Customer Service Representative/ BPO Trainer/VA/BDR

Dimple Pulvera-Tonzo

Central Bicutan, Taguig

Cellphone No.:096********

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

Organizational Experience:

Salary.com

Remote

Business Development Representative -Customer Consultation Supervisor Lead Generation

Collaboration with Sales Team

Scheduling

Salesforce CRM

August 2022- July 2024

Patricia’s Petals/Terry’s Florist

Remote Order Fulfillment

Florist Account (Dropshipping)

July 2018 - October 2019

BPO Made Easy (Freelance)

Remote Email Support/QA

Limitless/Shopify (Retail Account)

May 2017 - June 2018

Convergys (Cebu City)

Product Ready Trainer

U.S Healthcare INSURANCE (Claims & Benefits)

March 2015 - May 2017

Handles New Hires Training, Production’s Refreshers, Up training, Calibration, Coaching, Audit Calls

Roles and Responsibilities :

• Preparing reports to monitor the performance & efficiency of new hires, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics

• Have been promoting knowledge sharing through the organization's operational business processes and systems

• Have been compiling content usage reports related to the knowledge portal.

• Provides coaching and feedback to let the Customer Service rep know about his/her areas of improvement

• Audit, evaluate, and calibrate the calls.

• Update existing Curriculum/ Assist in Curriculum Development

• Update existing modules

• Create modules and FG

• Facilitate refresher sessions for tenured agents and Mgmt. Team

• Facilitate uptraining sessions for tenured agents and Mgmt. Team

• Certify new hired trainers

• Facilitate workshops for aspiring trainers

• Conduct Validation Interview for the account – Final Interview Sykes Asia (Cebu City)

Customer Service Representative

Tupperware Account (Retail)

2010 - February 2014

Achievements:

• Top Tier 2 Advocate.

• Provide training for new hires.

• Provide refresher training to tenured advocates.

• Create refresher training modules.

• Top Trainer

Workshops attended:

• Training 101

• Six Sigma (White)

• Time Management

• CCT T3 (Universal: Culture and Communication Training)

• Convergys Leaders as Coaches 1 and 2

• Identifying Depression

• Developing Emotional Connections

Academic Credentials:

• AB Christian Education: Completed 4th year 1st Semester in ETCP

• High School: Graduate

Language/s Known:

• English

Contact this candidate