Perlito Rodriguez Jr
Senior Trainer
Tanza
Summary
Highly motivated and experienced Senior Trainer with years of experience in designing and implementing training programs in call center industry. Seeking to leverage my leadership skills, innovative training techniques, and passion for adult learning to enhance employee performance, productivity and quality of work within a progressive organization. Committed to fostering positive learning environments and developing individual potentials.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Senior Trainer
Altair Global Solutions
10.2022 - 05.2024
- Developed surveys to identify training needs based on projected production processes and changes.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Tested all training software and hardware prior commencing training programs.
- Organized and edited training manuals, multimedia visual aids and other training materials using our Learning Management System (LMS).
- Managed to exempt employee coaching, training and performance improvement actions.
- Design, develop, and deliver comprehensive training programs for new and existing call center representatives on collections processes, procedures, and best practices.
- Equip representatives with a thorough understanding of relevant laws and regulations governing debt collection, such as the Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA).
- Chaired staff and monthly management meetings, communicating current progress towards training goals to staff and senior management.
- Managed training budgets efficiently, optimizing resource allocation to maximize return on investment.
- Conducting Final interview for aspiring applicants.
Customer Support II
Diversify OSS
03.2021 - 10.2022
- Managed multiple tasks simultaneously while maintaining a high level of quality service during peak periods of customer interaction volume.
- Assisted customers with troubleshooting technical issues via step-by-step guidance through email correspondence or live chat sessions using Zendesk tool.
- Streamlined response times for chat support, effectively reducing customer wait time.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Training & Customer Experience Specialist
TeleTech
11.2019 - 03.2021
- Trained new hires in efficient service, and developed a rigorous training program.
- Handled multiple tasks in a fast-paced environment while maintaining a high degree of accuracy.
- Performed training knowledge transfer sessions to SME's enabling them to guide and coach agents.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Monitor and evaluate inbound and outbound calls to assess agent performance on key metrics (e.g., call resolution time, customer satisfaction scores).
Technical Support Representative
TeleTech
02.2018 - 11.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems (Salesforce) to manage and process support actions and requests.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Sales Associate
Convergys
06.2016 - 01.2018
- Initiating sales with potential customers over the phone.
- Engaged with customers to effectively build rapport and lasting relationships.
- Meeting sales quotas.
- Gathering and documenting customer information, payment methods, purchases, and reactions to products.
Education
Bachelor of Science - Business Management
Cavite State University
Cavite City, CAVSkills
Curriculum Design
Training and mentoring
Employee Onboarding
Project and Program Management
Online training experience
Training material development
Client relationship management
Zendesk and Salesforce expert
Certification
Certified Lean Six Sigma Yellow Belt
Timeline
Senior Trainer
Altair Global Solutions
10.2022 - 05.2024
Customer Support II
Diversify OSS
03.2021 - 10.2022
Training & Customer Experience Specialist
TeleTech
11.2019 - 03.2021
Technical Support Representative
TeleTech
02.2018 - 11.2019
Sales Associate
Convergys
06.2016 - 01.2018
Bachelor of Science - Business Management
Cavite State University