Vanessa Hermano
Communications Trainer
Pasig
Summary
To enhance my professional skills in a dynamic and stable workplace and to use my skills in the best possible way for achieving the company's goals.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Officer
Pilipinas Teleserv
Quaipo Manila
04.2009 - 12.2011
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
Telesales Agent
Sykes Asia Inc
Ortigas Pasig
12.2011 - 08.2012
- Conducted thorough follow-ups with potential clients to maintain engagement levels, resulting in increased conversion rates from lead to sale.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Utilized sales techniques to build customer interest and close sales.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through active listening and effective communication.
Customer Service Representative
Telephilippines Incorporated
Greenfield District Mandaluyong
08.2011 - 12.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
Communications Trainer
Concentrix CVG Inc Philippines
Mandaluyong City
03.2016 - Current
- Provides excellent customer service interaction to all valued creditcard holder
- Advise best offer and promotion to their accounts
- Check and update all information necessary to their accounts
- To ensure 100% satisfaction from the customer.
- Evaluated participant progress through assessments and feedback, identifying areas for improvement and adjusting training content accordingly.
- Provided personalized recommendations for continued learning resources based on individual needs assessments conducted during the program.
- Participated in professional development opportunities to expand knowledge base, staying current on trends and innovations in the field of communication training.
- Implemented innovative teaching methods to cater to different learning styles within the group, maximizing individual progress.
- Delivered engaging presentations on various communication topics, fostering a positive learning environment for all attendees.
- Created comprehensive lesson plans focusing on active listening, non-verbal cues, and conflict resolution techniques to strengthen interpersonal relationships at work.
- Enhanced communication skills of trainees by incorporating interactive activities and real-life scenarios into training sessions.
- Coached employees one-on-one to address specific communication barriers impacting their job performance or career advancement opportunities.
- Facilitated group exercises that encouraged collaboration and constructive feedback among trainees, building stronger workplace dynamics.
Education
Bacherlor Of Arts - International Studies
Xavier University(Ateneo De Cagayan)
Corales St. Cagayan De Oro City 06.2004 - 03.2007
Skills
Verbal Communication
Assessment tools
Learning Management Systems
Training delivery
Mentoring abilities
Persuasion techniques
Feedback Techniques
Training facilitation
Classroom Management
Effective Communication
Problem-solving abilities
Time Management
Professionalism
Family Information
Father's Name: Fernando Hermano
Occupation: Laborer
Mother's Name: Florentina Hermano -Occupation: Housekeeper
Identification Numbers
TIN:284-141-442-000
SS:34-1716955-7
Pagibig-1210-7408-1463
Philhealth-02-050510207-0
Education Attainment
- 1996, 2000 Misamis Oriental Gen Comprehensive High School, Don. Apolinar Velez St . Cagayan de Oro City
- 1990, 1996 Macabalan Elementary School, Cagayan de Oro City
Timeline
Communications Trainer
Concentrix CVG Inc Philippines
03.2016 - Current
Telesales Agent
Sykes Asia Inc
12.2011 - 08.2012
Customer Service Representative
Telephilippines Incorporated
08.2011 - 12.2014
Customer Care Officer
Pilipinas Teleserv
04.2009 - 12.2011
Bacherlor Of Arts - International Studies
Xavier University(Ateneo De Cagayan)
06.2004 - 03.2007