Glenda Marie Lagrana
Pasay City
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help adult learners excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
18
18
years of professional experience
Work History
Business Specialist
Telstra International Philippines
05.2025 - Current
- Established strong relationships with key stakeholders through effective negotiation and collaboration techniques.
- Proactively addressed escalated customer issues with timely resolutions that also identified root causes for preventative action in the future.
- Promoted a culture of continuous learning by providing ongoing training opportunities for team members, leading to improved skill sets and increased employee retention rates.
- Led restructuring of organization internal processes, resulting in improved performance.
Subject Matter Expert
Telstra International Philippines
05.2024 - 04.2025
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Business Specialist
Telstra International Philippines Inc.
06.2022 - 05.2024
- Review interactions against experience standards and work towards accelerating C&SB's ambition to set a new benchmark in trust with our customers
- Complete Sales High-Risk Compliance evaluations
- Facilitates calibration
- Knowledge and process documentation in Confluence and other data warehouse tools
- Development of communications (newsletters)
- Prepare reports and report documentation.
Team Leader
Telstra International Philippines Inc.
11.2021 - 05.2022
- Set team goals and KPIs
- Oversee day-to-day team’s performance
- Facilitate weekly coaching and chat calibration during Team Huddles
- Do regular performance evaluation
- Bi-weekly chat evaluation (2 chats per agent per month) and facilitate coaching sessions to highlight what went well and address challenges/opportunities
- Broad knowledge in lodging QA evals using the Live Person Messaging QA Refresh form and in the Verint system
- Generate insights to determine factors affecting the quality of conversation.
Subject Matter Expert
Telstra International Philippines Inc.
05.2021 - 10.2021
- Project: Sales Quality Masterclass/Certification
Customer Service Consultant
Telstra International Philippines Inc.
02.2019 - 04.2021
- T-Brilliance Awardee, September 2019
- One of delegates of Ultimate Boracay 2019
- Employed prescribed sales processes to cultivate strong customer relations
- Multitasked effectively to simultaneously handle web chats and customers’ needs
- Exceeded sales and performance targets consistently by being calm in stressful situations
- Helped boost sales revenue by skillfully promoting diverse Telstra products and services
- Used consultative sales approach to understand customer needs and recommended relevant offerings
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Maintained excellent attendance record, consistently arriving to work on time.
Learning and Development Specialist
Pepper Money Australia (PSO Manila)
04.2018 - 12.2018
- Created, organized, planned, and presented various forms of onboarding, orientation, and skills training for employees
- Developed unique training programs to fulfill workers specific needs to maintain or improve job skills
- Presented training and development programs using various forms and formats including group discussions, lectures, simulations, and videos
- Maintained excellent attendance record, consistently arriving to work on time.
Customer Experience and Sales Trainer / Academy Manager
Telco Services Australia
09.2015 - 02.2018
- Top Sales Trainer 2016
- Created, organized, planned, and presented various forms of onboarding, orientation, and skills training for employees
- Developed and facilitated training courses to align with client sales goals
- Established business relationships with clients to better monitor sales and service performance
- Developed fun and interactive training activities to improve new material learning and retention
- Liaised with managers and senior managers to determine training needs
- Maintained excellent attendance record, consistently arriving to work on time.
Interim Trainer
Teletech
03.2015 - 08.2015
- Facilitated group training courses to align with corporate sales and service goals
- Identified and adopted teaching resources to meet the varying needs of learners with different learning abilities
- Developed fun and interactive training activities to improve new material learning and retention.
Inbound Sales Representative
Teletech
01.2011 - 02.2015
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction
- Used a consultative sales approach to understand customer needs and recommended relevant offerings
- Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.
Retention Agent
Aegis People Support
09.2010 - 01.2011
- Responded to customers' request, offering excellent support and tailored recommendations to address needs to prevent service cancellation
- Met all call guidelines including service levels, handling time, and productivity
- Maintained up-to-date knowledge of product and service changes.
Customer Care Representative
24/7 Customer Philippines
06.2008 - 08.2010
- Assisted call-in customers with Prepaid questions and orders
- Managed billing, service, and account issues of Optus customers
- Responded to customers’ needs through competent customer service and prompt problem-solving.
Customer Service Representative
Convergys One
07.2007 - 05.2008
- Assisted customers by answering questions and fulfilling requests such as password reset, account verification for Yahoo! Mail users.
Education
CTP, Certificate in Education Program -
Philippine Normal University
03.2015
Bachelor of Mass Communication -
Pamantasan Ng Lungsod Ng Maynila
03.2007
Skills
- Sales Training
- Facilitation
- Strategic sales knowledge
- Order fulfillment
- CRM
- Training development aptitude
- Negotiation
- Coaching
- Recordkeeping
- Service standard compliance
- Excellent computer skills (MS software/Outlook)
Timeline
Business Specialist
Telstra International Philippines
05.2025 - Current
Subject Matter Expert
Telstra International Philippines
05.2024 - 04.2025
Business Specialist
Telstra International Philippines Inc.
06.2022 - 05.2024
Team Leader
Telstra International Philippines Inc.
11.2021 - 05.2022
Subject Matter Expert
Telstra International Philippines Inc.
05.2021 - 10.2021
Customer Service Consultant
Telstra International Philippines Inc.
02.2019 - 04.2021
Learning and Development Specialist
Pepper Money Australia (PSO Manila)
04.2018 - 12.2018
Customer Experience and Sales Trainer / Academy Manager
Telco Services Australia
09.2015 - 02.2018
Interim Trainer
Teletech
03.2015 - 08.2015
Inbound Sales Representative
Teletech
01.2011 - 02.2015
Retention Agent
Aegis People Support
09.2010 - 01.2011
Customer Care Representative
24/7 Customer Philippines
06.2008 - 08.2010
Customer Service Representative
Convergys One
07.2007 - 05.2008
CTP, Certificate in Education Program -
Philippine Normal University
Bachelor of Mass Communication -
Pamantasan Ng Lungsod Ng Maynila
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