Hi, I’m
Razel Rafael
Account Product Trainer/ IT Helpdesk
Pandi, Province Of Bulacan
Summary
For over seven years, have been providing technical support and solutions to clients across various industries and regions as an Information Technology Service Desk at Wipro, a leading global IT consulting and business process services company. Have gained valuable experience and knowledge in IT service delivery, quality assurance, and customer satisfaction, working with diverse teams and technologies.
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
12
years of professional experience
1
Certification
Work History
Wipro TechnologiesQuezon City
Product Trainer /IT Help Desk Technician
05.2012 - Current
Job overview
- Increased employee retention rates through informative and engaging new hire onboarding programs that promote company culture and values.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- designed and administered competency tests to evaluate trainee mastery, providing actionable insights for targeted coaching opportunities.
- Developed and implemented successful onboarding program.
- Implemented gamification elements into training courses that boosted engagement levels while reinforcing key concepts effectively.
- Identified and recommended staff for key positions and departments.
- Established and maintained quality control standards.
- Developed library of engaging training materials, including videos, presentations, and user guides to support onboarding efforts.
- Improved product adoption rates by designing and delivering comprehensive training programs for customers and employees.
- Introduced standardized training for cohesive learning environments.
- Monitored participant workflow and behaviors throughout training process.
- Supported productivity increase and business growth through new hire training and mentoring.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Developed job-specific competencies and performance standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed effective training plans based on department needs and objectives.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Stayed current on industry trends, attending conferences and workshops to refine skills and incorporate new techniques into existing training programs.
- Developed lesson plans, instructional materials and written practice tests for IT Helpdesk position and process training courses.
- Conducted regular assessments of individual progress, providing constructive feedback and personalized coaching to foster continuous improvement.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Tracked attendance and evaluated progress for assigned trainees.
- Collaborated with product development teams to ensure accurate representation of features during training sessions, leading to better understanding among users.
- Identified areas for improvement within existing training programs using data-driven evaluations, leading to enhanced performance outcomes across multiple departments.
- Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout organization.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Contributed to reductions in employee turnover by revamping training programs.
- Leading /managing team including coach team members, develop team strength, monitor team performance , identifying teams goal & objectives and delegate task and responsibilities.
- Timesheet monitoring and submission
- Asset management is also one of my responsibilities such assigning laptop and peripherals to employees
- Monitored system performance to identify potential issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Trained and mentored 10 to 15 new personnel hired to fulfill various roles
SPi Global
Customer Service Representative /Technical Support Representative
10.2012 - 05.2016
Job overview
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Tracked customer service cases and updated service software with customer information.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Processed customer service orders promptly to increase customer satisfaction.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cross-trained and backed up other customer service managers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provides top quality customer service to all VIP clients of program /
account - Handling Escalated concerns in terms of technical, billing issues and
product / services. - Creating ticket and coordinating it to technicians
Education
University of La Salette, Inc. Santiago, Province Of Isabela, Philippines
Bachelor of Science from Nursing And Midwifery
04.2001
Skills
Product Development
Virtual Training
Interpersonal Communication
Training Method Development
Customer Service
Issue Troubleshooting
Ticket management
Remote Technical Support
Help Desk Support
Certification
Human Resource Management Training
Timeline
Customer Service Representative /Technical Support Representative
SPi Global
10.2012 - 05.2016
Product Trainer /IT Help Desk Technician
Wipro Technologies
05.2012 - Current
University of La Salette, Inc.
Bachelor of Science from Nursing And Midwifery
04.2001