Mary Juliene Viguilla
Bacolod
Summary
Transitioning from the corporate world to freelancing and owning a business was not an easy feat for me and my family. Just when everything was starting to flourish, COVID-19 came in and took away a lot of our dreams and plans. Nonetheless, my family and I had to get up, toughen up, and learn from what we've experienced.
Tested by time, I've become a hardworking trainer/supervisor who's enthusiastic about teaching employees and developing new skillsets. I create and develop curriculum for different client needs, pre-training, in-training, and post-training materials to take care of the whole welfare of borth clients and employees— even from scratch. I have over 14 years of related experience conducting classroom and virtual training sessions combined.
My experience in managing over 130 virtual assistants opened a lot of opportunities for me not just to lead team players, but also discovered honing individuals to support different industries such as Real Estate, Insurance, Hotel and Restaurant Management, Health and Wellness, Medical, and a many more.
I have extensive knowledge in a wide range of applications that relate to Digital Marketing, Search Engine Optimization, Content Writing, Social Media Management, Database Management, Lead Management, Recruiting, etc.
My ability to lead a group of people to build a strong training and development team has resulted in successful partnerships with over 100 clients, helping them take their business to the next level.
If you're looking for someone who can bring extensive knowledge and expertise to your team, I'm confident that I'm the right fit.
My ability to work collaboratively and provide effective coaching and training to individuals of varying skill levels make me an asset to any organization.
Overview
18
18
years of professional experience
Work History
Senior Trainer/Supervisor of Operations
Confidential
02.2021 - Current
- Evaluated training needs to improve training quality.
- Developed and improved training courses to increase virtual assistants performance and overall training effectiveness.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Assessed virtual assistant performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Recruited, trained and mentored new instructors.
- Provided virtual training and online presentations.
- Arranged meeting spaces and supporting materials for each class.
- Developed and implemented lesson plans and teaching aids such as reference materials and videos.
- Oversaw day-to-day functions of training department.
- Partnered with instructors to consistently increase annual graduation rate.
- Lead special seminars for different types of virtual assistants.
- Managed training center and developed curriculum and training for technical and officer training.
- Translated business needs into technical specifications and developed methods to integrate IT products and customize existing technology.
- Managed a minimum of 6 trainees per week and has supervised more than 130 virtual assistants.
- Closely coordinated and worked with clients to identify early warning signs and develop personalized approaches to help with client retention.
- Strengthened relationships with clients and virtual assistants.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
- Provided post-training support to all virtual assistant assignments through monitoring performance and drawing out SMART action plans through root cause analysis.
- Consistently sent Progress Reports to individual clients for each virtual assistant.
Client Relations Manager
Real Estate IQ
12.2020 - 01.2021
- Developed Communication, Engagement, Customer service, Sales, and Retention plans to solidify client relations.
- Partnered with Sales, Customer Service, Marketing, Product Development, and Operations departments and confirmed fulfillment of client needs.
- Completed client satisfaction and Net Promoter Score (NPS) surveys and service reviews to identify areas for improvement.
- Informed customers of additional services offered by company to develop opportunities for sales revenue.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Worked with clients to address and respond to client and partnership management issues.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Product Trainer/Junior Instructional Designer
Real Estate IQ
10.2020 - 12.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Assessed student needs to develop effective training plans.
- Recorded and edited videos for use in later courses or by remote learners.
- Created new and transformed existing training materials into e-learning formats, including but not limited to online courses, quizzes, and assessments using an LMS.
Trainer
Convergys Singapore Holdings, Inc
08.2011 - 11.2015
- Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements
- Administered course content, schedules and attendance utilizing learning management system (LMS)
- Monitored and coached each trainee based on performance and observable behaviors all throughout the training duration
- Sent daily and weekly reports to the stakeholders and management regarding the performance of each trainee highlighting strengths, areas of opportunity, and trends
- Joined calibration sessions with clients, colleagues, and stakeholders and collaborated with them
- Proposed ideas on curriculum development especially when it came to merging communication modules with product specific materials for scenario-based training and floor
- Bayot Residence Purok
- Malapitan, Brgy, 639176782784 julesiebayot@gmail.co m support.
Communications Specialist
Convergys Philippines, Inc
08.2009 - 09.2011
- Monitored and coached a minimum of 25 tenured and rookie production agents for Call
- Handling, Soft Skills, Customer Satisfaction,
- Comprehension, and Comprehensibility to improve ratings on Customer Satisfaction,
- Average Call Handling Time, and Repeat Calls on a weekly basis
- Trained Newly Hired agents for BERLITZ examination as a follow through of their recently concluded Communication Training
- Assessed Communication Related programs and identified areas to increase effectiveness, identify areas of opportunity, and observable behaviors of agents taking calls
- Wrote material for sales pitches, empathy statements, and communication guide for agents with no call center experience
- Joined calibration sessions with clients and stakeholders to assess customer needs and introduced innovative solutions for communication issues
- Maintained professionalism and efficiency while working closely with leadership.
Senior Customer Service Representative
Convergys Philippines, Inc
05.2005 - 12.2007
- Resolved and de-escalated customer complaints by solving issues quickly, achieving high level of customer satisfaction
- Consulted with customers to provide valuable customer service and achieve a high sales percentage as a result
- Consistently achieved top ranking for customer satisfaction, retention and referrals
- Efficiently resolved Satellite Cable issues of 50 customer phone calls received daily
- Daily answered 70 inbound calls and efficiently directed caller to correct individual or department
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Communicated effectively to appease angry customers by suggesting the best ways to resolve service and billing issues
- Communicated with customers to explain billing procedures, payment arrangement options, and accurately process all payments
- Responded to reported technical issues and using personal knowledge and experience resolved problems in a timely manner
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Education
Bachelor of Science - Computer Science
University of St. La Salle
Bacolod City, Negros Occidental. Philippines06.2005
Skills
- Curriculum Design
- Creating and Developing Modules or Learning Materials
- Directing Team Members
- Client Relationship Management
- Organizational Leadership
- Producing Videos
- Leading Seminars
- Scheduling Training and Orientation Sessions
- Company Policy Compliance
- Employee Performance Reviews and Coaching and Development
- Online Training
- ADDIE Model
Affiliations
- Sun Life Philippines—Financial Advisor (2014-2022)
- People Ignite, Inc. (2015 - 2021)
Timeline
Senior Trainer/Supervisor of Operations
Confidential
02.2021 - Current
Client Relations Manager
Real Estate IQ
12.2020 - 01.2021
Product Trainer/Junior Instructional Designer
Real Estate IQ
10.2020 - 12.2020
Trainer
Convergys Singapore Holdings, Inc
08.2011 - 11.2015
Communications Specialist
Convergys Philippines, Inc
08.2009 - 09.2011
Senior Customer Service Representative
Convergys Philippines, Inc
05.2005 - 12.2007
Bachelor of Science - Computer Science
University of St. La Salle
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