Responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Convergys in support of client programs to ensure superior workforce preparation with best in class service and delivery. 1. Facilitate the training of classes as required. 2. Facilitate language and culture training. 3. Facilitate language certification for recruiters. 4. Handles Boost class for failed Concentrix applicants. 5. Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment. 6. Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities for technical, customer service, and sales accounts. 7. Evaluate the performance of agents using tools available such as assessments, playbook observations, etc., and provide recommendations under the guidance of the Trainer and Training Manager IBM Daksh (July 2011 – April 2013) Customer Service Representative/Subject Matter Expert • Assist customers with their online orders. • Assist customers with their Kindle Issue. • Act as a point of contact and assist agent in takingcalls. • Became a Subject Matter Expert after 7months. • Coaching and doing Root cause analysis for low performing agents. • Teleperformance Philippines Incorporated (Aug. 2007 – July 2011) Technical Support Representative Customer Service Representative • Assist customers with their DSL connections. • Configure modem/router for the customer using DSL internet service. • Troubleshoot some computer issues and portal issues ofthe customer. • Act as a point of contact and assist agent in takingcalls. • Handles uptraining for new updates. • Do mentoring of new hire agents. Quality Information Research International Incorporated (Oct. 1999-July 2007) Data Encoder • Achieve the Incentives in production and attendance. • Chosen to be the alternate receptionist, attends to the needs of the co-employee and calls. American International Credit Card (Oct.1998-Oct.1999) Data Encoder/Clerk • Achieve to be top in the delivery of new and renewed credit cards. • Able to give better rerouting of the messengers and reconcile the cards for the day. Manila Electric Company (MERALCO) (Jan. 1997-March 1998) Clerk/Data Encoder • Achieve to be top in the Collection Department for 6 consecutive months before the system was revised. • Able to meet customer satisfaction through good customer service