Online English Teacher and Customer Service (Email or Chat)

Dimple Pulvera-Tonzo

Door # S-** Geminie Compound, Sugarlandia Bacayan, Talamban, Cebu City

Cellphone No.:092********

Landline No.: 4180519

Skype ID: live: Dim Pol

Email Addresses: ***************@*****.***/***********@*****.***

Organizational Experience:

English Teacher Online and Offline

Freelance 2008 - Present

Summer and Winter Camp Teacher

Convergys (Healthcare Account)

April 2014 – Customer Service Advocate (Hired)

August 2014 – Subject Matter Expert

October 2014 – Tier 2 Intern (Taking escalations and consults from Tier 1 Advocates, Mentoring Tier 1 advocates)

March 2015 – Product Ready Trainer (Handles New Hires Training, Production’s Refreshers, Uptraining, Calibration, Coaching, Audit Calls)

Roles and Responsibilities :

• Preparing reports with a view to monitoring the performance & efficiency of new hires, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics

• Have been promoting knowledge sharing through the organization's operational business processes and systems

• Have been compiling content usage reports related to the knowledge portal.

• Provides coaching and feedback to let the Customer service rep know

about his/hers areas of improvements

• Audit, Evaluate and calibrate the calls.

• Update existing Curriculum/ Assist in Curriculum Development

• Update existing modules

• Create modules and FG

• Facilitate refresher sessions to tenured agents and Mgmt. Team

• Facilitate up training sessions to tenures agents and Mgmt. Team

• Certify newly hired trainers

• Facilitate workshop for aspiring trainers

• Conduct Validation Interview for the account – Final Interview

Achievements:

• Top Tier 2 Advocate.

• Provide training for new hires.

• Provide refresher training to tenured advocates.

• Create refresher training modules.

• Top Trainer

Workshops attended:

• Training 101

• Six Sigma (White)

• Time Management

• CCT T3 (Universal: Culture and Communication Training)

• Convergys Leaders as Coaches 1 and 2

• Identifying Depression

• Developing Emotional Connections

Academic Credentials:

• AB Christian Education: Completed 4th year 1st Semester in ETCP

• High School: Graduate

Language/s Known:

• English

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