Microsoft Office
Florentino Mondido Jr
Certified Learning Development Professional (CLDP®), Product, Process, Communication And Culture Trainer
Quezon City, Metro Manila
Summary
- Certified Learning and Development Professional (CLDP®)
- 20 years of customer service experience in the BPO industry.
- 12 years of experience in product, process, communication, and culture training
- Proficient in facilitating learning through various methods such as synchronous, asynchronous, blended, and instructor-led training.
- Skilled in managing additional learning and development tasks including observation, onboarding and certification of trainers, instructional design, curriculum development, utilization of artificial intelligence systems/tools, language, communication, and soft-skills coaching/training, as well as skills development.
- Successfully supported automotive, telecommunications, technology, and healthcare programs.
Overview
10
10
years of professional experience
6
6
Certifications
Work History
Senior Health Insurance Trainer, Customer Experience and Product Specific Training
Concentrix (formerly Convergys)
Quezon City, Metro Manila
8 2014 - 5 2024
- Facilitated Distance Learning (Virtual) and Brick-and-Mortar (Onsite) New Hire Classes from program implementation to steady state
- Facilitated Healthcare TTT (Train the Trainer) sessions for newly hired program ready trainers and trainers from other programs
- Facilitated Upskilling and onboarding for team leaders, subject-matter experts, Quality and Operations team
- Certified Health Insurance Product Specific, Communication & Culture Trainer
- Certified Master Trainer
- Conducted Certification of New Trainers in preparation for their roles in their respective lines of business/programs
- Provided support to Operations thru resources, materials, and initiatives as well as floor and escalations support
- Participated in process updates meetings and call conferences with clients and production team leaders
- Participated in calibration sessions with Quality Evaluators and Operations Team Leaders.
Associate Trainer, Communication and Culture
Concentrix (formerly Convergys)
Makati
10.2012 - 08.2014
- Instructed new hires who undergo Communication and Culture training under various voice and non-voice programs
- Instructed and prepared near hires for them to be able to pass the initial and final interview as well as language assessment during the hiring process (Near Hire Training)
- Worked with the Instructional design team under two projects namely: Near-Hire Training Curriculum Design and Training with Impact Re-Launch
- Facilitated the onboarding of Communication coaches
- Performed administrative tasks as requested by my Training Manager.
Communication Coach
Concentrix (formerly Convergys)
Manila
12.2010 - 09.2012
- Sampled, evaluated language quality of trainees & agents and participated in calibration sessions with quality/communication leadership staff, personnel and clients
- Achieved departmental productivity requirements (e.g
- Number of calls monitored per week on schedule, calibration time, etc.) Participated in internal language acceptability audits and recommended changes
- Provided feedback through call monitoring system and in-person to assist Team Leaders in development of front-line employees
- Performed other tasks as requested by the Communication Coach Manager.
Inbound Sales Representative
Concentrix (formerly Convergys)
Makati
11.2008 - 11.2010
- Assisted customers with their subscription concerns and inquiry
- Aided in billing, activations, and customer service concerns
- Enforced the English Only Policy and coached agents on their communication related AFIs as one of the program’s In-Team Communication Coaches.
Customer Service Representative
West Contact Services Inc (Alorica)
Mandaluyong
04.2006 - 07.2008
- Assisted customers with their subscription concerns and inquiry
- Helped in technical, billing, activations, and customer service concerns
- Offered additional services and subscription upgrades to subscribers.
Customer Service Representative
Teleperformance
Ortigas
08.2004 - 01.2006
- Assisted customers with their subscription concerns and inquiry
- Helped in technical, billing, activations, and customer service concerns
- Offered additional services and subscription upgrades to subscribers.
Outbound Sales Representative
ePacific Global Contact Center
Ortigas
06.2004 - 07.2004
- Provided direct marketing and sales support to a field/distribution sales organization
- Managed, helped generate and qualified as well as processed sales leads
- Gained experience in the telemarketing sales industry as well as the vacationing and travel industry.
Education
Bachelor of Arts - Journalism
The University of Santo Tomas
Sampaloc, Manila 05.2001 -
Skills
Software
Synthesia
Learning Management System
Languages
English
Advanced (C1)
Filipino
Advanced (C1)
Certification
Certified Learning Development Professional (CLDP®)
Work At Home Capability
PC Specifications:
- Processor – AMD Ryzen 5 3500x
- Motherboard – B450 Gaming Plus Max (MS-7B86) (AM4)
- RAM – 16.0 GB
- Storage – 1 TB Crucial SSD
- GPU – Gigabyte Geforce RTX 4070 Super
- PSU – Corsair RM850X
- Operating System – Windows 11 Pro 64 Bit
- Microsoft Office 365 – Licensed
- USB Headset – Jabra Evolve 20
- Krisp Noise Cancelling Enabled
Back-up Device – Laptop
- MSI GL62M7RD Gaming Laptop
- CPU – Intel® Core TM i7-7700HQ CPU 2.80GHZ
- RAM – 12.0 GB
- GPU – NVIDIA Geforce GTX 1050
- Operating System – Windows 10 Home Single Language
Network Connectivity
- Converge FiberX 1500 up to 200mbps
- Back Up – SMART Prepaid Wifi Kit up to 20mbps
Additional Information
Available Requirements
- Certificate of Employment/Clearance (Previous Employer – Concentrix Philippines)
- Bureau of Internal Revenue Form No. 2316 – Certificate of Compensation Payment/Tax Withheld (Previous Employer – Concentrix Philippines)
- National Bureau of Investigation – Clearance – Valid until August 2025
- Certified True Copy of Transcript of Records – The University of Santo Tomas
References
Albert Deon Viray
- Former Training Manager, Concentrix Philippines
- Mobile Number: 0998-551-9190
- E-mail Address: albertdlviray@yahoo.com
Jelouse Tolibas
- Senior Training Supervisor, Concentrix Philippines
- Mobile Number: 0917-581-9952
- E-mail Address: jelouse.tolibas@gmail.com
Timeline
Certified Learning Development Professional (CLDP®)
08-2024
Customer Experience Training - Voice
10-2022
Customer Experience Training - Master Trainer
10-2022
GROW Coaching - Concentrix
10-2022
EVOLVE Master Trainer Certification
07-2022
TESDA National Trainer Certification (TM Plus) - TESDA: Technical Education and Skills Development Authority
01-2013
Associate Trainer, Communication and Culture
Concentrix (formerly Convergys)
10.2012 - 08.2014
Communication Coach
Concentrix (formerly Convergys)
12.2010 - 09.2012
Inbound Sales Representative
Concentrix (formerly Convergys)
11.2008 - 11.2010
Customer Service Representative
West Contact Services Inc (Alorica)
04.2006 - 07.2008
Customer Service Representative
Teleperformance
08.2004 - 01.2006
Outbound Sales Representative
ePacific Global Contact Center
06.2004 - 07.2004
Bachelor of Arts - Journalism
The University of Santo Tomas
05.2001 -
Senior Health Insurance Trainer, Customer Experience and Product Specific Training
Concentrix (formerly Convergys)
8 2014 - 5 2024
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