I am a highly skilled professional with a 6-year of experience in the BPO industry, 4 years of which is as a Process Trainer. As a Process Trainer, I conduct training sessions to agents of different age groups. I create and customize learning materials based on the agents individual ----------- is my duty to make the discussion interactive, so it will result into a long term knowledge retention.
My experience in the BPO industry has made me a natural communicator with an excellent interpersonal skills. I started as a Customer Service Representative where I specialize in assisting clients through different channels such as call, chat and email. I was a consistent top agent so in just a few months I was promoted as a Subject Matter Expert wherein I assisted newly hired agents as well as my personal tea-----------mbers with their process related concerns.
I had a fast career advancement so in less than 2 years of being an Agent and Subject Matter expert, I grabbed the opportunity to acquire new knowledge and to help myself grow so I accepted the challenge to become a Process Trainer which opened doors for more opportunities. During my time as a Trainer, I was responsible for creating and developing Training materials for various support. I conduct training sessions and monitor the progress of each agent to ensure that they attained the expected outcomes.
I attended certification training courses and one of these is the LEAN Six Sigma which developed my problem-solving and analytical skills. Part of my job is to gather and analyze data, utilize the available resources to achieve maximum effectiveness. I am also proficient in various software and tools used in the BPO industry, such as Microsoft Office, Google Suite, and CRM software. I also create reports and talk to clients to ensure that we are in line with the goal.
