Performance Development Coach L2

Overview

Looking for part-time work (4 hours/day)

at $5.00/hour ($440.00/month)

Some College degree

Last Active

November 25th, 2024 (today)

Member Since

June 12th, 2017

Profile Description

Work History


March 2019 – Present, Performance Development Coach L2, ePerformax Contact Centers and BPO
- Develop effective job coaching and employment plans
- Communicate with clients to understand their goals and visions
- Assist clients to discover and overcome their personal barriers and set goals
- Assess the strengths of individuals and teach them to use them effectively
- Help in the development of motivation and skills
- Monitor and evaluate team's performance progress
- Keep records and prepare appropriate reports for touchbase


January 2019 – March 2019, Performance Development Coach L1, ePerformax Contact Centers and BPO
- Assist coach L2 in developing team's performance
- Real-time feedback through SBS
- Provide collective data to present to coach L2 through live call monitoring
- Take charge of the team in the absence of Coach L2 
- Help in the development of motivation and skills of the agents
- Strategized with Coach L2 to get better intraday performance


March 2018 – December 2018, Quality Analyst, ePerformax Contact Centers and BPO
- Develop and execute call driver trackers to ensure that all type of issues is identify.
- Implement and monitor calls to assess agent's reliability, performance, and quality of the service provided to the customer.
- Identify business inner and outerloop.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Compile and analyze statistical data.
- Ensure that client's expectations are met during the implementation process.
- Draft/enhance quality assurance policies and procedures.
- Investigate customer complaints and service issues.
- Ensure ongoing compliance with quality.


January 22, 2018 – Customer Care Consultant (Tech & Telco) ePerformax Contact Centers and BPO
- Manage large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Take the extra mile to engage customers, handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts changes and file tickets
- Follow communication procedures, guidelines and policies
November 2014 – July 06, 2017, Lead –Training and Development, Teleperformance Phils.
- Develops, prepares, provides and presents classroom-training programs 
- Measures and evaluates the training sessions conducted
- Plans and implements training interventions to meet client targets
- Works with Operations Management to assess training needs, and 
- Conducts coaching and feedback sessions with trainees to ensure standards are met
- Facilitated several Implementation/Pilot Classes
- Client certified to deliver new LOBs


September 2014, SME (Subject Matter Expert), Teleperformance Phils.
- Take escalated calls (i.e. irate customer) requiring assistance
- Issue approval for restrictive ticket voids and process the same
- Issue approval for refunds above agent’s capacity
-
Do “quality check” work on processed records, notify eReps of their error so they can rectify the situation and initiate appropriate actions to resolve any situation arising from agent error


August 2013 – September2014, Account Retention Analyst, Aegis Peoplesupport Phils., Inc
- Answer customer queries through e-mail and phone
- Assist customers in making special requests(i.e. park/hold)  to their subscription/membership
- Call/Send e-mail to customers informing them of changes in theirmembership


April 2011 – July2013, Customer Service Representative/ Technical Support Associate/ Retention Specialist, AegisPeoplesupportPhils., Inc.
- Multi-skilled eRep that can handle both tech and cancellation queries
- Assist/walking through the customers in making e-newsletters, basic HTLM email troubleshooting
- Take calls from customers needing assistance in modifying or canceling their membership
- Assist customers through e-mail, chat, and phone


Skills and Knowledge


- Interpersonal Communication, openly expresses ideas, negotiates/resolves differences; provides/asks for feedback; offers well-thought-out solutions; cooperates and works well with others
- Management and Leadership, leads/directs others; manages conflict; teaches/trains/instructs/coaches; ELP Creation; helps teaUpgrade to see actual infombers set and achieve goals; makes and implements decisions; enforces policies
- Computer & Technical Literacy, MS Office Applications: Word, Excel, Powerpoint
Trainings Attended


Career Leadership Development Training, July– August2014
CLDT - Effective Feedback
CLDT - Basic Powerpoint
CLDT - Basic Excel
CLDT – PQA (Pre-Qualifying Assessment for Supervisory) 
- Aug 29, 2014
Peer Training Program, September 2014
Trainer Certification Program 1A, January 2015
Training 101: Trainer's Role, Performance Management and Team Interdependencies
Training 102: Trainer On-boarding Process and Trainer's Tools
Training 103: Trainer's Tasks in the Agent On-Boarding Process
TCP 101: Adult Learning Principles and Methodologies
TCP 104: Instructional Delivery and Lesson Planning
TCP 105: Classroom Management
TCP 106: Presentation Skills
TCP 107: Facilitation Skills
TCP 112: Powerpoint Presentation (Elective)
TCP 113: MS Excel (Elective)
Learning Through Values TOPS, February 2015
Leadership Training – September 2016
Operations BASICS – February 2018
Ops Basic Class: Operations Basics high level overview of Operations and how they contribute to the company’s success. 
Excel Class – April 2018
Learn how to use Excel (10 CBT modules)
DISC BASICS – June 2018
Feedback Training – October 2018
GEA Composite – October 2018
PMAX Measurement – January 2019
L1 Communicate – January 2019
Coach Communication – Giraffe 
COACH for L2 – February 2019
Communicate, Observe, Analyze data, facilitate Conversation and Hold agents Accountable so they will remain engaged, motivated towards improving/maintaining successful performance, and maximize their potential
COACH L2 V3 – September 2019
Certified on COACH L2 prep