RAQUEL JOY T. VICTORIA
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PERSONAL
Gender:
Birthdate:
Age:
Female
September 13, 1985
33
Civil Status:
Citizenship:
Worldview:
Married
Filipino
Roman Catholicism
WORK HISTORY
Convergys Philippines, Inc. | Associate Trainer, Training | 08/2016-present (2yrs3mo)
POC, Training Team- for Training Supervisor tasks
Mentor and Certifier, PRTs and Associate Trainers On-boarding Program-
Project Contributor, Post-Transition Initiative 2018 (Operations + Training Project)
Project Contributor, Agent Proficiency Level (APL) Project (Training + Talent Acquisition)
Project Consultant, Program CSAT Initiative 2017 “Billing-Pricing” (Learning Ops Project)
Project Owner, Program CSAT Initiative 2017 “Report Creation Top Box for Bucks”
Project Contributor, Process Improvement Mapping 2017 and 2018 (Senior Site Director Projects)
Project Owner, Program CSAT Initiative- “Make It Personal”
Committee Member, Client CSAT Elite Leadership Group 2018 (Convergys Site Representative and
Contributor for Domestic CSAT Performance Enhancement)
Project Owner, Transition-Certification Handoff to Operations Process Document
Supervisor, Program Records Management, Data Management, and Data Entry Levels of Businesses for
Small to Enterprise Business Entities as Customer Base
New Hire Training Delivery for CCT and PST; Specialized LOB Training; CE Trainings for complex product
Tr101/Tr102 Certifier; Product Trainer Content Expertise Certifier (Trainer Observation Grading System)
Convergys Philippines, Inc. | Program Ready Trainer, Training | 11/2015-08/2016 (9mos)
Project Owner, Transition Process Document
Project Contributor, Process Improvement Mapping 2016 (Site Director Project)
Supervisor, Program Records Management and Data Management Levels of Businesses for Small to
Enterprise Business Entities as Customer Base
Site Representative, Company National Engagement (GABOH Master Storyteller Certified) 2016
New Hire Training Delivery for CCT and PST; Specialized LOB Training; CE Training
Tr101/Tr102/CLC1/CLC2 Certified
Convergys Philippines, Inc. | Representative, Customer Service | 03/2015-11/2015 (8mos)
Inbound Phone Calls and Business Email Correspondence for Records Management and Data Management
Case Processing and Resolution for Business Entities as Customer Base
POC, Daily Team Reports
Automatic Data Processing (ADP) Philippines, LLC | Coach, Quality | 09/2013-03/2015 (1yr6mos)
Monthly Quality Call Evaluations and 1:1 Coaching Sessions for Multiple LOBs
Owner, Monthly Internal Quality Calibrations for Multiple LOBs
Transition-Certification New Hire Quality Evaluations
Project Owner, CSAT Initiative (Focus Group) 2014
Project Member, PEST Analysis and Up-Training (ObamaCare CE) 2014
Project Owner, Transition SME Upskilling (QSEP-
Automatic Data Processing (ADP) Philippines, LLC | Specialist, Client Service | 05/2011-09/2013 (2yrs4mos)
Inbound Phone Calls and Business Email Correspondence
Owner, Process Development Initiatives
Knowledge Transfer Initiative on Federal Unemployment Tax Act (FUTA)
Sitel Philippines, Corp. | Coach, Operations | 01/2010-02/2011 (1yr1mo)
Escalations Queue
Lead, New Hire Transition Lead
Project Member, Risk Management Initiative (Appetite & Tolerance) 2010
Member, Quarterly Business Review Reporting
Lead, Account Engagement
Sitel Philippines, Corp. | Specialist, Learning | 06/2008-01/2010 (1yr7mos)
New Hire Training Delivery for Communications and Product; Specialized LOB Up-Training
Project Owner, Curriculum and Module Development
Sitel Philippines, Corp. | Analyst, Quality | 12/2007-06/2008 (6mos)
Escalations Queue
Monthly Quality Call Evaluations for Multiple LOBs
Owner, Monthly Quality Calibrations (Internal and w/ Client)
POC, Corporate Office Customer Complaints
Sitel Philippines, Corp. | Representative, Customer Service | 02/2007-12/2007 (10mos)
Inbound Phone Calls and Email Correspondence for Multiple LOBs
Q3 2007 Top Performer
POC, Daily Team Reports
EDUCATION
Saint Louis University Bachelor of Science in Commerce Major in Marketing | Collegial Level | SY-
Dean’s List
Member, Junior Philippine Institute of Accountants
Member, Debate Society
Committee Member, Marketing Mixers
School Representative, 7th PANA Foundation National Marketing Communications Awards
Baguio City National High School Science | Secondary Level | SY-
School Representative, Inter-School Science Quiz Bees
Editor, BCNHS Special Science Class Yearbook
Saint Louis University Laboratory Elementary School | Primary Level | SY-
Awardee, Best in Conduct; Math; Science; Language & Reading
Class Representative, Grade Level Competitions for Language & Reading
Sports Editor, The Louisian Courier
Small World Preparatory School | Preparatory Level | SY-
SKILLS AND QUALIFICATIONS
Communication Proficiency (Written and Verbal)
Conflict Resolution and Management
Critical Thinking and Problem Solving
Data Gathering, Mining, Scrubbing, Analysis and Interpretation
Data Translation and Visualization (Charts, Diagrams, Graphs, Workflows)
Detail-oriented and Filtered Documentation
Decision Making and Foresight
Facilitation and Presentation (Internal and External)
Flexibility (Schedule, Location, Travel)
Instructional Design (ADDIE + Revision)
Interpersonal and Professional Relationship Building
Knowledge of Current Company Operational Policies and Procedures
Lean Six Sigma Certification
MS Office Proficiency (.docx, .xlsx, .pptx, .pubx)
New Hire Training Delivery and Continuing Education
Performance Management
POC tasks for Training Supervisor Role
Process Improvement
Project Management
Reports and Data Analysis
Risk Assessment and Contingency Planning
Strategic Analysis and Development (PEST; Critical Success Factor; SWOT)
Supervisory Function and Experience (7yrs)
Team Management and Leadership
Training Needs Analysis
Visualization and Data Modeling
Workflow Optimization