tarlac Current: Comms Analyst/Process Trainer (Amazon Account) Instructs New Hire Employees on the processes of how to use Amazon's tools and website as a means to assist customers Instructs New Hire Employees on how to communicate with Amazon's customers in order to provide quality customer experience In charge of uploading and overseeing New Hire Employees' schedules Manages and monitors new hire performance as they are endorsed to production Submits daily reports to management on New Hire Performance Provides support to new and tenured employees with their daily duties Works closely with HR and Management in ensuring New Hire Compliance Handles customer concerns as a Front Line Agent to be updated on current changes in policy and procedures as it ensures quality of New Hire Training Sends updates on policy and procedural changes Communications Coach/Process Trainer July 2011- July 2015 JP MORGAN AND CHASE BANK, N.A Net Plaza Building, 31st Street, E-Square Zone Crescent Park West, Bonifacio Global City, Taguig-: Communications Coach (Support Group) for Chase Telephone Banking 2012-present: Process Trainer for Chase Telephone Banking Assisted Bankers in improving communication skills Created action plans/strategies in improving communication skills Worked with teammates on Training Needs Analysis reports to determine better hiring thresholds Performed validation tasks for program enrollment Ran calibration sessions to improve accuracy of assessments within the team Helped develop scoring system for new assessment forms for the Voice and Accent Team Ran Global English Enhancement Classes Delivered up skill classes for Chase Telephone bankers Deliver Process Training for New Hires in Chase Telephone Banking Instructions on Banking Basics instructions on how to review a customers account to explain debits/credts/charges/fees on the account Up skilled in Training Process for Auto Finance Collections Instructed on Credit Rating Basics and its effects on loans and loan applications Instructed on partnership between banks and dealerships work to provide loans Instructed on effects of late/early payments on loans Instructions on how to present assertive solutions for customers Up skilled in Training Process for Business Banking Provided discussions on Basic Banking and Business Partneships Rolled out modules on the different products and programs for small businesses Instructions on how to assist customers by using Chase's business banking tools Teacher May 2006-May 2011 MULTIPLE INTELLIGENCE INTERNATIONAL SCHOOL INC. 3rd Floor Elizabeth Hall, Katipunan Avenue, Loyola Heights, Q.C. (MI School) -: Grade 6 Homeroom adviser (which included Social Studies, Writing and Entrepreneurship); Grade 6 Math and Science 2009-present: Algebra I and II teacher in high school; Moderator of the Frisbee Club Creates weekly lesson plans using UBD (understanding by design) strategy Involved in curriculum development for grade 6 and high school levels for Math Participates in Parent – Teacher conferences and discussed possible strategies to better benefit child performance Maintains constant communication with children’s parents to help improve home-school partnership Participates in the production of school programs and events Assisted in the development of the school curriculum for pilot classes Designs weekly tests and quarterly examinations Team Leader—Quality AssuranceMay 2005-March 2006 /Monitoring Department California Teleservices, Diliman Q.C. Headed the training lectures about the department to company applicants Evaluated employee performance Supervised the department and its members Quality Assurance/ April 2004-May2005 Monitoring Officer—Quality Assurance/Monitoring Department California Teleservices, Diliman Q.C. Attended project trainings for trouble shooting purposes and project knowledge Monitored employees’ performance Helped train applicants and improve employee performance Research Telespecialist December 2003-April 2004 California Teleservices, Diliman Q.C. Contacted US respondents and conducted phone surveys Ranked top 5 in overall agent performance Educational Background: UNIVERSITY OF THE PHILIPPINES, DILIMAN, QUEZON CITY-B.S.E SpEd (Bachelor of Secondary Education, Special Education) 2002 B.S. Mining Engineering ATENEO DE MANILA UNIVERSITY, Q.C. -High School -Grade School Co-curricular Activities: UP Varsity Swimming Team, 1998 - meter Breast Stroke, 50-200 meter Free Style, and medley relays Skills and Interests:Fluent in both English and Filipino, good work ethics, fast learning curve, computer literate and always willing to learn I enjoy sports, music, movies, exotic cuisine and traveling