Richard Grafil
Trainer
Pasig, Metro Manila
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 6 years of related experience.
Supportive Trainer with detailed knowledge of industry practices and skill to provide long-term success for companies. Trained and certified for Virtual and Brick and Mortar set up.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Trainer
Teleperformance
05.2014 - Current
- Facilitating engaging class, identifying areas of improvement and opportunities for the learner
- Evaluating skills and attending to the learners challenges, organizing training materials and scheduling training sessions, and submitting timely reports to the management on progress.
- Developed long-term training strategies for new and existing employees across multiple departments.
- Documented participant attendance, engagement and progress.
- Completed frequent assessments of training materials, structure and success rates in order toenhance programme.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with Operation, Quality and Workforce Management to help those agent who struggles to hit their KPI's through learning sessions.
Quality Assurance Analyst
Teleperformance
06.2017 - 02.2018
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
- Implemented automated testing solutions to reduce manual effort, increasing overall efficiency within the QA team.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Analysed performance test results, making enhancement suggestions based on product inefficiencies and faults.
Customer Service Representative
Teleperformance
05.2014 - 05.2017
- Maximised customer satisfaction by resolving service issue promptly.
- Processed and issued product orders and service upgrade for customers.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Commerce - Undergraduate
City of Malabon University
Malabon, Metro Manila, Philippines 04.2001 -
Skills
Learners Engagement
Classroom Management
Lesson Planning
New Hire Training
Online Instruction
Coaching Facilitation
Root Cause Analysis
Additional Information
VOLUNTEER WORK
- Feeding program for the street kids and homeless people throughchurch ministry and NGO's.
- Volunteered as a councilor and marshal for the typhoon YOLANDA survivors via DSWD Oplan Salubong
- Part of Logistics Team for an International Conference under Church Ministry held in the Philippines
CHARACTER REFERENCE
- Doris Martirez Corporate Auditor, Teleperformance Philippines +639278273293
- Ma. Dulce Mondalo Assistant Call Center Manager, Teleperformance +639268414803
- Angeline Alisson Diverson Training Manager, Teleperformance Philippines +639760205650
Certification
Teleperformance Supervisor's Foundation Training Certified
Certifications
Certfications in Teleperformance is mandatory for employees who seek higher post. Each post has it's own training and certification for employees ensuring alignment of Teleperformance Standard all around the globe.
Timeline
Teleperformance Supervisor's Foundation Training Certified
12-2023
White Belt Lean Six Sigma Certification, Teleperformance Phillippines
05-2020
Teleperformance BEST T&D New Trainers Development Course, Level 1 Certified
06-2019
Teleperformance BEST T&D New Trainers Development Course Certified
02-2018
Quality Assurance Analyst
Teleperformance
06.2017 - 02.2018
Trainer
Teleperformance
05.2014 - Current
Customer Service Representative
Teleperformance
05.2014 - 05.2017
Psychological First Aid, Christ's Commission Fellowship
11-2013
Bachelor of Science - Commerce - Undergraduate
City of Malabon University
04.2001 -
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