Sherelyn Buenaventura

SHERELYN FETTERS BUENAVENTURA Blk 3 Lot 5 Phase 2 Sorrento Subd Panipuan, Mexico Pampanga, Philippines--EDUCATION Tertiary: BACHELOR OF SECONDARY EDUCATION major in English, Undergrad Holy Angel University, Angeles City, Pampanga S.Y- BACHELOR OF SECONDARY EDUCATION major in English San Lorenzo Ruiz Center of Studies and Schools, City of San Fernando, Pampanga S.Y- Secondary: SAN LORENZO RUIZ CENTER OF STUDIES AND SCHOOLS City of San Fernando, Pampanga S.Y- Elementary: SAN LORENZO RUIZ CENTER OF STUDIES AND SCHOOLS, City of San Fernando NATIONAL COLLEGE OF BUSINESS AND ARTS, FAIRVIEW, Quezon City BAGONG SILANGAN ELEMENTARY SCHOOL, Quezon City MONDRIAAN CREATIVE MONTESSORI SCHOOL, Olongapo City WORK EXPERIENCE Microsoft Zune Customer Support Representative Sutherland Global Services Dec. 2, 2007 – Feb. 2008 Mentor/SME – Microsoft Zune Sutherland Global Services Feb. 2008 – March 2008 Microsoft Zune Product Trainer Sutherland Global Services March 2008-July 2009 Microsoft Zune Senior Trainer/ Training Specialist Sutherland Global Services July 2009 – June 2010 Clearwire Universal Care Teletech Customer Care Management June 2011 – August 2011 Clearwire Universal Resolutions Specialist Teletech Customer Care Management August 2011 – June 2012 Clearwire Technical Support Level 2 Teletech Customer Care Management June 2012 – October 2012 Clearwire Product Trainer Teletech Customer Care Management October 2012 – August 2015 Clearwire Trainer Lead Teletech Customer Care Management March 2015 – August 2015 Weight Watchers Product Trainer Teletech Customer Care Management September 2015 – June 2016 Weight Watchers Seasonal Training Supervisor Teletech Customer Care Management Novembers 2015 – January 2016 JOB DESCRIPTIONS: Tier 1 Customer Support Representative Responsible in answering basic queries from customers regarding Zune device, software, Microsoft Billing, etc. Perform basic troubleshooting steps for software and hardware problems. SME / Mentor Works hand in hand with a Team Lead. Meet up with clients for emerging issues or information that needs to be disseminated to Tier 1 Reps. Responsible in disseminating updates from clients through huddles and/or coaching sessions Conduct coaching sessions for bottom performers. Scrubs documentation of Tier 1 Reps. Follow up coaching if necessary Product Trainer Implements training provided by clients Evaluates trainees’ performance based on client’s metrics. Makes recommendations in endorsing trainees to production. Prepare Daily Training Summaries to keep all parties concerned updated with regards to headcount, training progress, performance management, and attrition. Senior Trainer/ Training Specialist Evaluates training materials prepared by instructors, such as outlines, text, and handouts. Coordinate, schedule and conduct business and technical training for new hires and current employees. Organize and develops, or obtains, training procedure manuals and guides and course materials such as handouts and visual materials. Produces training materials for in-house courses as appropriate. Amend and revise materials as necessary, in order to adapt to changes that occur. Facilitates the execution of all training plans. Evaluates training effectiveness Universal Care Representative Responsible in answering basic queries from customers regarding internet connection and Clearwire Billing. Perform basic troubleshooting steps for internet connection using Clearwire modems. Universal Resolutions Specialist Responsible in performing advance troubleshooting steps for internet connection using Clearwire modems, VOIP, Dual Mode Modems (3g and 4g connection), Speed Issues, etc. Technical Support Level 2 Responsible in performing advance troubleshooting steps for internet connection using clearwire modems, VOIP, Dual Mode Modems (3g and 4g connection), Speed Issues, Port Forwarding, etc after unresolvable by URS (Universal Resolutions Specialist). Trainer Lead Responsible in facilitating T3 sessions as needed. Provides operational implementation support to leadership development initiatives through conducting triad sessions, providing feedback on effective action plans and other activities as prioritized by GLD leadership. Implements set program and course policies, procedures and processes in the site to ensure effectiveness, resource maximization and internal client satisfaction. Assists operational program leaders in planning course offerings and schedule of courses. Contributes ideas in the planning, execution and continuous improvement of activities/ courses/ policies/ processes. Assists in development of course design, instructional materials, evaluation and post-event tools. Prepares and presents during Quarterly Business Reviews. Seasonal Training Supervisor Responsible in supervising staff trainers on a full time-time basis.  Determines training needs for client-based programs.  May design, develop and deliver training programs and project continuation training or work in supporting the trainers in this.  Coordinates client-delivered training.  Designs, administers and analyzes training evaluations; evaluates and administers alternative training methods.  Develops and maintains training, participant and reference materials, and equipment.  Works with other staff trainers to further develop their project management skills and provides developmental guidance to enhance their training skills.  Acts on behalf of the QA/Training Manager, as needed.  Completes special projects as required. TRAININGS AND SEMINARS Suth Trainer Lite - Sutherland A three day seminar that entails discussion of adult learning, facilitation skills training, leadership and management skills training. Trainer 101 - Teletech A three day training which tackles trainer responsibilities and teaching strategies. Hiring Only The Best (H.O.T.B.) - Sutherland A seminar that talks about how to screen and hire the best employees needed for the company and client specific account. Teacher Education Students’ Congress Region III (March 2011) A seminar that tackles K+12 educational system, preparation for the NCBTS-based LET, Operationalization of the Experiential Learning Courses (ELC) and its implication for hiring guidelines, hiring guidelines for Teacher 1 positions and the code of ethics for teachers. BOSH (Basic Occupational Safety and Health) Training A 40-hour course mandatory for designated safety officers or those whose work revolves around safety and health in the Philippine workplaces. It tackles key OSH concepts, principles and practices that are foundational knowledge requirements applicable in almost all industries.