VERNA RHEA YU
Training Manager
965 Paris St Malate,Manila
Summary
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
Work History
TRAINING and NESTING UNIT MANAGER
CAPITAL ONE PHILIPPINES SUPPORT SERVICES CORP
01.2017 - Current
- Oversee the performance of new hire associates who completed training for Fraud and Disputes Operations (FDO)
- Supervise Nesting Coaches (FTE count of 60) and is responsible for their onboarding and development during deployment
- Conducts weekly random call audits and provide coaching sessions to new hires
- Onboards new Trainers and conducts certification for Process Training
- Create and develop Nesting calendars customized for each line of business for new hires which includes activities that would help improve their process knowledge and performance
- Create and execute projects which are aligned with Operations metrics to help drive performance from new hire associates
SENIOR TRAINER
CAPITAL ONE PHILIPPINES SUPPORT SERVICES CORP
10.2013 - 12.2016
- Migrated and delivered training for the following FDO queues: Fraud Identity, Fraud Identity Payments Investigations, Card Support Center and Disputes Representments
- Handled the nesting phase for the newly migrated queues which involved overseeing the agenda, monitors, coaching with agents and floor walk support
- Responsible for preparing new hire associates to accomplish job results by coordinating, conducting and evaluating training to new hires
- Created projects to support Operations goals to address performance gaps with new hires
ASSISTANT MANAGER FOR TECHNICAL
HSBC ELECTRONIC DATA PROCESSING PHILIPPINES
11.2012 - 09.2013
- Equipped and prepared new hires / internal transfers with the required knowledge and skills in order to deliver excellent customer experience through initial line of business training for Fraud Operations
- Cross-skilled to train another line of business, Back Office Team and Collections
SENIOR OPERATIONS ASSOCIATE
HSBC ELECTRONIC DATA PROCESSING PHILIPPINES
05.2005 - 10.2012
- Handled inbound and outbound calls from customers by providing excellent customer service and providing solutions for their concerns
- Upskilled to take on the role of becoming a Fraud Investigator by resolving customer fraud claims and is responsible for the investigation of fraudulent transactions
CUSTOMER SERVICE ASSOCIATE
PEOPLESUPPORT PHILIPPINES INC
01.2004 - 05.2005
- Handled inbound calls for booking new reservations and modifying existing reservations for the travel account of Budget and Cheaptickets
Education
Bachelor of Science - BUSINESS AND ECONOMICS MAJORING iN MARKETING
DE LA SALLE UNIVERSITY
MANILA 05.2000 - 12.2003
GRADUATE - undefined
ST. STEPHEN’S HIGH SCHOOL
06.1996 - 03.2000
GRADUATE - undefined
ST. STEPHEN’S ELEMENTARY SCHOOL
06.1990 - 03.1996
Skills
Process evaluation and enhancement
Written and oral communication
New hire on-boarding
Time management
Account management
Project Management
Training and mentoring
Timeline
TRAINING and NESTING UNIT MANAGER
CAPITAL ONE PHILIPPINES SUPPORT SERVICES CORP
01.2017 - Current
SENIOR TRAINER
CAPITAL ONE PHILIPPINES SUPPORT SERVICES CORP
10.2013 - 12.2016
ASSISTANT MANAGER FOR TECHNICAL
HSBC ELECTRONIC DATA PROCESSING PHILIPPINES
11.2012 - 09.2013
SENIOR OPERATIONS ASSOCIATE
HSBC ELECTRONIC DATA PROCESSING PHILIPPINES
05.2005 - 10.2012
CUSTOMER SERVICE ASSOCIATE
PEOPLESUPPORT PHILIPPINES INC
01.2004 - 05.2005
Bachelor of Science - BUSINESS AND ECONOMICS MAJORING iN MARKETING
DE LA SALLE UNIVERSITY
05.2000 - 12.2003
GRADUATE - undefined
ST. STEPHEN’S HIGH SCHOOL
06.1996 - 03.2000
GRADUATE - undefined
ST. STEPHEN’S ELEMENTARY SCHOOL
06.1990 - 03.1996