Emma Marie Mayrina
Training Manager
Angeles City
Summary
Seeking an opportunity to help an organization interested in increasing efficiency, improving quality, reducing costs and enhancing customer satisfaction and increase sales.
A Training Manager who is successful at developing and improving training programs for employees at all levels, good communicator, planner, conflict manager with advanced understanding of training needs for each department, extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Training Manager
iQor SM City
2 2021 - Current
- Streamlined HR efficiencies, coordinated new hire orientations with Recruitment and provided training for new employees.
- Managed new employee orientation training process for more than 400 employees each year.
- Spearheaded company-wide compliance initiatives, ensuring adherence to industry regulations through targeted employee education efforts.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Identify and assess training needs within organization.
- Develop and oversee production of classroom instructional materials and job aids
- Train and guide Training Team, organize development sessions, and discussion workshops.
- Oversee and manage professional development of team.
- Regularly monitor, track, and document staff performance to identify areas of improvement.
- Implement strategic initiatives to ensure maintenance of competent and motivated workforce.
- Work with workforce/staffing team in planning manpower and or annual training ramp plan
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Mentored junior trainers and instructional designers in best practices for adult learning techniques and curriculum design methodologies.
- Demonstrated strong organizational and time management skill and Performance management while managing multiple teams both on Product Training and Pre Production
AT&T Subject Matter Expert
Concentrix
01.2020 - 02.2021
- Providing knowledge, resources and information to support agents
- Address customers concerns accurately and timely.
- Assist advisors with material request and account updates
- Ensuring accuracy of the content.
- Coaching and training agents on improving Customer Interaction and offering advisors guidance.
- Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.
Team Leader/Supervisor
Retinue Business Process Solution
05.2018 - 01.2020
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Day-to-day work with potential customers' database
- Finding new potential clients
- Cold emails/calls etc
- Lead generation
- Arrange the initial Leads / Clients contacts
- Handle CRM daily
Customer Service Representative
Taskus (Lizardbear Tasking)
01.2017 - 04.2018
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
iQor Phils. Inc.
9 2016 - 12.2016
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Communicated with customers to address order inquiries, changes and cancellations.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Processed customer orders in line with established policies and procedures.
- Achieved sales targets consistently by implementing innovative sales strategies and tactics.
Customer Service Representative
Cyber City Teleservices
04.2011 - 05.2011
- Investigated and resolved customer inquiries and complaints quickly.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Managed timely and effective replacement of damaged or missing products.
- Processed debit and credit card and electronic check payments.
- Delivered prompt service to prioritize customer needs.
Education
OFFICE INFORMATION SYSTEM (Computer Secretarial) -
AMA COMPUTER LEARNING CENTER
Angeles City, Pampanga 01.2011 - 05.2012
Skills
Performance Management
Microsoft office Skills
Interpersonal Skills
Training Program Modification
Adult Learning Theories
Training Manual Creation
Learning Outcomes Tracking
Multitasking Abilities
Training Needs Analysis
Training Methods
Curriculum Development
Employee Coaching
Instructor Evaluations
Decision-Making
Time management abilities
References
- Karl Anthony Fernandez, Akmfernandez@gmail.com, Lawyer
- Angela Agnote, agnoteangela1@gmail.com, Trainer
Timeline
AT&T Subject Matter Expert
Concentrix
01.2020 - 02.2021
Team Leader/Supervisor
Retinue Business Process Solution
05.2018 - 01.2020
Customer Service Representative
Taskus (Lizardbear Tasking)
01.2017 - 04.2018
Customer Service Representative
Cyber City Teleservices
04.2011 - 05.2011
OFFICE INFORMATION SYSTEM (Computer Secretarial) -
AMA COMPUTER LEARNING CENTER
01.2011 - 05.2012
Training Manager
iQor SM City
2 2021 - Current
Customer Service Representative
iQor Phils. Inc.
9 2016 - 12.2016
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