MS Office
Sharlene Manglicmot
Assistant Training Manager
Cainta, Rizal
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Training Manager
Teleperformance
Antipolo, Rizal
11.2020 - 06.2023
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Managed new employee orientation training process for more than [200] employees each year.
- Delivered new employee onboarding and training sessions via face to face and Ms Teams Office.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
Trainer
Teleperformance
Antipolo, Rizal
09.2016 - 10.2020
- Monitored participant workflow and behaviors throughout training process.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Implemented diverse instructional methods, optimizing trainee engagement.
Technical Support Representative
Teleperformance
Antipolo, Rizal
05.2013 - 08.2016
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Cable Services technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Telemarketing Representative
Sykes
Mandaluyong City
11.2006 - 04.2013
- Completed daily cold calling and outreach to build sales pipeline.
- Answered calls, took messages, and transferred calls to correct individuals.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Answered questions about company offerings with knowledgeable responses about products and services.
Education
Bachelor of Science - Nursing
Arellano University
Legarda, Manila Philippines 06.2003 - 03.2006
Skills
Course development
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Travelling
I love travelling to beaches, river and mountain hiking. It gives me the peace in mind, health and relieves stress.
Timeline
Assistant Training Manager
Teleperformance
11.2020 - 06.2023
Trainer
Teleperformance
09.2016 - 10.2020
Technical Support Representative
Teleperformance
05.2013 - 08.2016
Telemarketing Representative
Sykes
11.2006 - 04.2013
Bachelor of Science - Nursing
Arellano University
06.2003 - 03.2006
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