Krismy Shayne Gusto
Training And Call Quality (Universal Coach)
City Of Muntinlupa, Province Of Rizal
Summary
Dynamic professional with extensive experience at Genpact, specializing in team training and development. Proven ability to enhance agent performance through effective coaching and performance evaluation. Skilled in analyzing quality data to drive process improvements, fostering a motivated team environment while ensuring compliance and customer satisfaction.
Overview
15
15
years of professional experience
Work History
TCQ/Universal Coach
Genpact
02.2018 - Current
- Conduct product-specific training for new hires and tenured agents, covering tools, processes, and client expectations.
- Develop and update training materials in coordination with operations and client teams to ensure alignment with current standards.
- Assess trainee performance through evaluations and provide coaching or support to improve agent readiness and effectiveness.
- Monitor and evaluate calls to ensure agents adhere to quality standards, scripts, and compliance requirements.
- Provide feedback and coaching to agents based on observations, helping improve communication, process adherence, and customer service.
- Analyze quality data and generate reports to identify trends, performance gaps, and recommend process improvements to management.
Customer Service Associate
Teleperformance
04.2013 - 06.2016
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
CSR II - Resource Desk
StarTek
03.2010 - 12.2011
- Handled complex customer inquiries via phone including escalated or sensitive issues.
- Assist mentoring or supporting teams and act as a point of contact for difficult cases when needed.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
Education
Undergraduate - Accounting
San Pedro College of Business Administration
04.2001 -
Skills
Team Training
Team development
Performance evaluation
Team motivation
Timeline
TCQ/Universal Coach
Genpact
02.2018 - Current
Customer Service Associate
Teleperformance
04.2013 - 06.2016
CSR II - Resource Desk
StarTek
03.2010 - 12.2011
Undergraduate - Accounting
San Pedro College of Business Administration
04.2001 -
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