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Training and Quality Assurance

Las Pinas, National Capital Region, Philippines
150,000- Negotiable
January 11, 2017

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#* ******** **., ***** *******, Las Piñas City

Cellphone no.: 099******** email:


A self-motivated certified trainer and DHL Certified International Specialist (CIS) and a pro-active proponent of customer centricity with solid years of background in customer facing interactions in the leading logistics, hospitality, education, contact center industries and IT Helpdesk. A certified Quality Assurance Professional, award-winning Toastmaster leader and a creative person of letters; contributor-writer in various DHL communications channels and a multi-lingual professional who has lived and worked in different countries. Finalist of 2015 Regional DHL Global Business Services Awards under “Employer of Choice” category and recipient of IT Services Director’s Choice Award for her initiative, “Towards a More Customer-Centric IT Services.”


Oct/2013 – Oct/2016 DHL GBS, Customer Support, SA Heredia, Costa Rica

Training & Quality Consultant, Global Service Desk

Represents IT Services Costa Rica in the Global Training, Quality Assurance and Knowledge Management Team’s collaboration and initiatives for global alignment and standardization of Service Desk trainings and Quality Assurance processes and organization; ensures effective delivery and assessment of Global Service Desk’s training programs and service desk quality standards and assurance.

Works with Business Partners of different Business Units on projects to uplift the Training, Quality and Knowledge Management standards of ITS Service Desk to delight our internal customers. Acts as a touchpoint for various global business partners in carrying out service improvement plans and actions.

Mentors and coaches Service Desk Specialists and agents on proper Incident Management (IM) process handling, collaborating with BU Leads in suggesting and executing action plans for improvements.

Leads and coaches Business Unit team QAs and Internal Trainers on strategy and techniques in giving feedback, coaching and QA calibrations and acts as a consultant for incident management processes and standards.

Handles customer feedback management and critical customer escalations from various Business Units to address and resolve customers’ issues to their satisfaction. Represents ITS Costa Rica Training and Quality department and participates in monthly Global Service Reviews.

Incidental responsibilities include but not limited to acting as the internal communications specialist for our site liaising and submitting write-ups and articles to global communications team for team visibility and marketing.


Author and Facilitator – Global IT Services Customer Centricity Certification Workshop (2015- 2016)

I developed, designed and implemented “Customer Centricity Service Education Workshops” and conducted the trainings both for our Costa Rica, Malaysia and Atlanta, Georgia, United States sites. This initiative won as a finalist in the 2015 GBS Regional Awards under the “Employer of Choice” category and the same was given a special citation by IT Services’ Managing Director.

Certified Call Center Quality Assurance, Certification #092*******, Sta. Barbara, CA, U.S. (September 2016)

I successfully passed the Quality Assurance certification conducted by the Benchmark Portal, College of Call Center Excellence. I have successfully completed the requirements for Strategy, Culture, Behavior, Forms, Coaching, Feedback, Time Management, Recognition and Technology.

Certified Instructor - HDI (Help Desk Institute), Colorado Springs, U.S. (Oct 2014 to Present)

I was certified by the Help Desk Institute (HDI) to conduct and give certification trainings to employees for courses such as “Support Center Analyst,” “Customer Service Representative,” and “Desktop Support Technician.”

ITS Waste Buster Award, IT Services Costa Rica (May 2014)

Our Costa Rica Brainstorming team under my leadership was given the Waste Buster recognition for implementing continuous improvement initiatives in the desk. The team modelled how to avoid wasting time when conducting regular team meetings while at the same time still be productive in the daily operations.

Certified Trainer -Western Kentucky University, U.S.A. (August 2012)

I was certified by WKU, USA to be a world-class facilitator. I was conducting soft-skills and process trainings at DHL ITS Asia Pacific Service Desk as a certified trainer.

Writer/Contributor Communications Champion Americas: DHL IT Services Weekly Bulletin and Internal BPSC Updates Newsletter- (2010 –to Present)

I have been a regular contributor of write-ups and feature articles to our company newsletters and team journals.

I was the Communication Champion for our ITS Weekly Bulletin representing the Americas Region in the Global Communications of IT Services.

Disaster Response Team ( DRT-Asia Pacific) Member (2010 – 2012)

I was selected to be one of the five DRT team members from Cyberjaya, Malaysia to be trained in Singapore for DRT related activities including shipment stacking and warehousing inventories, first aid and physical endurance training to prepare for DRT deployment assignments within the region.

ITIL Foundation v3 Certified, ( 2012 )

Completed CompTia+ IT Technician (Test 220-602), score: 94

TESOL (Teacher of English for Speakers of Other Languages) & Advanced Business English – TQUK, United Kingdom/ Online Continuing Studies (October 2012)

I am a TESOL& Advanced Business English accredited Teacher of TQUK (Total Quality United Kingdom. I am an English language coach and instructor.

Club President – DHL Cyberjaya Toastmasters International ( 2012-2013 )

Toastmasters Club is an international entity/community club of professionals and university students who aim to improve their communication, presentation and leadership skills. Our club has achieved “Distinguished Select” status during my leadership for successfully completing the Key Performance Indicators (KPIs) set by Toastmasters International Club.

I was the Champion Evaluator during Area Level Toastmasters International Speech & Evaluation Competition (2012)

I was the Champion Humorous Speaker 2012 at the Area Level Toastmasters International Speech Competition.

Leadership Certification recipient, for successfully leading and co-emceeing DHL IT Services Cyberjaya’s first Culture Week event/celebration (2012)

Brainstorming Team Leader – ITS Cyberjaya & ITS Costa Rica (2010 – 2014)

I was the first Brainstorming Team organizer at Cyberjaya Service Desk. We were able to propose and implement several process improvement ideas that were adapted by regional Service Desks.

August /2006 – Oct/2013 DHL- ITS Asia-Pacific Information Services Sdn Bhd Cyberjaya, Malaysia


SME (Subject Matter Expert) for Incident Management Process and communications, responsible for training and coaching Service Desk staff in regards to call and ticket handling to improve their ticket and call quality index scores and improve customer satisfaction on language barrier.

Handled high-impact escalations, complaints and CPS (Customer Perception Survey) feedback callbacks and owned the callbacks and customer survey process.

Responsible for drafting and proposing Soft-Skill-related training materials and handle its implementation for the identified target groups.

March 2004– August 2006 Convergys Alabang, Muntinlupa City, Philippines

Resolution Officer/ Accounts Manager

Attended to day-to-day floor escalations & resolved customer complaints of DirecTV subscribers located in the United States in regards to their DirecTV subscriptions.

First-level technical troubleshooting and explaining billing concerns to customer.

Upselling of DirecTV products and services with total customer satisfaction in each and every call encountered.

May 2002 – Jan 2004 Intercontinental Hotels Group Makati City, Philippines

Bilingual Accounts Representative

Assisted Intercontinental Hotels Group’s guests with their hotel reservations over the phone.

Promoted Priority Club membership to all callers and responsible for handling individual/personal accounts of new and existing Priority Club members.

July/1999 –July/2000 Australian Embassy Makati City, Philippines

Public Relations Assistant

Acted as information assistant handling inquiries and coordination with the public institutions and/or VIPs for “All the Best from Australia Festival” program.

Liaised and assisted the Public Affairs Department on all its cultural programs and events including but not limited to writing drafts and articles for the event’s press releases.

May/1995 – June/1999 Federal Express (FedEx) Manila Int’l Airport Rd., Philippines

Territory Accounts Manager

In-charge of accounts area management and conducted sales calls, sales presentations, accounts maintenance and securing new accounts for FedEx.

Handled telemarketing, promotional activities and trade shows for the area/territory assignment in line with securing new accounts and achieving increment accounts from FedEx customers.


1989- 1993 University of the Philippines Diliman, Quezon City, Philippines

Bachelor of Arts in Political Science

Minor in Economics and Philosophy

Scholarship recipient of Philippine Judicial Academy, Supreme Court of the Philippines for Court Referred Cases for Mediation.

Award: “Peacemaker’s Circle Society” – for mediating the most number of civil cases in the assigned Regional Trial Court and Municipal Trial Court.


Nationality : Filipina Religion: Catholic

Civil Status : Divorced Birthdate : 18 May 1972

Language Spoken : English, Filipino, Spanish, Bahasa Melayu Number of children : 2


Victor Miguel Hurtado Chicata

DHL Supply Chain US & Canada, Williams Lea Team Manager

IT Services Costa Rica

Contact number: (506) ********


Sylvia Alfaro

Solutions Delivery Consultant/ Project Manager

DHL IT Services

Costa Rica

Contact number: 6040 0558


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