Janise C. Liquete
Las Piñas City
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
22
22
years of professional experience
Work History
Training Specialist
Lufthansa In Touch
01.2021 - Current
- Handles 8 Trainers On Demand and responsible for their development on both CSC and TOD tasks.
- Plans and creates the training planner,wherein planning of any upskilling needed for each month is done, selecting CSCs to undergo any upskilling based on business needs.
- Monitors and tracks all employees' completion on the compliance for mandatory WBTs and ensure that all are compliant in preparation for the monthly audit conducted by the compliance officer
- Collaborates with the Group Training dept thru the monthly calls to ensure that all are up to date with processes and what can be expected, training wise
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
- Provided coaching and mentoring to the trainers using the feedback surveys provided at the end of each training, making continuous improvements, as needed
- Collaborates with different departments for acceptance of new hires, making sure that onboarding is smooth and ensuring that the correct access are provided to the employees
- Tracks and deletes access for leavers / resigning employees. Accepts company items in preparation for clearance of the employees.
Team Leader
Lufthansa In Touch
12.2019 - 01.2021
- Led a team of23 CSCs who are Swiss (LX)/Chatbot/Global trained
- Sets individual and team goals and create action plans to achieve goals set
- Sends daily reports on BSC and other reports that affects individual and team goals
- Works closely with Team Quality Specialists to identify areas of opportunities for the team
- Takes escalation calls to avoid further escalation and to make it a learning event for CSCs
- Floor walk and queue management
- Reports to a CSM
Customer Service Consultant
Lufthansa In Touch
09.2018 - 12.2019
- Took frontline calls for airline account with US/CA market
- Skilled for Swiss International Airlines
- Accountable for individual performance metrics
- Reports to a Team Leader
Coach / Team Manager
Sitel
10.2007 - 12.2011
- Led a team of21 specialty desk / level2 agents handling the account’s elite members
- Set individual and team goals with an operations manager, and lay out action plans geared towards achieving set goals
- Established benchmarks and implemented improvement plans based on agreed upon goals
- Worked with quality analysts and product specialist in identifying areas of opportunities for the team
- Created and monitored “action plans” for developing agents that focus on the “why” of the problem, the “what” that needs to be done to improve the results, and the “when” that defines the timeline for improvement
- Took escalation calls not only to ensure customers are satisfied with the actions taken to address the issue called about but also to create a learning event for agents
- Mentored and encouraged the development of possible leaders from the team
- Accomplished special projects / reports as requested by the Operations Manager
- Reported to an Operations Manager
- Sent to Hawaii twice to represent Sitel in trainings and enculturation
Specialty Desk Agent
Sitel
04.2007 - 10.2007
- Took frontline calls for the airline’s corporate accounts
- Accountable for individual performance metrics
- Reported to a Team Manager
Inbound Sales Representative
People Support
10.2005 - 09.2006
- Took inbound calls for a telecoms / VOIP account
- Responsible for meeting sales and up sell goals
- Reported to a Team Manager
Marketing Assistant
Camp John Hay
06.2003 - 08.2005
- Planned, organized and facilitated marketing and promotional events for the Camp John Hay development projects
- Assisted in sales presentations
- Assisted in the creation of sales materials
Telephone Operator
Camp John Hay
09.2002 - 06.2003
- Answered and routed calls to respective departments and personnel
- Answered inquiries as appropriate
Education
Diploma - Professional Culinary Arts
Global Culinary & Hospitality Academy, Inc
Las Pinas, Metro Manila, Philippines05-2013
Bachelor of Science - Commerce - Major in Marketing
Saint Louis University
Baguio City, Province Of Benguet, Philippines03-2002
Skills
- Training evaluation
- Cross-cultural training
- Performance assessment
- Needs analysis
- Employee development
- Coaching and mentoring
Timeline
Training Specialist
Lufthansa In Touch
01.2021 - Current
Team Leader
Lufthansa In Touch
12.2019 - 01.2021
Customer Service Consultant
Lufthansa In Touch
09.2018 - 12.2019
Coach / Team Manager
Sitel
10.2007 - 12.2011
Specialty Desk Agent
Sitel
04.2007 - 10.2007
Inbound Sales Representative
People Support
10.2005 - 09.2006
Marketing Assistant
Camp John Hay
06.2003 - 08.2005
Telephone Operator
Camp John Hay
09.2002 - 06.2003
Diploma - Professional Culinary Arts
Global Culinary & Hospitality Academy, Inc
Bachelor of Science - Commerce - Major in Marketing
Saint Louis University
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