Paul Oliver Marquez
Global Development Facilitator
Mandaluyong City, Metro Manila,00
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
20
20
years of professional experience
Work History
Global Learning and Development Facilitator
Well Fargo Philippines
6 2021 - Current
- Conducted virtual trainee facilitation via Saba Centra/Skype during the Covid-19 Pandemic for US based participants
- Facilitated modules that helped provide excellent customer service to branch tellers (new-hire, refresher, process, product or systems, customer experience skills)
- Provided one on one coaching and group coaching to assist in the learning of new skills
- Provides direction and support with various level business leaders on functional learning strategy
- Provided expanding knowledge of general learning and development (L&D) programs to understand the interconnectivity and business impact of various solutions.
Global Communications Trainer Level 2
Global Communications and Management Academy
03.2018 - Current
- Conducted Communications training focusing on pronunciation, fluency, vocabulary and grammar
- Evaluated trainee recordings through real time calibrations and recorded call listening
- Coached trainees based on TIER feedback form focusing on their strengths and developing action plans for their area of opportunities
- Facilitated NYT (Now You’re Talking) sessions to promote a safe and fun learning environment for trainees to learn English
- Processed daily admin reports and Attendance tracking for trainees
- Created daily and weekly lesson plans for different training levels.
Product Trainer and Quality Assurance Analyst for Voice/Email
Target
12.2017 - 02.2018
- Conducted Supervisory role admin work
- Supported the program by means of floor walking duties, chat support, and call time functions
- Monitored and evaluated quality assurance for Voice, Chat and Email LOBs
- Ran Recursive updates from client to agent population real time.
Product Trainer for Voice/Email
Kohls
10.2017 - 12.2017
- Ran New Employee Orientation, Communication and Culture Training (CCT), Program & Systems Training (PST), and Technical Basics for New Hire classes
- Coached new hire trainees on how to improve their communication skills which includes, but are not limited to pronunciation, grammar, fluency, and vocabulary
- Conducted Supervisory role admin work
- Supported the program by means of floor walking duties, chat support, and call time functions.
Product Trainer for Voice
Time Warner Cable / Brighthouse Networks (High SpeedData Repair)
08.2014 - 10.2017
- Facilitates Product Specific Training for new hire employees for a tech support /customer service account
- Coached and provided feedback to trainees during fish bowling or Nesting calls
- Tracked leadership and agent compliance to weekly supplemental
- Cascaded supplemental training and Recursive training to Operations when there is no ongoing classes
- Took calls for 4 hours a month
- Fulfilled floor support and mentor duties when there are no classes.
Communication & Culture Trainer
Time Warner Cable / Brighthouse Networks (High SpeedData Repair)
08.2014 - 10.2017
- Facilitated new hire classes from Communication & Culture Training (CCT)
- The first trainer who was certified to run both CCT and PST among all 23 trainers in HSD Repair
- Tasked to be part of the [24]7 Cebu Implementations Team, a team of five trainers who were sent to Cebu from January to March 2014 to train new hires from CCT to FHB and to make sure that all systems are working
- Held recursive classes for tenured agents as a means of assisting in the completion of the monthly recursive training hours mandated by the client
- Addressed performance and behavioral concerns by coaching and providing feedback to trainees
- Assigned POC for Daily Training Hours and Team Compliance reporting
- Formulated training delivery methods for client-mandated modules such as FCR Pro Appointments
- Strictly observed the non-fraternization policy between a trainer and his trainees within the training length and post-training + 30 days.
Communication & Culture Trainer and Product specifics Trainer
Everything Everywhere – T Mobile UK (Pay Monthly/Pay as You Go)
10.2012 - 08.2014
- Facilitated both Communication & Culture (CCT) and Program & Systems Trainings (PST) for newly hired employees for both Pay Monthly (subscribers with line service) and PAYGO (prepaid services)
- Addressed performance and behavioral concerns by coaching and providing feedback to trainees
- Performed call time functions as per requirement (1 hour a week if not handling a class)
- Conducted floor support for new hires who were in Gradbay by answering their product-related queries
- Participated in weekly call calibrations with the other CCT and PST trainers
- 1st to be certified to facilitate UK culture Workshop “WORLD CLASS”, a workshop that exposed tenured agents on UK-fied language and culture that helped them communicate more effectively with customers from the UK.
PST and Recursive Trainer Apprentice
Time Warner Cable / Brighthouse Networks (Tier 2)
05.2012 - 10.2012
- Ran New Employee Orientation, Communication and Culture Training (CCT), Program & Systems Training (PST), and Technical Basics for New Hire classes
- Coached new hire trainees on how to improve their communication skills which includes, but are not limited to pronunciation, grammar, fluency, and vocabulary
- Conducted recursive trainings and workshops for tenured and new agents on a daily basis, in order to meet the 100% training hours quota mandated by the client
- Supported the program by means of floorwalking duties, chat support, and call time functions
- Sent out daily reports and updates regarding trained/untrained/inactive agents/compliance rates to Workforce, Team Leads, Training & Development team, and Mentors on Duty (MOD)
- Helped facilitate onboard processes for new trainer apprentices.
Technical Service Representative
[24]7 Inc.
03.2008 - 05.2012
- Troubleshot Internet connectivity and email issues for Time Warner Cable and Brighthouse Networks customers
- Mentored, coached, and did floorwalking/support duties for agents during their nesting period.
Subject Matter Expert Xbox Live Support
Telus Philippines
09.2007 - 02.2008
- Answered Xbox Live Support queries from agents over the phone and provided technical assistance and support for troubleshooting advanced concerns regarding connection and gameplay
- Monitored call escalations from tech support agents
- Performed supervisory duties such as sending emails to clients regarding customer concerns about their Xbox Live accounts, Answered Escalation calls, Provided Credit and Adjustment to customers account issues.
Technical Support Representative Xbox Live Support
Telus Philippines
03.2006 - 09.2007
- Resolved customer issues concerning hard-wired or wireless internet connectivity/gaming for Xbox 360 gaming consoles and its connection and gameplay through its online service known as Xbox Live
- Underwent training as a Subject matter expert and other team lead developmental activities.
Technical Support Representative
People Support Philippines
08.2004 - 03.2006
- Troubleshot Internet connectivity and email issues for Earthlink Cable Internet services
- Installed Computer associates Antivirus software with full configuration and support
- Handled webhosting concerns such as FTP process for uploading files, Domain name registration, Basic HTML and XML troubleshooting, JAVA script error checks, etc.
Education
No Degree - Information Technology
Mapua Institute of Technology
Makati City, Metro Manila, Philippines 04.2001 -
High School Diploma -
United Christian Academy
Parañaque 04.2001 -
Saint Andrew's School
Parañaque 04.2001 -
LH Montessori High School
Parañaque 04.2001 -
Skills
Monitoring and Evaluation
Training facilitation
Cross-cultural communication
Classroom Instruction
Small Group Instruction
Written and oral communication
Leadership training
New hire on-boarding
Training delivery
Process evaluation and enhancement
Adaptive Learning
Community Engagement
Organizational Development
Accomplishments
Projects and Achievements
Project Booster (24/7-inc /Time Warner Cable) June 2015-December 2015
- A client wide project between Operations and the Training development team to improve the CSAT and FCR scores of agents across the accounts who are bottom performers.
- Spear headed the project for our department (Training and Development Team) and lead 2 training apprentice to develop modules and did a study on what areas to improve CSAT and FCR for bottom performers (2 teams in Makati and 3 Teams in Ortigas). Provided coaching sessions, call listening and scenario based mock calls to help agents with irate US customers.
- Developed communication modules that focus on how US customers think and how to interact with irate customer. This was cascaded to bottom performing agents in the span of 4 weeks and garnered outstanding results (from a 69% Customer satisfaction to 92% increase)
- Was sent to Cebu for 5 months to run the same project to 5 teams of bottom performing agents. (from 65% Customer satisfaction rating to 90% increase)
Cebu Class Implementations (24/7-inc /Time Warner Cable) September 2014 – March 2015
- Was sent to Cebu to conduct new hire classes for Time Warner Cable
- 1 of 4 trainers who are both CCT and PST certified
- Handled 6 CCT and PST classes for the successful Cebu launch of 247-inc.
- Mentored Cebu training apprentices to handle future Cebu only classes
ProjectWorld Class (24/7-inc / Everything Everywhere T-mobile UK) 2012 to 2013
- Facilitated and certified other trainers to run World class, Culture and communications work shop to help Filipino Agents Bridge the culture gap between UK consumers.
- Provided coaching sessions, call listening, open talks and scenario based mock calls to help agents adapt to UK customers
Six Sigma trained 2013
- Attended Six Sigma training conducted by 24/7 –inc Six Sigma certified facilitators
P2 Award (24/7-inc) April 1, 2o11
- Award given to best out performing agent for 24/7 –inc Philippines for Time Warner Cable HSD repair.
Timeline
Global Communications Trainer Level 2
Global Communications and Management Academy
03.2018 - Current
Product Trainer and Quality Assurance Analyst for Voice/Email
Target
12.2017 - 02.2018
Product Trainer for Voice/Email
Kohls
10.2017 - 12.2017
Product Trainer for Voice
Time Warner Cable / Brighthouse Networks (High SpeedData Repair)
08.2014 - 10.2017
Communication & Culture Trainer
Time Warner Cable / Brighthouse Networks (High SpeedData Repair)
08.2014 - 10.2017
Communication & Culture Trainer and Product specifics Trainer
Everything Everywhere – T Mobile UK (Pay Monthly/Pay as You Go)
10.2012 - 08.2014
PST and Recursive Trainer Apprentice
Time Warner Cable / Brighthouse Networks (Tier 2)
05.2012 - 10.2012
Technical Service Representative
[24]7 Inc.
03.2008 - 05.2012
Subject Matter Expert Xbox Live Support
Telus Philippines
09.2007 - 02.2008
Technical Support Representative Xbox Live Support
Telus Philippines
03.2006 - 09.2007
Technical Support Representative
People Support Philippines
08.2004 - 03.2006
No Degree - Information Technology
Mapua Institute of Technology
04.2001 -
High School Diploma -
United Christian Academy
04.2001 -
Saint Andrew's School
04.2001 -
LH Montessori High School
04.2001 -
Global Learning and Development Facilitator
Well Fargo Philippines
6 2021 - Current
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