Summary
Work History
Education
Skills
Accomplishments
1st PRT to receive the Top Trainer award
Timeline
Generic
Jaymee Mikee Salangsang

Jaymee Mikee Salangsang

#123 R. 3 Ext. Diam St. Gen. T. De Leon Valenzuela City

Summary

Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies. Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Program Ready Trainer II

Concentrix
Eton
10.2021 - 12.2022
  • Self-motivated, with a vigorous sense of personal responsibility.
  • Strengthened communication skills through regular interactions with others.
  • Impeccable facilitation skills via instructor led and virtual facilitation.
  • Acted as a team leader for New Hires, delegating tasks and providing feedback.
  • Developed and personalized action plans for trainees.
  • Demonstrated strong organizational and time management skills while managing multiple tasks.
  • Skilled at working independently and collaboratively in a team environment.
  • Used critical thinking to break down problems, strategies and decision making.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions, instructional design, and presentations.
  • Proven ability to produce admin tasks through MS Office, Keynote, Pages, and Numbers.

Technical Support Representative, Mentor

Concentrix
Eton
11.2019 - 10.2021
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Documented support interactions for future reference.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Customer Service Representative, SR. Agent Intern

Convergys
San Lazaro
10.2017 - 02.2019
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Sought ways to improve processes and services provided.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

Bachelor of Science - Psychology

Manila Central University
Caloocan
10.2015

Skills

  • Critical Thinking
  • Product Organization
  • Technical Support
  • Customer Service
  • Adult Education
  • Coaching and Development
  • Training Needs Analysis
  • Program Evaluation
  • New Hire Training
  • Quality Assurance
  • Presentations and Demonstrations
  • Microsoft Office

Accomplishments

  • Used Microsoft Office to document and develop instructional design materials.
  • Supervised team of 20 New Hire Agents.
  • Documented and resolved advisor performance issues which led to regularization.
  • One of the highest scoring of evaluation for Program Ready Trainer II post.
  • Achieved the 1st Top Trainer Award for a PRT role by completing personalized coaching, root cause analysis, and action plans with accuracy and efficiency.
  • Achieved 100% completion for a new process roll out for over 300 employees through effectively helping with facilitation and coordination with multiple departments.

1st PRT to receive the Top Trainer award

Trainers get to have incentives based on the top performing class, calculated with the supervisor and manager's evaluation for their facilitation. Top Trainer Award often goes to the Trainer II or Senior Trainer posts considering the tenure of their role. It was a win against 3 other trainers who had classes during that time. 

Timeline

Program Ready Trainer II

Concentrix
10.2021 - 12.2022

Technical Support Representative, Mentor

Concentrix
11.2019 - 10.2021

Customer Service Representative, SR. Agent Intern

Convergys
10.2017 - 02.2019

Bachelor of Science - Psychology

Manila Central University

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Jaymee Mikee Salangsang