Venus Repangue

VENUS CAGAS REPANGUE PERSONAL INFORMATION ADDRESS:Block 8 Lot 15 DECA Homes Subdivision, Cabantian Davao City 8000 Philippines EMAIL ADDRESS-|- CONTACT NUMBERS:- EDUCATIONAL BACKGROUND ELEMENTARY:Prof. Hermann Gmeiner School Holy Cross of Davao College Bajada, Davao City -) HIGH SCHOOL:Holy Cross of Davao College Sta. Ana Avenue, Davao City -) COLLEGE:University of Southeastern Philippines Bo. Obrero, Davao City -) Graduate COURSE:Bachelor of Science in Computer Science (BSCS) AWARDS/CERTIFICATIONS SCENARIO-BASED LEARNING (SBL) CERTIFICATION November 2012-May 2013 Certified Trainer SCLP CERTIFICATION August 2012 Certified Trainer KNOWLEDGE SPACE CERTIFICATION (FOR CHAT) September 2012 KS CHAT SCORE: 100.00% BERLITZ CERTIFICATION (AMERICAN ENGLISH) Certified Berlitz (American English) Trainer CERTIFICATE OF ACHIEVEMENT (Above average QA Score of 92.53%) November 2005 G-Com Ltd. QUALITY AWARDEE (Excellent QA Score of 100.00%) October 2005 G-Com Ltd. CERTIFICATE OF ACHIEVEMENT (Above Average QA score of 96.57%) September 2005 G-Com Ltd. CERTIFICATE OF ACHIEVEMENT (Above Average QA score of 96.71%) August 2005 G-Com Ltd. TRAININGS / WORKSHOPS ATTENDED SIX SIGMA YELLOW BELT WORKSHOP Marco Polo Hotel, Davao City October 13, 2015 HISTORY OF CUSTOMER SERVICE Sutherland Global Services Luisa Square IT Bldg., Davao City September 2012 SUTHERLAND CONSULTANT AND DEVELOPMENT TRAINING Sutherland Global Services Luisa Square IT Bldg., Davao City August 22-24, 2012 (with teach back) INSTRUCTIONAL SYSTEMS DESIGN WORKSHOP Cyber City Teleservices Philippines, Inc. Lioc Kui Fraternity Bldg., 16 Sobrecarey St., Davao City November 2007 SUPERVISORS’ TRAINING (SUP 101 TRAINING) G-Com Ltd. Lioc Kui Fraternity Bldg., 16 Sobrecarey St., Davao City May 2007 GLOBAL CALL CENTER EDUCATION PROGRAM Global Call Center Education Career Clark Polytechnic Foundation, Inc., CSEZ Clarkfield, Pampanga June – May 2004 WORK EXPERIENCES SENIOR TEAM LEAD / ACTING ACCOUNT MANAGER Offourcing Philippines, Inc. 238 Araullo Extension, Andreliz Building Davao City, 8000 Davao del Sur July 03, 2017 – March 7, 2018 Managed a fashion account that handles email, voice, and chat support Responsible for the hiring of consultants for the account Trained newly-hired consultants for process and account basics Led a team of email, voice, and chat consultants Weekly touch-base with clients for process improvement, QA calibrations, planning, and account updates Implemented process and internal changes Worked closely with clients to conduct deep dive exercises Worked with OS executives for the monthly business and account review STAFFING OPERATIONS TEAM LEAD Appen Philippines 3/F Metro Lifestyle Complex F. Torres St & E. Jacinto Ext Davao City, Philippines 8000 April 2017 – June 02, 2017 Managed Staffing Specialists and Consultants Responsible for assigned full-cycle sourcing activities necessary to provide skilled consultants for global linguistic and web analytic projects in 80 countries and 150 languages Leverage online sourcing resources, the CareerBuilder Talent Network and E-Recruit to identify and attract the very best candidates Maintain performance records of Staffing Specialists and Consultants Led the continuous improvement of creative, effective, cost-effective sourcing strategies through tracking, monitoring and analyzing for effectiveness for assigned countries/markets Led the process of building and maintaining a pipeline of key talent to respond efficiently and effectively to project resource needs and the growth of the business Worked closely and collaboratively with managers and directors to improve recruiting processes and improve customer satisfaction and service level agreements Worked on cross-functional sourcing process projects Ensured that Staffing Specialists and Consultants follow the organization's policies and procedures ENGLISH LANGUAGE AND SOFT SKILLS TRAINER / INTERNATIONAL STAFFING SPECIALIST Appen Philippines 3/F Metro Lifestyle Complex F. Torres St & E. Jacinto Ext Davao City, Philippines 8000 December 2014 – April 2017 Developed and designed training for account-based and generic trainings. Trained and evaluated aspiring staffing consultants on language, customer service, soft skills, and the sourcing process. Conducted cross-trainings for tenured staffing specialists. Source, process, screen, and endorse candidates depending on the client needs. End-to-end sourcing for international client. HEAD TRAINER FOR ENGLISH LANGUAGE AND SOFT SKILLS– INTERNAL TRAINING DEPT. Offsourcing Philippines, Inc. 238 Araullo Extension, Door 9 Davao City, Philippines 8000 July 2013-November 2014 Monitored and evaluated trainers’ performance for appraisal. Conducted up-skills trainings for trainers. Conducted Leadership Training for the Service Delivery Team. Developed and designed training materials for account-based and fundamental trainings. Interfaced with Service Delivery Team for improvement plans. Trained and evaluated aspiring consultants on (English) language, customer service, and soft skills. SENIOR TRAINER FOR ENGLISH LANGUAGE AND SOFT SKILLS (Level 2.5) Sutherland Global Services Luisa Square T Bldg., Davao City April 2010-May 2013 Facilitated activity-based (English) language and soft skills training. Trained and evaluated aspiring consultants on language, customer service, and soft skills. Developed and designed training materials for Berlitz, account-based, and generic training. Monitored and evaluated trainees’ performance during nesting (OJT). Monitored and evaluated fellow trainers’ performance for appraisal. Interfaced with Service Delivery for improvement plans. TRAINER FOR ENGLISH LANGUAGE AND SOFT SKILLS (Level 2) Sutherland Global Services Luisa Square T Bldg., Davao City October 2008-April 2010 Conducted Berlitz (American English) training for two weeks in preparation for the final Berlitz assessment. Trained and evaluated aspiring consultants on language and soft skills. Monitored and evaluated consultants’ performance during nesting. CALL CENTER TRAINER I FOR ENGLISH LANGUAGE AND CUSTOMER SERVICE (Senior Trainer) GCOM Ltd. 16 Sobrecarey St., Davao City May 2006-April 2008 Trained and evaluated aspiring call center agents on the following modules: Call Center Overview; Call Center Technology; Active Listening; Telephone Personality; Accent; Communication and Presentation; Effective Telemarketing; Role playing; Conversational English and Simulation. CALL CENTER TRAINER FOR ENGLISH LANGUAGE AND CUSTOMER SERVICE / RECRUITER GCOM Ltd. 16 Sobrecarey St., Davao City January - August 2006 Screened and recruited applicants for call center agents’ position. CUSTOMER SERVICE REPRESENTATIVE GCOM Ltd. 16 Sobrecarey St., Davao City April 2005-January 2006 CUSTOMER SERVICE REPRESENTATIVE Cyber City Teleservices Ltd. Bldg. 2528 Corporate Office, Apo Court Cyber City IT Park , CSEZ, Clark Field, Pampanga June 2004 – April 2005 REFERENCES References are available upon request.