Audio File Introduction:Serge
Years Experience: 7
Previous Campaigns: Telco; Time Share; 1800 Flowers
LED Agent: No
Bachelor of Science in Mechanical Engineering
4/21/2014 — 4/18/2016
Teacher, Assessor, Coach, Talent Development
- Facilitates an energetic, professional classroom instruction for paired teams, small and large groups on assigned topics and areas of emphasis.
- Does call monitors (Remote and “SBS”) to ensure that call quality is maintained and that the call process is followed.
- Conducts one-on-one or two-on-one coaching for Conditional Associates to help them achieve the required performance goals in accordance with established timelines.
- Facilitates one-on-one teaching sessions with conditional associates who needs to be caught up due to attendance issues.
- Helps out in keeping curriculum and lesson plans up to date by reporting discrepancies and any “gray” areas. – Creates weekly reports to ensure that training progress is properly communicated to each corresponding party and to make sure that incidents are well documented.
- Facilitates onboarding classes for the company’s new hires to make sure that the new employees are kept motivated and excited for their new roles on their first 2 days with the company.
- Facilitates company-wide NL3 classes, specifically for Stress Management.
- Does call demonstrations by taking Marketing phone calls to share best practices with new hires. –
- Applies the Consultative Marketing strategy as an informative way of enticing prospects, get their buy-in and set them up for an appointment to visit the community
3/4/2013 — 4/20/2014
Level One RealPage Phils
- Creates work orders for residents in multiple communities in a timely manner
- Responsible for informing residents if there are any community wide issues
- Consistently maintains a PER (Scorecard) of above 95% – Consistent in being part of the overall TOP TEN performers.
4/1/2012 — 2/1/2013
Training Assistant Customer Service & Sales
StarTek, (TMO General Care)
- Co-facilitates GC New Hire classes with a buddy Trainer
- Does 1 on 1 coaching with trainees from PST until TCC – Does call monitors and evaluations for trainees –
- Facilitates Instructor-led trainings and web-based trainings
- Takes phone calls as a Sales agent
5/31/2010 — 7/31/2011
StarTek (TMO Prepaid) –
- Answers customer concerns about their account.
- Does Activations of new Accounts, Rate Plan Changes and reloads. –
- Does Basic troubleshooting and Mobile Number maintenance processes
5/1/2010 — 5/30/2010
Inbound Sales Representative
Aegis, People Support –
- Takes inbound orders from customers and upsells other products by providing them a feature and a benefit – Maintains a conversion rate of 93% and above.
1/5/2006 — 6/30/2006
Outbound Sales / Appointment Setter Pacific Monarch Resorts (Timeshare) –
- Manually looks for leads from online yellow pages and does cold calling to set up prospects to visit the physical address of the company near them. –
- Solid track record on having a lot of legitimate visits set.