HAROLD PALAD
Quezon City
Overview
26
26
years of professional experience
Work History
Producer
ABS-CBN
Quezon City
05.1997 - 06.2012
- Part of the creative team that produces video features, visual and event promotions, and writes facts and statistics for the pannelists to read
- Provides as voice-over talent on some occasions for audio necessities
Professor 2
De La Salle University
Dasmariñas, Cavite
04.2000 - 05.2004
- An instructor in media communications specializing in multi-media and PR relations as well as films
Professor 2
Polytechnic University of the Philippines
Manila
05.2005 - 08.2008
- An instructor in media communications specializing in multi-media and PR relations as well as films
Tier 2
Convergys
Quezon City
08.2008 - 05.2010
- Handling escalations on difficult calls and providing a logical and a sound resolution on all cases
Subject Matter Expert
Convergys
Quezon City
06.2010 - 09.2013
- Subject Matter Expert - General Motors
- A go-to guy for agents consulting and clarifying issues for warranty, vehicle parts, reimbursements, recalls, vehicle specs, and others
Team Lead
Concentrix
Quezon City
09.2013 - 03.2014
- Team Lead/Team Captain - General Motors
- Team lead for an Automobile company such as Cadillac, Chevrolet, Buick, GMC, Hummer
- -Manages 10 to 15 agents driving CSAT (Customer Satisfaction)
- -Maintaining work hygiene such as attendance, adherence on breaks and lunches
- -Conducts coaching and call listening sessions to improve QA and root cause an issue that would benefit the team
Team Lead
Concentrix
Quezon City
03.2014 - 01.2017
- Team Lead/ Team Captain - Aetna
- -Team lead for a health insurance account that supports member clients
- -Manages 10 to 15 agents driving FCR (First Call Resolution)
- -Maintaining work hygiene such as attendance, adherence on breaks and lunches
- -Conducts coaching and call listening sessions to improve QA and root cause an issue that would benefit the team
Tier 2
Teleperformance
Quezon City
05.2017 - 03.2020
- Supervisor, Tier 2 - Samsung
- Taking supervisory call from Tier1 agents on complicated scenarios such as Financing Policies and Promotional Terms and Conditions
Trainer
Teleperformance
Quezon City
03.2020 - 09.2023
- Train new hire agents to learn product knowledge and improve call conversations with QA guidance
- Also, train addendums for tenured agents for upgrades and upskilling
- Creates monthly exams for the Operations' calibrated movement and knowledgeability
- Laying foundations to new hires on travel industry and teaching basics of GDS (Worldspan and Sabre)
Timeline
Trainer
Teleperformance
03.2020 - 09.2023
Tier 2
Teleperformance
05.2017 - 03.2020
Team Lead
Concentrix
03.2014 - 01.2017
Team Lead
Concentrix
09.2013 - 03.2014
Subject Matter Expert
Convergys
06.2010 - 09.2013
Tier 2
Convergys
08.2008 - 05.2010
Professor 2
Polytechnic University of the Philippines
05.2005 - 08.2008
Professor 2
De La Salle University
04.2000 - 05.2004
Producer
ABS-CBN
05.1997 - 06.2012