Manager Training
Resume:
Eufemia Anne Gallardo Baltazar
EDUCATION
ST. SCHOLASTICA’S COLLEGE, MANILA
Bachelor of Science degree in Psychology and
Bachelor of Arts major in Guidance and Counseling, March 2003
Loyalty Awardee
ST. SCHOLASTICA’S COLLEGE, MANILA
High School Diploma, March 1999
WORK EXPERIENCE
November 2019 – October 30, 2020
May 2012 – October 2019
January 16, 2012 – May 2012
August 2006 –September 2011
May 2004 – July 2006
August 2003 – April 2004
TEAM LEADER
Google – YouTubeTV
Cognizant Technology Solutions, Inc
Managed a ratio of 1:18
Handled dynamic skilling for email, phone and chat channel to the team members assigned
Provided duty manager duties to ensure that correct staffing is in place per interval
Responsible for meeting key client metrics through coaching and mentoring
Provided real time feedback of DSAT scrubbing results
Attended weekly QA calibration sessions and Operations Sync
Strong collaboration with Quality partner regarding team opportunities to develop sound action plans that would target Operations and Quality metrics
OPERATIONS MANAGER
Dollar Thrifty Automotive Group/Hertz
C3 – CustomerContactChannels
Facilitated business reviews with clients.
Reviewed and analyzed daily production results with the Senior Operations Manager and its impact on revenue
Conducted weekly coaching and meeting session with direct reports (OM Ratio Average: 1:10)
Collaborated and developed a balanced scorecard for new and tenured agents
Spear headed launch of Hertz in May 2013
Handled Training, Quality and Operations day to day for 2 months from launch date
Facilitated implementation as prescribed in the project manager’s work plan
Managed Tier 1 and Tier 2 lines of business. Specialized in handling new hire onboarding and implementation since 2015.
TRAINER
Dollar Thrifty Automotive Group
C3 - CustomerContactChannels
Client Training and Quality POC for the program
Facilitated DTAG crash course to the DTAG officers without DTAG experience
Facilitated Boot Camp Methodology training for incoming DTAG trainers
Facilitated the C3 16 Step Coaching Method to all incoming DTAG officers
Facilitated foundations skills and product specific training program
Certified newly hired trainees and/or tenured agents in uplift training
Engaged in developing reports and processes for the Training and Quality Assurance team
TRAINING AND QUALITY ASSURANCE SUPERVISOR
Dollar Thrifty Automotive Group (DTAG) – April 2008 – September 2011
Home Shopping Network (HSN) – August 2006 – March 2008
Alorica (formerly Advanced Contact Solutions, Inc.)
Attended/Facilitated business reviews
Spearheaded the implementation and development of the Training Needs Analysis
(TNA) process to identify skills or competency gaps and establish measurement in
tracking trainees' progress
Monitored overall activities of the training class by identifying problem areas and taking corrective actions, alongside providing guidance to Training and Quality Assurance Personnel
Ensured the timely and accurate production or reproduction of needed training
materials, preparation of training supplies, and reservation of training rooms, in
cooperation with the Training Assistant (TA)
Monitored the Quality Assurance KPI’s as dictated on the SOW and ISO
Training and Quality Assurance Definitions and Expectations document by tracking the
top markdowns, call trends and QA scores achieved by the site monthly.
Spearheaded the creation of a roll up type template for the clients to easily reflect the
site/team score, number of scans per team and on a site level, site trends, and coaching
efficiency
TRAINER
Home Shopping Network
Advanced Contact Solutions, Inc.
Assigned as Deputy Supervisor from July 2005 – July 2006
Client POC for the program
Engaged in module design and development for new hire and refresher/uplift training.
In charge of new hire and refresher/uplift training module revision
Facilitated foundations skills/communication skills training program, product specific
training program and refresher/uplift training program
Ensured that the company and client policies are strictly implemented and adhered to,
Certified newly hired trainees and/or tenured agents in uplift training
Provided coaching to trainees
Engaged in developing reports and processes for the Training and Quality Assurance
team
Conducted Trend, Gap and Training Needs Analysis
CUSTOMER SERVICE REPRESENTATIVE (CSR)
eBay
Advanced Contact Solutions, Inc.
Assigned as back-up trainer from May 2004 – July 2005
Facilitated new hire and upskill training
Developed training materials based on TNA results
Developed and implemented new hire training manuals
Client Facing: Attended weekly meetings and was delegated the responsibility to report real time issues
Handled inbound calls
Handled billing inquiries, website navigation, and email support for U.S. clients
CAREER HIGHLIGHTS
MAXIS EXCHANGE PROGRAM
January 15, 2007 – February 13, 2007
Advanced Contact Solutions, Inc.
Overview: MAXIS, a top telecommunications provider based in Malaysia, organized an exchange
program with ACS, one of their sister company under PAXYS. Selected ACS employees were
given the opportunity to provide consultation to the MAXIS group regarding call center processes
and procedures.
Responsibilities:
Observed the current MAXIS Quality monitoring, coaching and processes
Coordinated the practices and processes observed to the MAXIS Quality team and the
MAXIS - ACS Team
Created a MAXIS Quality Definitions and Expectations Document and Evaluation Form
Presented the Quality Definitions and Expectations Document and Evaluation Form to the MAXIS Quality team
CERTIFIED TRAINER - NEAR HIRE TRAINING
May 2006 - July 2006
Advanced Contact Solutions, Inc.
Overview: Near Hire Training is an ACS Training program created for applicants who did not make
it to the job offer but are interested to pursue their application with the company.
Responsibilities:
Conduct the two (2) week training program to all near hire trainees
Administer oral and written exams as mandated in the program
Conduct the call simulation certification to all trainees
2630 Espiritu St. Vito Cruz, Barangay 757 Manila, Philippines 1004
Home Phone: (02) 8523-17-37
Mobile Phone: (632) 905 – 2130513
***********@*****.***
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