Santos, Violeta Palazo

Contact Info

Permanent Address : #Block 11 Lot 9 Phase 2 Camella Homes Tarlac City

Globe Mobile No. : +639*********

Email & Messenger : ad1wm8@r.postjobfree.com

Personal Particulars

Date of Birth : August 19, 1975

Place Date of Birth : AlabangMuntinlupa

Gender : Female

Nationality : Filipino

Permanent Residence : Philippines

SSS : 33-2170707-6

TIN : 188-350-303

Adept in Microsoft Word, Excel, Power point and Google Applications

Patient, Trustworthy, Efficient, Effective, Productive and God fearing.

Educational Background

Bachelor's/College Degree

Field of Study : Education

Major : English

Institute/University : Philippine Normal University

Graduation Date : April 1995

Elementary Diploma

St. Joseph’s College Quezon City: 1980-1985

High School Diploma

St. Joseph’s College Quezon City: 1985-1991

Employment History

Ateneo De Manila University

Katipunan Road, Quezon City

“

Position Title : Grade School Teacher

Position Level : Language and Reading Teacher

Specialization : Training & Development/Performance Management Team

Industry : Call Center/IT-enabled Services

Duration : June 1995– March 2007

Responsibilities:

Teach Language and Reading Subjects

Complete reports –weekly reports and monthly reports

Keep current with the latest training techniques and methods

Designs develop and facilitate recurrent training programs and modules for Training

Create Lesson plans on a weekly basis

Convergys Philippines

Convergys One Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200

Position Title : Customer Service Representative

Program : US Technical Support and UK Account

Position Level : Level 1

Specialization : Customer Service

Industry : Call Center/IT-enabled Services

Duration : March 2007–May 2007

Work Description:

Inbound Customer Service Agent for a Nationwide Directory Hotline.

Provides organized and accurate information about the campaign and/or product and deliver the best customer experiences/satisfaction.

Sutherland Global Services Philippines

IT Park II, Ninoy Aquino Highway, Tibag Tarlac city 2300 Philippines

Position Title : Communication Specialist

Program : XBOX, Symantec Philippines, Bebe.com, FTD.com

Position Level : 2.5

Specialization : Training & Development/Performance Management Team

Industry : Call Center/IT-enabled Services

Duration : November 2009-2010

Work Description:

Primary Functions

Assess language quality and communication skills using the accepted monitoring form

Deliver timely, constructive language feedback to agents through call monitoring system and in-person to aid in agent skill-enhancement

Perform coaching sessions for agents undergoing transition

Collaborate with team leaders and trainers/ training managers in improving agents’ communication skills

Conducts Accent Neutralization, Customer Relations Management and English Proficiency program.

Revise and make different essential call center training program module requirements.

Calibrates with the Team, Operations, Quality and to the Client for a weekly account performance.

Train agents and ensure skills are improved within the required period of training

Participate in constantly evaluating Sutherland’s curriculum for improvement while maintaining and updating modules and other training/workshop materials

Contribute to strengthening Sutherland’s practices in daily operations on the production floor

Keep abreast on product knowledge (mainly on communication skills) updates by taking calls (escalations, commendations), attending operations team meetings, constantly coordinating and calibrating with Operations and Quality

Implement strict adherence to the Sutherland’s Customer employee handbook and Training policies

Ensure the availability and maintenance of all necessary equipment for training/coaching delivery purpose (projector, training room PCs, headphones, etc)

Willingly contribute to participate during other assignments as required by business needs

Sutherland Global Services Philippines

IT Park II, Ninoy Aquino Highway, Tibag Tarlac city 2300 Philippines

Position Title : Training Specialist –Foundation and Product/Process Trainer

Position Level : Level 2.5

Specialization : Training & Development

Industry : Call Center/IT-enabled Services

Duration : December 2010 to October 2014

Work Description:

Primary Functions

Conducts Foundation Training Programs: Company Orientation, Customer Handling Skills, Customer Handling Workshops, Communication Skills and American Accent Training/Neutralization.

Conducts Program-Specific Training: Inbound Customer Service for Mobile and WireLine Telecommunications.

Learn client website, policies, procedures, products, services, and any necessary applications or back-end systems

Ensure constant communication with Shift Manager, Operations Manager, Inbound directress and Clients (i.e.: receive updates, calibrations, revisions, etc) as ordered by the Training Manager and Director.

Participate in client sessions (calls, emails, chats and fax) as required

Provide feedback to management to ensure training offered meets business needs

Assist in performance analysis efforts

May provide backup assistance to operational departments to resolve customer questions and issues during high work volume

Actively partner with team leaders and managers to identify process gaps and improvement opportunities

Sutherland Global Services Philippines

IT Park II, Ninoy Aquino Highway, Tibag Tarlac city 2300 Philippines

Position Title : Expert-Training

Position Level : Supervisor

Specialization : Training & Development

Industry : Call Center/IT-enabled Services

Duration : November 2014 to September 2018

Training Administration

Implement training requests as assigned by the Sr. Training Manager

Coordinate with other departments to execute training sessions effectively (schedules, room reservations, training materials, etc)…

Training Development

Conduct Training Needs Analysis

Plan and prepare continuing education programs

Implement training programs for personal and professional development

Customize pre-designed modules based on the needs of the participants

Study client’s sites and systems, maintenance and update, and present them to target audience

Participate in the design and development of new courses and in revision of existing programs

Consult with program participants, management and operational departments to evaluate impact of training programs

Assist in maintaining and updating training materials as necessary

Training Delivery

Responsible for providing and facilitating new hire, recurrent, customer service and client specific classroom training programs

Provide coaching, counseling and feedback to trainees and assess their performance while in the training program (and even when they’re already in Operations); may provide one-on-one coaching or technical training

Supervise class participants in specific courses, including assessing skills and knowledge, monitoring attendance and making recommendations to management

Conducts Continuing Development classes to Inbounds Operations Agents’ and Supervisors’ (Workshops, update briefing etc.) as ordered/approved by Training Manager

Project Management

Work on special projects as assigned by the Training Manager and ensure that deadlines and parameters are met

Submit Weekly Activities Report to document training activities and project work

Ensure that all necessary files are documented accordingly during training sessions

Achieves certification and certifies others in training courses

Contributes and records individual data for all training-related activities

Typically has to deal with issues or problems that are divergent in nature, so be ready to take on other duties as needed and assigned by the Training Manager, Training Director

Manage a team with 7 headcount

Sitel Philippines Corporation

Luisita Park San Miguel Tarlac city 2300 Philippines

Position Title : Learning Manager Track Trainee

Position Level : Supervisor

Specialization : Training & Development

Industry : Call Center/IT-enabled Services

Duration : January 2019 to present

Training Administration

Implement training requests as assigned by the Sr. Training Manager

Coordinate with other departments to execute training sessions effectively (schedules, room reservations, training materials, etc)…

Training Development

Conduct Training Needs Analysis

Plan and prepare continuing education programs

Implement training programs for personal and professional development

Customize pre-designed modules based on the needs of the participants

Study client’s sites and systems, maintenance and update, and present them to target audience

Participate in the design and development of new courses and in revision of existing programs

Consult with program participants, management and operational departments to evaluate impact of training programs

Assist in maintaining and updating training materials as necessary

Training Delivery

Responsible for providing and facilitating new hire, recurrent, customer service and client specific classroom training programs

Provide coaching, counseling and feedback to trainees and assess their performance while in the training program (and even when they’re already in Operations); may provide one-on-one coaching or technical training

Supervise class participants in specific courses, including assessing skills and knowledge, monitoring attendance and making recommendations to management

Conducts Continuing Development classes to Inbounds Operations Agents’ and Supervisors’ (Workshops, update briefing etc.) as ordered/approved by Training Manager

Project Management

Work on special projects as assigned by the Training Manager and ensure that deadlines and parameters are met

Submit Weekly Activities Report to document training activities and project work

Ensure that all necessary files are documented accordingly during training sessions

Achieves certification and certifies others in training courses

Contributes and records individual data for all training-related activities

Typically has to deal with issues or problems that are divergent in nature, so be ready to take on other duties as needed and assigned by the Training Manager, Training Director

Manage a team with 9 headcount

Violeta P. Santos

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