RoBir Gregg M. Herrera-
Experience
April 2016 – September 2017 Concentrix Business Services, Quezon City
Senior Sourcing Specialist - Near-hire Training
Point of contact for Near-hire Training
Conducted assessments/interviews of graduating candidates from near-hire classes
Participated in lead generation activities (job fairs, posting in job boards)
When necessary, administered account-specific exams for candidates of the assigned sourcing channel
Facilitated near-hire training classes
Responsible for all logistical concerns of each training class (training venue, scheduling, pooling of candidates, training allowance, meals for the participants)
Prepared hiring and expense reports weekly, monthly, etc.
March 2015 – March 2016 Stellar Philippines, Incorporated, Eastwood Citywalk, Libis
Communication Assistant
Assisted hard-of-hearing individuals in communicating over the phone through real-time voice transcription
April 2012 – May 2015 Rarejob Philippines, Inc. Quezon City
ESL Trainer-Recruiter
Conducted language assessment and teaching skills assessment of tutor applicants
Phone screening and scheduling of tutor applicants
Conducted new-hire orientation of tutors and was responsible for tutors’ performance and retention for the first 60 days upon start date
Scheduled candidates for the different steps of the screening process
Facilitated orientation sessions for successful applicants
Collected copies of the applicants’ requirements
October 2014 – March 2015 VXI Global Incorporated, Muñoz
Skills Development Specialist
Responsible for driving site CSAT scores
Evaluated representatives’ core (language) skills and facilitated up-training sessions as necessary
Conducted triad coaching sessions with team leads and representatives
October 2005 – May 2014 Stream Global Services/Convergys Philippines Makati
Quality Assurance Officer
Handled a team of 3-8 Quality Assurance Representatives assigned to a specific line of business (attendance/performance management)
Ensured monthly production requirements per the S.O.W. are met
Facilitated weekly calibration sessions with QA agents from U.S.-based Stream/Convergys sites, vendor managers, representatives from other vendors, and representatives from Operations
Maintained a 10% or less gap in Quality scores between the QA Team, Client Team, and the Operations Team.
Facilitated group and one-on-one Quality coaching sessions with representatives
Conducted Quality orientation for training classes
Point of contact for CSAT reports
Point of contact for Sales audit reports
Communicated and tracked possible red-flag cases and drove consequence management for such
March 2003 – April 2005 Stream Global Services Makati
Customer Service Associate Level 2
Promoted upon regularization from Customer Service Associate (CSA) 1 to CSA2; consistent High-flyer awardee
Handled calls as a Customer Service Representative for a financial institution; Was cross-posted to different accounts from November 2004, to January 2005
Conducted peer/team coaching and counseling; provided service observes and immediate feedback; handled escalated calls, provided floor support
Education
SKILLS
-University of Sto. Tomas Manila
Bachelor of Arts Major in Behavioral Science
Class President
Assistant Secretary, UST AXN.S
Vice-chairman Sandigan Ng Lakas Ng Artlets (political party,- University of Santo Tomas Sampaloc, Manila
High School Diploma
Saint Joseph’s College Quezon City
Primary Education
Very fluent in English; excellent verbal and written communications skills; knowledgeable in Microsoft Office applications; excellent call-handling skills; knows basic Spanish; received training for Problem Solving and Decision Making, Introduction to Six Sigma, Quest For Personal Mastery, etc.
