Divina Joy Bautista-Manito

#*** *****, **** ****, ******** 4217

Email Address:

acgg2a@r.postjobfree.com

Mobile Number: 091*-***-****

Summary

Highly experienced Product and Cultural Immersion Trainer with seven years

training experience, dedicated in accurately assessing and enhancing

employees' progress and development.

Professional Experience

Product/Cultural Immersion Trainer

TeleTech Lipa

June 2007 - July 11, 2014

. Expert on facilitating new hire classes and ensures smooth Operations

transition. Part of this scope includes ensuring client logins

availability prior to Operations turnover, dissemination of schedules,

identification of designated team leaders and completion of the

recording request for quality monitoring.

. Active advocate in sharing possible resolutions to amend major KPI

concerns in a training standpoint during remediation plans, touch base

and calibrations sponsored by both the client and the company.

. Primary author of product check points and assessments which are also

sent to the client partners to ensure parity over presented answers.

. Main contact for job aids and training materials creation focusing on

Quality drainers & FAQs. Client validates and even utilizes the

materials being sent and uploaded on an online portal domestically to

ensure all intended recipients' awareness. Completion rate is also

religiously tracked to ensure that maximum awareness is observed.

. Develops call handling call flow identifying failure points and

providing recommendations to resolve such. Utilizes Microsoft Visio

for these project types to effectively illustrate all possible

scenarios.

. Liaison of the US account training team and are ambassadors of the

newest tools and initiatives driving customer experience enhancement.

. Monitors attrition risks as early as Day 1 of Training to ensure that

coaching time is properly allotted to those tagged as priority

learners. Early detection of the strengths and weaknesses makes

coaching more effective thus promoting retention among the pool.

. Completes end of shift deliverables detailing how the shift was spent,

raising concerns that pose as threat on participants' learning and

specifying modules covered.

. Tasked to deliver cross trainings per clients' or Operations' request

to balance the required skill set considering the queue trend.

. Volunteers to take live calls most especially if the Workforce Team

declares All Hands on Deck. Provides floor support as well to ease

holding time of front liners who needs further assistance.

. Evaluate Nesting calls via side-by-side monitoring and provides real

time coaching highlighting the strengths and giving focus on

opportunities of the trainees by giving hints on techniques and best

practices.

. Skilled in facilitating US Culture Awareness which includes grammar

and communication training.

. Conducts call simulation that focuses on both effective communication

and product comprehension. Real time coaching is also top priority

after each simulation to envelope maximum learning absorption and

immediate practice to improve trainees' statistics.

. Coaches and issues corrective actions (CA) to employees who incur

violation of the Company's Code of Conduct. The employee's

acknowledgement and understanding of the CA

are also ensured.

Customer Service Representative

United Health Group (UBH)

TeleTech Lipa

September 2006 - June 2007

. Trained to handle provider (doctors and facilities) calls concerning

filed claims. Give all necessary claim and payment information

including check release date, check numbers, processing date, payment

breakdown, etc.

. Skilled in giving out benefit information and eligibility coverage for

members or patients.

. Expert researcher of claims that were denied or paid incorrectly that

needs to be sent back for correction or adjustment.

. Assist providers on concerns focusing on contractual status,

referrals, customary rate and demographic updates.

Restaurant Marketing Representative

Mcdonald's Lipa Bayan

April 2004 - June 2005

. Point of contact of the sales tracking of Happy Meal and toy

distribution.

. Conduct surveys about the latest products being introduced and get

real time feedback from customers. Reports are documented for

analysis.

. Handle customer complaints before it escalates to the restaurant

manager.

. Monitors food timers in the warmer bin to make sure that all products

are served fresh and informs product caller if a particular item needs

to be put away already

. Host birthday parties and school events like Christmas party, Fun Day,

Foundation Day, etc.

Additional Career Highlights

. Personally engineered an efficient way of communicating product

updates thru the use of creative job aids that appear as "comic

strips" and "vocabulary soups" which aims to entice the associates'

interest and participation. These aids are also sent by series to

increase following and continuity. Client partners adopted some and

cascaded to their own audience.

. Pioneered the launch of the healthcare account's CSAT training.

Developed the instructional materials to be utilized by the

facilitators as well.

. Mentored potential candidates to ensure next-in-line succession not

only for the Support Team but to Operations as well. Many are now team

leads and trainers.

. Pioneered the launch team of the Australian based telecommunication

account of TeleTech. Scope includes billing inquiries, product offers

and payment options.

. Lead trainer of the support delegates that was sent to Adelaide,

Australia for a train-the-trainer session covering direct debit option

for the same telecommunication account mentioned prior. Travel dates

were March 31 - April 8, 2009.

. Lead trainer of an account launch in Sta. Rosa delivery center. Stayed

for three months, from May 2009 - August 2009.

. Part of the launch of a healthcare account in TeleTech's Dumaguete

site. Trained from January 20 - March 13, 2014.

Academic Background

Tertiary

De La Salle - Lipa

J.P. Laurel Highway, Mataas na Lupa, Lipa City

BS Psychology

2003 -

Secondary

De La Salle - Lipa

J.P. Laurel Highway, Mataas na Lupa, Lipa City

1999 - 2003

Elementary

St. Joseph School

R. Soliman St., Lipa City

1991 - 199

Character References

Mr. Emmanuel Victor Cabrera

Compliance Manager

TeleTech

acgg2a@r.postjobfree.com

(092*-***-****

Mr. Ivan Villaruz

Associate Operations Manager

Tech Mahindra Ltd.

acgg2a@r.postjobfree.com

(091*-***-****

Mr. Elli Bryan Fajarito

Team Lead

TeleTech

acgg2a@r.postjobfree.com

(090*-***-****

Ms. Arlyn Berte

Training Coordinator

TeleTech

acgg2a@r.postjobfree.com

(094*-***-****

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