Training Customer Service
Resume:
[pic]
DIOMEDES M. TORRES JR.
#** **** ******, *********** ****. Brgy. Don Bosco, Betterliving Subd.
Bicutan Paranaque
Cell: 091********
Email : ************@*****.***
objective
Obtain a position at Successful Company where I can
maximize my management skills, quality assurance,
program development, and training experience.
Experience
June 3, 2013 to Present - Ignited Game Services
Philippines BPO, Inc.
HR/QC Manager (Human Resource & Quality Control)
Responsible for Recruitment and Placement
Profiling and selecting the best candidate for the job
role.
Hiring Process (external/internal)
Induction of employee after joining the company.
Compliance with corporate and local policies, rules and
regulations.
Revise company policy base on the Philippine labor
code.
Develop a strategic approach improving employees'
quality of work.
Implementations of new and existing company rules &
regulations.
Ensuring Compensation & Benefits for employees
Creates Rewards & Recognition programs to improve
attrition.
Oversees admin staff with payroll and other monetary
incentives given to the employees.
Conducts Training and Organizational Development
Facilitates any training and organization development
needed for employees.
Conducts (internal) leadership training for Product
Managers.
Corporate Social Responsibility Management
Ensuring balance within the organization in terms of
profit and accountability of the stakeholders, managers
in the company. Create objectives for primes or
stakeholders.
September 1, 2011 to April 8, 2013 TELUS International
Philippines Taguig, Philippines
HR-BP (Human Resources Business Partner)
Responsible for developing, recommending and promoting
Human Resources policies and programs on a business
partnership approach and providing guidance in the
interpretation of policies as they relate to team
members and company objectives.
Conducts career counseling sessions with employees to
provide Team Members with a broader perspective of
career possibilities within the company.
Assisting in handling team members' grievances and
cases by conducting in-house investigations in order to
observe due process.
Responsible for providing Team Member a better healthy
living program and recommends retention and engagement
initiatives by constant implementation of existing
Employee Relations programs.
Consolidate data and analyzes data reports on
attrition, exit interviews, career counseling and
employee grievances and utilizes these data to
recommend, suggest, and implement improvements to
current organizational systems and structures.
Provides the necessary data to higher management for
approval of action plan recommended.
Seminar Attended:
Know the Rules: Corporate Compliance - DOLE, SSS and
BIR seminar
October 25, 2011 (Certificate of Attendance)
August 27, 2007 to August 31, 2011 TELUS International
Philippines Taguig, Philippines
Training Officer (Technical Account)
Responsible for New Hire agents Training and
Development.
Conducting Cross-skill training for tenured agents
from/new Line Of Business.
Responsible for reporting Weekly Business
Review/Quarterly Business Review straight to clients.
Facilitating Orientations, Up-skill Training, Sales
Training, Coaching.
Responsible for submittion of Daily & Weekly Dashboard
reports to internal clients (Operations, QA, Training).
Responsible in mentoring aspiring Training Officers.
Developing training modules needed for problem analysis
and decision making (agents opportunities).
Notable Achievements:
Best Training Officer 3rd Quarter '07.
Yellow Belt Six Sigma Certified (TELUS) June 14, 2008
Program Mastery in Training Needs Analysis, Business
Presentation Skills August 18, 2008.
Sent to USA for Training Aug 30, 2008 San Dimas, CA
Technical Account Magellan GPS.
Sent USA for Training June 13, 2009 Palo Alto, CA
Technical Account OOMA- VOIP.
July 12, 2006 to August 16, 2007 CONVERGYS Alabang,
Philippines
Call Center Agent
Receive inbound calls from subscribers regarding their
mobile handsets billing problems and issues, as well as
credit card payments.
Answers subscriber's questions, as well as to obtain
full understanding of what information is being
requested.
Documents all calls with regard to subscriber's
inquiries accurately using Call Tracking System.
Provide quality customers service on every call.
Communicate clearly and effectively with the
subscribers.
Promote good listening skills.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Notable Achievements:
Top 9 as Customer Service agent
Recommendation from Team Leader to become a Level 2
agent
2002-2004 SVI Connect
Ortigas City, Philippines
Training Officer
Facilitated classroom and on-the-floor training to new
hires and tenured agents
Developed training modules used in new hire and
on-the-floor training initiatives
Provided Training Needs Analysis to the Training
Department for issue-specific training needs
2001 SVI Connect
Ortigas City, Philippines
Call Center Agent
Placed outbound telemarketing calls to consumers in the
US
Provided upselling services to inbound sales calls
1996 D. Torres Trading Para aque City, Philippines
Owner/General Manager
Responsible for communicating with customers on selling
fruits and vegetables.
Served as source of information for all matters
concerning perishable goods for selling.
Responsible for marketing our products.
Attends immediately to customers needs to achieve
customer's satisfaction.
1994 Jollibee Corporation (Megamall Branch)
Mandaluyong City, Philippines
Service Crew/Counter
Responsible for taking customer orders.
Responsible for preparing food and drinks.
Responsible for maintaining cleanliness within the area
of responsibility.
1989 Brestlers Ice Cream Parlor Houston, Texas,
U.S.A.
Service Crew/Counter
Responsible for taking customer orders.
Responsible for preparing preparing cone and ice cream.
Responsible for maintaining cleanliness within the area
of responsibility.
Responsible for the inventory of stocks
Responsible for preparing checklist of orders.
Education
1992-1996 Far Eastern University Manila, Philippines
Bachelor of Arts, Major in Business Management
1989-1991 AMA Computer College Quezon City, Philippines
Bachelor of Science in Computer Engineering
1985-1989 Saint Rita College Para aque City,
Philippines
Secondary Education
1979-1985 Saint Rita College Para aque City,
Philippines
Primary Education
Skills
Knowledge in Windows Operating Systems (Minor Hardware
and Software Troubleshooting)
Knowledge in Microsoft Office Applications
Knowledge in preparation of Processed Food
Driving, Drawing, Carpentry and Lettering
character reference
BOBBY L. BADILLA
Vice President
Carmel Import-Export Corporation
Contact No.(s): 823-5529 / 822-7577
John Joel O. Pelayo
Director - Learning and Development
TELUS International Philippines
Contact No. 917-***-****
Contact this candidate