Kimberly Usi
Program Trainer
Mandaluyong City, Metro Manila
Summary
Passionate Trainer with extensive knowledge of Telecommunication's program training and proven success working with A US based telco account clients. Devoted to long-lasting and comprehensive results for every client. Trained in Customer Service and program expertise and all the program tools in use.
Overview
8
8
years of professional experience
Work History
Program Trainer
Concentrix
02.2017 - Current
- Consistently received positive feedback from trainees and supervisors regarding the quality of instruction and content knowledge.
- Result continually seeking opportunities to improve the overall training experience for both participants and trainers.
- Conducted regular follow-up with trainees to assess knowledge retention, providing additional support as needed to ensure long-term success.
- Increased employee engagement by incorporating interactive exercises and group activities into training sessions.
- Result with innovative approaches to delivering course content both online and in person.
- Partnered with management to identify skill gaps within the organization, developing targeted training initiatives to address these needs.
- Collaborated with cross-functional teams to design tailored training solutions that addressed specific organizational needs.
Customer Service Representative
Teleperformance
12.2015 - 05.2016
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
DepEd - Alternative Learning System
Mandaluyong City 04.2001 -
Skills
Learning Management Systems
Timeline
Program Trainer
Concentrix
02.2017 - Current
Customer Service Representative
Teleperformance
12.2015 - 05.2016
High School Diploma -
DepEd - Alternative Learning System
04.2001 -
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