RAYMART VARGAS
Santa Maria, Province Of Bulacan
Summary
Accomplished Training Supervisor and Data Analyst with a proven track record at Concentrix and IBM Daksh, enhancing staff development and data quality through innovative training and meticulous data analysis. Excelled in coaching, curriculum design, and problem-solving, significantly improving program effectiveness and compliance. Expert in integrating technology with traditional methods to achieve outstanding results.
Overview
13
13
years of professional experience
Work History
Training Supervisor
Concentrix
02.2024 - Current
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Assessed new employee skills and strengths to provide customized training.
- Updated employees with latest policies, procedures and compliance standards.
- Integrated technology resources into courses to diversify instruction.
- Collaborated with company leaders and department managers to determine training needs.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Directed training programs and development paths for managers and supervisors.
- Analyzed effectiveness of training programs at all levels and recommended updates.
Communication Skills Trainer
Concentrix
02.2021 - 02.2024
- Facilitates pre-process training for new-to-role customer service representatives, with a primary focus on English language proficiency.
- Develops training materials and conducts training enhancements for experienced agents currently working on the floor.
- Monitors customer service calls to assess and improve communication skills among representatives.
- Creates detailed reports and analytics related to the role's performance, identifying areas for improvement.
- Engages with clients to promote innovative solutions and strategies that enhance the overall performance and effectiveness of the customer service team and the line of business.
Customer Service Subject Matter Expert
Concentrix
08.2019 - 02.2021
- Facilitated product development with implementation of standard best practices.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Developed and presented business cases, presentations and reports to senior management.
Customer Service Representative
Concentrix
09.2016 - 08.2019
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Data Analyst
IBM Daksh
05.2012 - 09.2016
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced daily reports using advanced Excel spreadsheet functions
- Upheld security and confidentiality of documents and data within area of responsibility.
- Documented effective and replicable methods for extracting data and organizing data sources.
Education
Bachelor of Science - Business Administration And Management
Immaculada Concepcion College
Caloocan City, Metro Manila, Philippines07-2024
Associate of Science - Computer Science
Immaculate Concepcion International
Santa Maria, Province Of Bulacan, Philippines04-2011
Skills
- Coaching and mentoring
- Training course oversight
- Compliance
- Staff development
- Program implementation
- Curriculum design
- Data quality
- Attention to detail
- Problem-solving
- Data validation
Languages
English
Advanced (C1)
Tagalog
Bilingual or Proficient (C2)
Timeline
Training Supervisor
Concentrix
02.2024 - Current
Communication Skills Trainer
Concentrix
02.2021 - 02.2024
Customer Service Subject Matter Expert
Concentrix
08.2019 - 02.2021
Customer Service Representative
Concentrix
09.2016 - 08.2019
Data Analyst
IBM Daksh
05.2012 - 09.2016
Bachelor of Science - Business Administration And Management
Immaculada Concepcion College
Associate of Science - Computer Science
Immaculate Concepcion International
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