Customer Service Training
Resume:
Ruth Pedrosa Mocorro
Block ** Lot ** Phase * Bloomingdale Subdivision, Iponan, Cagayan de Oro City, Philippines
+639**-***-**** l +639**-***-**** l ****.*******@*****.***
Training Manager (BPO) / Customer Service Professional / Corporate Trainer / Network Engineer
More than 1 year managerial position for Training & Development focusing on new hire recruiting and onboarding, outlier
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management and performance improvement training for incumbent agents
Over 4 years of supervisory experience for a training development team of 15-20 members
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With more than 3 years extensive experience in the development and implementation of training materials aimed to
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enhance language, accent, customer services and sales competencies of personnel in a BPO setting
Almost 2 years of supervisory experience in handling day-to-day business center operations in a customer service support
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(call center) environment
More than 2 years teaching experience in data security, C++ and Java programming, and Computer Graphics for tertiary
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education
With more than 5 years of experience in network design, installation, configuration, administration and troubleshooting of
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LAN/WAN infrastructure and security
Effective problem solver, proven leader and team player. Adept in communicating with technical and non-technical
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audiences, including strong presentation and writing abilities.
Great command over reports, both presentation and analysis – data analytics, business reviews, performance evaluations
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Education
MINDANAO STATE UNIVERSITY – ILIGAN INSTITUTE OF TECHNOLOGY (1998-2002)
Iligan City, Philippines
B.S. in Information Technology Major in Business Software Development l Graduated Cum Laude
Technology Summary
Certifications: CompTIA A+, CompTIA Network+
Systems: Windows 7/Vista/SP/2000, Mac OS X
Databases: Oracle8, Relational Databases
Languages: Visual Basic, SQL, HTML, C++, Java
Software: Adobe Photoshop, MS Visio, MS Office, Windows Movie Maker, Macromedia Flash
Technologies: Wi-Fi, LAN, WAN, VPN, VOIP, SOHO networking
Professional Experience
Concentrix Services Corporation – Cagayan de Oro City, Philippines
Training Manager (July 2013 to present), Supervises a team of 20-35 from 2 different locations (Cagayan de Oro and
Davao); directly responsible in all client engagements and inter-department coordination necessary in the delivery of
training programs; formulates short-term and long-term training plans that will be carried out for all contact center
employees;
o Manages implementation of training requirements on products, processes, communication skills, customer
service and sales
o Works closely with Program Leads (Operations) and Quality Assurance team to address skills opportunities in
the aim to improve performance on CSAT, FCR, NPS, AHT, Sales Conversion/RPC
o Monitors training requirements and performance improvement initiatives for 8 different accounts – technical,
customer service and back office support through phone, chat, email, social media, and leads generation
o Works with PMOs and client managers on process documentation, LMS maintenance as well product testing
prior to launch
o Mentors and coaches team members; provides regular feedback on performance evaluations
o Prepares and executes strategic plans on training delivery, resource management, and employee
development
Soft Skills and Sales Training Supervisor 2 (May 2012 to June 2013), Supervises a team of 15-20 soft skills, sales, and
product trainers; handles coordination with clients and department heads to create and implement appropriate
training, development and succession programs; assists Recruitment team in talent filtering and onboarding; designs
generic communication and sales training programs that will be implemented for all sites of Concentrix.
Training Supervisor (2010 to April 2012), Supervises a team of 10 product trainers; responsible in trainer hiring and
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development; monitors trainer effectiveness through performance evaluation and progress monitoring of training
initiatives; designs training plans; works closely with account managers and prepares strategic training plans.
Senior Product and Process Trainer (2007-2010), Responsible in the delivery of training programs for new hire, skill
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upgrade and refresher trainings; provides coaching and mentoring for Junior Trainers; designs and executes training
content and programs; conducts training needs analysis.
Team Leader/Team Supervisor (2006-2007), Oversees a team of 12 to 15 Level 1 Technical Support Professionals; major
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metrics – CSAT, AHT, First Call Resolution, Case Closure
Product Support Specialist (2006), Tier 2 Phone Technical Support for NA, APAC, and EMEA queue; Advanced networking
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configuration – VPN, VoIP, Network specialty devices like entertainment systems, printers, and netcams
Product Support Representative (2005), Level 1 Technical Support (Phone) for North America customers of a computer
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networking brand; Internet setup and network configuration
Selected Contributions:
Certified Facilitator for People Development Training, Internal Certification Program
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A member of the Internal Quality Audit team that ensures adherence to the ISO standards by ensuring that processes,
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work instructions and documents are organized and well documented
Assisted in the startup of several accounts related to technical support and sales processing
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Directly responsible in the logistical support for trainings and preparation of performance and statistical reports for both
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external and internal clients
Authored major process documentations and help defined training procedures including the standardization of the Soft
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Skills and Technical Training modules from all TAC sites of Concentrix Philippines
Saint Columban College – Pagadian City, Philippines
IT Instructor, (2002-2005)
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Subjects Taught: Computer Graphics, Web-based Programming, C++ and Java Programming, Distributed Database
Systems, Software Engineering, Wordprocessor and Spreadsheets, Computer Fundamentals, Computer Security
Additional Information
Professional Qualifications and Certifications:
CompTIA A+ (IT Technician) since September 26, 2008 (CareerID Number COMP001007664014)
CompTIA Network+ Professional since October 23, 2009 (CareerID Number COMP001007664014)
Affiliations:
President, Concentrix CDO Toastmasters Club, Toastmasters International
Awards and Recognitions Received:
2012 – Annual Top Performer Awardee (Synnex-Concentrix Corporation)
2010 – Annual Top Performer Awardee (Synnex-Concentrix Corporation)
2009 - Perfect Attendance of the Year Awardee (Synnex-Concentrix Corporation)
2008 – Annual Top Performer Awardee (Synnex-Concentrix Corporation)
2007 - Perfect Attendance of the Year Awardee (Synnex-Concentrix Corporation)
2004 - Graduated Cum Laude - Bachelor of Science in Information Technology (MSU-IIT, Iligan City)
Personal Details
Date of Birth: May 4, 1982 Nationality: Filipino
Place of Birth: Pagadian City Gender: Female
Civil Status: Married Religious Affiliation: Christian (Church of Christ)
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