Dexter Marinay
Training And Development
Manila, Metro Manila,00
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Training
Teleperformance PH Philippines
11.2021 - 09.2024
- Coordinate and schedule training sessions, including arranging venues, materials, and other logistics.
- Assist in the development and implementation of training programs for employees at all levels, and enhance operational efficiency within the telecom industry.
- Collaborate with department heads to identify training needs and tailor programs accordingly.
- Monitor and evaluate the effectiveness of training programs, making adjustments as needed to improve outcomes.
- Maintain accurate records of training activities, employee participation, and outcomes.
- Assist in the creation of training materials, including presentations, manuals, and e-learning content.
- Support the Training Manager in conducting workshops, seminars, and other training sessions.
- Provide one-on-one coaching and feedback to employees as needed.
- Stay updated with the latest training trends, and incorporate them into existing programs.
- Assist in the preparation of reports and documentation for management on training activities and outcomes.
Lead Trainer
Teleperformance PH FHCS Inc.
10.2016 - 11.2021
- Facilitates training for employees on all aspects of client projects (new hire, progression, and enhancement training).
- Develops a curriculum to support classroom training and alternative training
- Provides feedback on an existing curriculum for training improvements
- Develops non-classroom communication and training materials
- Analyze course materials and learner information
- Assure preparation of the instructional site
- Establish and maintain instructor credibility
- Manage the learning environment.
- Demonstrate effective communication skills
- Demonstrate effective presentation skills
- Demonstrate effective questioning skills and techniques
- Respond appropriately to learner's needs for clarification or feedback
- Provide positive reinforcement and motivational incentives.
- Use instructional methods appropriately
- Use media effectively
- Evaluate learner performance
- Evaluate delivery of instruction
- Report evaluation information
- Assesses class and individual agent-level performance
- Demonstrates patience with all types of learners
- Coaches employees one on one
- Conducts pre and post-training surveys where applicable
- Works with supervisors to address employee performance gaps
- Participates in client interaction (includes effective curriculum feedback and client visits)
- Performs other related duties and assignments as required and as assigned by supervisor or manager
Customer Service Representative
Teleperformance PH FHCS Inc.
3 2014 - 6 2016
- Provides effective first-line services to customers via call.
- Manages customer issues and should maintain solid customer relationships by handling questions and concerns with speed and professionalism.
- Provide assistance for requested tasks and duties by the management.
- Provides excellent support that includes escalation to tier 2 support, follow-through, and completion of resolution of customer concerns.
- Liaises and coordinates with various work groups to resolve pricing, inventory, credit, marketing, quality, and supply issues, among others.
- Enhances technical skills and business acumen through various training to fulfill daily responsibilities and deliver excellent customer experience.
Education
Bachelor of Science in Hotel and Restaurant Management, Tertiary -
Philippine Christian University
Secondary - undefined
St. Charles Borromeo Institute
Elementary - undefined
Cembo Elementary School
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Customer Relations
Problem Resolution
Critical Thinking
Computer Proficiency
Call Center Operations
Technical Support
Microsoft PowerPoint
Microsoft Office Suite
Microsoft Outlook
Work Qualities
I have an enhanced positive attitude towards work with average communication and problem-solving skills. I am hardworking, honest, service-oriented, self-motivated, and proactive.
References
- Joanna Garcia, Senior Training Manager, Telephilippines, Inc., Makati City, Philippines, +63 917 673 5851
- Ralgie Alabado, Training Manager, Teleperformance PH Philippines, Makati City, Philippines, +63 917 587 1523
- Jan Onate, Training Manager, Teleperformance PH Philippines, Makati City, Philippines, +63 966 280 9018
Personal Information
- Age: 34
- Height: 5'5
- Citizenship: Filipino
- Place of Birth: San Juan Batangas
- Date of Birth: January 6, 1990
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Assistant Manager - Training
Teleperformance PH Philippines
11.2021 - 09.2024
Lead Trainer
Teleperformance PH FHCS Inc.
10.2016 - 11.2021
Customer Service Representative
Teleperformance PH FHCS Inc.
3 2014 - 6 2016
Bachelor of Science in Hotel and Restaurant Management, Tertiary -
Philippine Christian University
Secondary - undefined
St. Charles Borromeo Institute
Elementary - undefined
Cembo Elementary School
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