Customer Service Manager

Erlyn L. Trinidad

** *********** **., ***** **** Village Cainta

Cainta, Rizal 1900

Landline: +632-***-****

Mobile Phone #: 099*-*******

Email: *************@*****.***

HIGHLIGHTS OF QUALIFICATIONS:

Highly tasked and output oriented, learned to work well under pressure and consistently meet strict deadlines.

Highly developed organizational skills and with the ability to work in a self-directed manner.

Strong verbal and written communication skills, along with the ability to work well in a team-oriented environment.

Strong skills in time management, prioritizing tasks and meeting deadlines.

Reliable, responsible and efficient.

WORK EXPERIENCE:

Sun Life of Canada (Philippines) Inc.

Insurance and Investment Advisor

April 2011 to Present

Build and maintain client bases, keeping current client plans up-to-date and recruiting new clients on an ongoing basis.

Reach out to existing clients periodically to determine if there have been changes in their financial status.

Explain and document for clients the types of services that are to be provided, and the responsibilities to be taken by the personal financial advisor.

Interview clients to determine their current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance, and other information needed to develop a financial plan.

Provide financial literacy campaigns for employees of both existing and prospective corporate clients.

Monitor financial market trends to ensure that plans are effective, and to identify any necessary updates.

Stellar Global Solutions Philippines

Client Services Manager

July 2010 to August 2011

Communicates with company clients concerning acquiring new lines of businesses, staffing, and client expectations and pricing models.

Collaborates with internal partners like the operations team, quality and training teams to ensure that client goals are met and exceeded, and client requests are accomplished in a timely manner.

Sets up and facilitates weekly touch base meetings with the clients to update them of performance highlights and trends.

Conducts case studies, such as trending analysis for specific key performance indicators to provide suggestions and insights on how to counter rising negative trends and sustain positive trends.

Collates data and performance snapshots to be used in weekly performance review.

Ensure the department operates efficiently according to program and company measures.

ePerformax Contact Centers Corporation

Management Trainer

June 2008 to December 2009

Conduct and facilitate management training for newly promoted and externally hired officers on how to properly provide coaching and feedback.

Certify officers who successfully finished classroom training via coaching and feedback simulation.

Coordinate with different Program heads to identify each programs current need in terms of Management Training.

Update the Management Training calendar of activities and Management Training database.

Conduct audit sessions in operations to ensure that the Principles being taught in Training are being applied in actual coaching and feedback sessions. Praetech Inc.

Sept 2006 to November 2007

Manager, Training and Operations

Regularly coordinates with existing clients of the company and sets up conference calls with prospective clients.

Establishes policies, procedures, systems and scorecard measures for both training and operations.

Collaborated with Human Resource to establish company’s code of conduct.

Creates campaigns for goal awareness and improvement of program performance.

Analyzes and maintains all service level and contractual requirements.

Ensure the department operates efficiently according to program and company measures.

Determine appropriate staff-management levels and implement strategies to ensure efficient operation of the department.

Provides prompt and objective coaching, counseling and motivation to team leaders.

Coordinates plans and assigns work for staffs in accordance with the organization’s policies and applicable client requirements.

Experienced in training design, development and facilitation.

Coordinates with recruitment for establishing skill set requirements for each account. Convergys Philippines

May 2006 to Sept 2006

Senior Team Leader

Providing coaching and feedback for new team leaders

In-charge of the development of team leaders who just came out of management development training.

Officer-in-charge for the whole cluster in the absence of Operations manager

Takes in escalated manager calls

Subject matter expert/In Team Trainer for the email response team

Alternate champion for CSAT/POSE (Customer Satisfaction/Point of Service Evaluation) metrics

September 2004 to April 2006

Team Leader

Part of the Pioneer team for the program.

Team leader of two teams for eleven months.

Awarded Best Coach for the months of February 2005 and April 2005 amongst 60 coaches

In Team trainer - Trained thirteen classes of agents for a one week training for Cyber Response, both for Tier 1 and Tier 2

1 of only 2 Key Contributor Team Leads for the program for 2005

Promoted agents to different positions such as Team Leads, In-Team-trainers and transition coaches, Quality assurance specialists and Time keeping specialists. August 2003 to Sept 2004

Customer Care Representative

Inbound sales Customer Care representative.

Mentors new hires of the team in transitioning from training to operations.

Team OIC appointed by TL during Management meetings.

Consistently met and exceeded conversion rates targets for both direct response and financial.

Etelecare International

October 2002 to July 2003

Outbound Telemarketer for the first 2 months. Consistent top seller.

Part of pioneer team for inbound sales program for digital satellite broadcast.

Member of Sales Boost Committee and Subject Matter Expert

Work Order Review project head

EDUCATIONAL ATTAINMENT:

1997 – 2001 University of Santo Tomas

BS Commerce Major in Business Administration

Was consistently part of the top 10 for

departmental exams, Class president during Pre-

commerce (1997-1998).

1993 – 1997 University of Santo Tomas

High School Diploma, March 1997

Vice President – Music Society

Literary Staffer – Aquinian (official paper of the UST High)

SEMINARS AND TRAININGS ATTENDED:

September 2005 Team Leader Development Program

Convergys Corporation, Insular Bldg

September 2005 Success through People

Convergys Corporation, Discovery Suites

December 2005 Performance Management Appraisal

Convergys Corporation, RCBC Auditorium

August 2006 Leader’s Townhall

Convergys Corporation, Adidas Sports Clinic

Fort Bonifacio, Taguig

August 2008 TIER Management Training

ePerformax Contact Centers Corp.,

August 2008 COACH Management Training

ePerformax Contact Centers Corp.

May 2009 Train The Trainer

ePerformax Contact Centers Corp.

May 2009 DISC Profile Assessment

ePerformax Contact Centers Corp.

June 2009 Systems Thinking

ePerformax Contact Centers Corp.

Nov 2010 High Impact Presentation

Dale Carnegie

Jan 2011 Problem-Solving and Decision Making

Stellar Global Solutions Philippines

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