Overview
Work History
Timeline
Generic

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

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HAROLD PALAD