Resume_Alvarez, Regienald

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Work Experience

Convergy/Concentrix Philippines Customer Service Representative

Ensure service delivered to customers meets contractual Key Performance Indicatorrn(KPIs).rn
Take inbound calls and provide concise directions and satisfactory resolution torncustomer's issues.rnDeescalate situations involving unhappy customers, offering patient support andrnguidance.rn
Helping customers with troubleshooting and using the company's device, productsrnand services.rn
Review customer's account and provide updates and information about their billing. 

Concentrix Philippines Program Ready Trainer/ Trainer II

Prepared and presented training materials through classroom learning, hands onrndemonstrations, and supporting activities for the program.rn
Utilized effective presentation and facilitation skills including creative training andrnaccelerated learning techniques using a variety of training delivery modalities in arnclassroom environment.rn
Cultivated effective, consistent communication with managers, peers, and otherrnresource groups, including day-to-day informal interaction with clients.rn
Ensured training and program process content expertise by participating in processrnupdate meetings with the client partners, training materials and content review,rncalibration sessions and training certifications 

Concentrix Philippines Senior Trainer I

Helped the Training Supervisor in managing a group of training professionals tornsupport the training needs of the program.
Assisted in providing directions to the newrntrainers to perform their duties and responsibilities.rnProduced training materials for various instructional delivery methods including;rncomputer-based training, interactive, classroom training, and written job aides.rn
Measured the effectiveness of training programs using various feedback methodsrnsuch as focus groups, interviews, surveys, and revised programs based on results ofrnevaluations.
 Recommend curriculum of training process modifications to training projectrnmanagement based on internal customer feedback and or quality results.rn
Implemented innovative projects to aid achieving individual training performancernmetrics and operational excellence

September 2022- Feb 2023
Concentrix Philippines Supervisor, People Solutions Center

Manage and provide directions to 15 HR Associates to ensure that they will be able tornperform their day-to-day tasks, duties and responsibilities.rnCoordinates with department leaders to ensure Exit Clearance Processes are beingrncomplied with.rnEnsures that internal metrics and DOLE mandates in relation to Final Pay are beingrnmet.rn
Leads, monitors and generates reports for Exit Clearance Outbound call.rn
Leads weekly Operations Review to report Clearance Management and Stakeholders'rnmonthly performance in relation to Exit Clearance.
 Supports continuous improvement of Exit Clearance process and tool for betterrnemployee experience in relation to offboarding.

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