Shalimar S. Abago
House 84 Villa Del Rio 2 Subdivision Talamban, Cebu City
Mobile:-
E-mail:-EDUCATION
University of Cebu, Philippines, BSBA, 2017
Major: Human Resource Development Management
SKILL SUMMARY
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10 years of experience working in a BPO setting for Customer and Sales
Excellent nonverbal and verbal communication skills
Communicaid Global English certified Voice and Accent trainer.
Has dynamic and engaging classroom presence
Displays organized and innovative thinking skills to strategically solve problems
Proficient in using MS Office products (Word, Excel and PowerPoint)
Strong interpersonal skills with the ability to perform effectively as member of a team
Has strong attention to details.
Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
Ability to creatively use resources and adjust to changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
Strong attention to detail
Ability to monitor the method of communication and adjust as needed based on to whom and what is
being communicated
Ability to prioritize assignments and projects based on importance and customer expectations
Ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours)
Experience in designing and developing training material to primarily address the development of
training manuals, job aids, tests, and classroom exercises.
Coaching and feedback skills
Certified Lean Six-Sigma Yellow Belt
Organization Development Skills
Human Resource Program Development
Project implementation
WORK EXPERIENCE
411 BPO Online Advertising, Cebu City; July 2016-June 2017
Supervisor, Training and OD Department_ Customer Service Foundation and Language
Duties and Responsibilities
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Develop & implement effective systems for process-specific training solutions and updates when
required
Coach and mentor trainers
Design and prepare training content, methods and tools
Assist in addressing developmental needs of employees across all process
Conduct training follow up sessions and training effectiveness evaluations
Update Training curriculum on an ongoing basis
Monitor, evaluate and report on operations, programs, processes and practices for quality and
effectiveness; make recommendations for improvement
Curriculum development
Coordinate Induction Sessions
Deliver pre-process training to all new hires for all processes
Ensure adherence to established attendance schedules
Compile and submit monthly report on training activities and needs in a timely & concise manner.
Maintain product knowledge by handling customer services phone calls for 20 hours per month
Convergys, Cebu City; May 2010-November 2015
Universal Trainer; Customer Service Foundation and Product Specifics
Duties and Responsibilities
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Deliver presentations or training using acceptable methods and techniques
Develop curriculum, learning objectives, and course material
Responsible for Training the New Hire program, teaching and validating requisite skills and behaviors
with consistency are key job functions.
Facilitates ongoing and enhancement training and may be assigned for specialized training projects.
Maintains Subject Matter Expertise for the program being handled by knowing up-to-date products and
services, policies, processes and procedures
Provides feedback to the Training Manager/Site Director/Global Training Leaders to identify gaps in
training and other areas of opportunity
Attends training meetings and responds to emails and phone calls to insure all program information is
documented and updated
Gathers documents and distribute clear information from updates received by global training and/or
client
Assists in monitoring Associate calls and performance to identify gaps in training
Works with the Quality and Leadership Team to assist in the quality improvement process of the
account
Participates in calibration meetings to ensure information being trained is updated at all times
Extracts/generates training reports such as class attendance and performance records, as well as
furnishing other training requirements as determined by the program or account operations
Maintain product knowledge by handling customer service phone calls 40 hours per month
PERSONAL DETAILS
Date of Birth: November 16,1986
Nationality: Filipino
CHARACTER REFERENCE
Maria Beatrice Marquise Lim
Site Director, Convergys Sprint
Banawa, Cebu City-
Andrew Dy
Master Trainer, Convergys Sprint
Banawa, Cebu City-
Mark Bundac
Training Manager, 411BPO
Wipro Bldg. Lahug, Cebu City-
