Training Customer Service

•handled all process related training for a telecommunications account

Startek-eNTEC Building, Teresa Avenue, Nepo Complex Sept 2013- April 2014 IQOR-Clark Freeport Zone, Phil Jan 2012-July 2013

PRODUCT TRAINER

GLEN C. TUAZON

Professional Experience:

AVP-Training

CONTACT DETAILS

0947.187.4839●****.******@*****.***●183 Orange Street Agusu Mabalacat Pampanga TRAINING SUPERVISOR

TRAINING OFFICER

May 2014- July 2015

•Directly supervises trainers of the LOB

•Does trainer observations and coaching for the trainers

•Plans weekly recursive trainings

•Plans logistics for current and upcoming classes

•Completes Internal and client facing reports

•Attends calibration sessions

•Attends Client calls that involve training concerns

•Attends FTE calls

•Facilitates weekly team meetings

•Tools access creation and troubleshooting

•Evaluates, creates, improves training materials (sales and softskills via chat medium)

•Conducts Up-training for leadership and management TRAINER

July 2015- PRESENT

•Conducts Communications training for voice LOBs

•Conducts Sales training for sales LOBs

•Conducts leadership training for support and leadership staff

•Conducts product specifics training

•Create materials based from TNAs by both trainng and quality

•Attends calibration sessions

•Attends Client calls that involve training concerns

•Evaluates, creates, improves training materials (sales and softskills via chat medium)

•Conducts Up-training for leadership and management Startek-eNTEC Building, Teresa Avenue, Nepo Complex dnata Travel Inc. - Philexcel Business Park Clark field Pampanga NCO Clark Philippines Inc. Nov 2008–March 2009

• Coordinated, scheduled and conducted process training for new hires and uptraining for tenured agents

•Evaluated, created, improved training materials (Customer Service, Billing and softskills-phone medium)

• Completed Training Team Deliverables - Training Invoice, Director's Reports, Client Facing Reports

• Overall Training POC

•Evaluated training materials, such as outlines, text, and handouts.

•Coordinated, schedules and conducts process and technical training for new hires and uptraining for tenured agents

•Organized and developed, or obtained, training procedure manuals and guides and course materials such as handouts and visual materials.

•Identified and assessed training needs of the program by conferring with managers and supervisors or conducting surveys.

•Produced training materials for current process as appropriate. Amend and revise materials as necessary, in order to adapt to changes that occur.

•Facilitated the execution of all training plans.

•Acted as a support fielding questions and issues from colleagues related to the process and / or systems.

•Handled related tasks as assigned.

•handled all process related training for a telecommunications account TRAINER

Sutherland Global Services July 2007 – Feb 2008

• Technical skills trainer

CENTER OF LEARNING

•Birthday- March 27, 1983

•Birthplace- Angeles City

•Civil Status- Single

•Religion-Roman Catholic

EDUCATION & TRAINING

TRAINING

LANGUAGES

•MICROSOFT OFFICE

o Microsoft Word

o Microsoft Excel

o Microsoft Power Poin

o Microsoft Publisher

•ADOBE

•TESDA (Technical Education and Skills Development Authority (Philippines)) o Training Certificate

o Training Methodologies I

•TRAIN THE TRAINER SERIES

o Training Framework (ADDIE)

Training Needs Analysis

Training Model Design

Training Materials Development

Training Implementation

Training Evaluation

o Learning Styles

o Class Facilitation/Classroom Management

COMPUTER SKILLS

ACADEMIC BACKGROUND

PERSONAL BACKGROUND

•Exceptional English Communications skills (Verbal & Written)

•Fluent in Tagalog and Pampango Dialect

•VOCATIONAL:

Certificate III in Hospitality- Commercial Cookery Clark Education City (Australian International Training Management Group) October 2010-November 2011

•TERTIARY:

B.S. Accountancy

Holy Angel University

Angeles City

2004 – 2006

B.S. Electronics and Communications Engineering

University of Santo Tomas

España, Manila

2000 – 2003

•SECONDARY:

Angeles City High School – Special Science Class

Angeles City

1996 – 2000

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