Yelena Mae Taba
Lead Trainer
San Miguel St., Dumanlas, Buhangin, Davao
Summary
Experienced training professional with a 6-year track record of fostering a positive and inclusive learning through motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts. Passionate about creating engaging and interactive educational experiences that cater to diverse learning styles. Possesses excellent communication and interpersonal skills to establish strong connections with learners.
Overview
6
6
years of professional experience
Work History
Lead Trainer – Continuing Educ
Sutherland Global Services Inc.
11.2022 - Current
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Documented participant attendance, engagement and progress.
- Facilitate foundations training to CSRs for new programs.
- Create and update existing materials based on program updates and specifics.
- Content development for conversions and launches.
Virtual Training Facilitator
Sutherland Global Services
09.2018 - 11.2022
- Facilitate training to CSRs for new tools and/or updates and resource.
- Organizing program/class activities like: presentations, call simulation and role-laying exercises.
- Updating/revising existing curriculum/class agenda based on process updates.
Team Leader
Sutherland Global Services
01.2022 - 08.2022
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Chat Support Representative
Sutherland Global Services
01.2018 - 06.2019
- Ensured data security and privacy, adhering strictly to company guidelines during all customer interactions.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
Education
Bachelor of Science - Information Technology
Eastern Visayas State University - OCC
Ormoc City, LeyteSkills
Lesson Planning and Materials Organization
undefinedTimeline
Lead Trainer – Continuing Educ
Sutherland Global Services Inc.
11.2022 - Current
Team Leader
Sutherland Global Services
01.2022 - 08.2022
Virtual Training Facilitator
Sutherland Global Services
09.2018 - 11.2022
Chat Support Representative
Sutherland Global Services
01.2018 - 06.2019
Bachelor of Science - Information Technology
Eastern Visayas State University - OCC
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