Laarni V.

WORK EXPERIENCES Training Supervisor Direct Response (Phils.) 4th Floor Gilaida Bldng. 218-G Osmeña Blvd., Cebu City June 2009 – present nReviews the training programs for the operations floor and helps in formulating the different curriculums necessary for the growth of the account/s nHelps in the marketing strategies of the company in terms of recruitment and client negotiations nMonitors the performance of the training department in terms of performance and effectivity of the trainers and materials nHandles both communications and sales training as well International Call Center Proficiency Trainer Call Center Academy (CCA) #79 VEG Bldng. General Maxilom Avenue, Cebu City June 2008 – present nHandles a 100-hour call center training proficiency program covering the following modules: (1) Intensive English Communication (2) American Culture and Geography (3) Customer Service (4) Sales and Telemarketing [accredited by TESDA/ BPAP] nESL Teaching for Koreans/ Japanese (one on one sessions/ frequency is dependent on availability due to schedule for bigger classes) nAlso aids in formulating marketing strategies for the company’s growth and expansion and put them into implementation nDoes calibration and negotiations with partner/ non-partner Business Process Outsourcing companies nContinually updates the materials for the call center program in the academy and does constant researches for new related programs and executes them Insurance Agent (General Motors/ GMAC Insurance) Convergy’s Philippines Services (CPS) I2 Bldg., Asiatown, IT Park, Apas, Lahug, Cebu City January 2008 – August 2008 nHandles calls regarding all policies from the billing down to updating the customers information and processing necessary documents with compliance to the Department of Motor Vehicles (DMV) nCorresponds with all the other agencies such as other insurance companies and government establishments if necessary in taking full responsibility over the customers policies nConducts thorough investigations regarding questionable policies in accordance with the company’s rules and regulations Team Supervisor (Earthlink) SAVEs and Retention Account PeopleSupport (Phils.), Inc. Unit 6, Asiatown, IT Park, Apas, Lahug, Cebu City August 2007 – January 2008 Team Supervisor OIC (Earthlink) (SAVEs and Retention Account) PeopleSupport (Phils.), Inc. Unit 6, Asiatown, IT Park, Apas, Lahug, Cebu City May 2007 – August 2007 JOB DESCRIPTION (TEAM SUPERVISORY POSITION/ OIC) nHandles direct reports and make sure to drive performance within the team and hit client specified metrics/ KPI – Gross Saves Rate (GSR), Average Handling Time (AHT), Quality Assurance (QA), Customer Satisfaction Survey (CSAT), Credits per Save and per Cancel, Churn Rate nDoes constant coaching and feedback on every direct report to get desired results (Side-by-Side/ Remote Barging, Weekly Appraisals, etc.) nDoes client interaction to report about the LOB’s progress and factors affecting performance within the day/ week/ quarter (JCM, Strat Sessions, QBR, External Calibration Sessions, etc) nDoes QA evaluations for each direct report every week to monitor on agent’s handling skills nMaximizes each agent’s strengths and develop their full potentials in order to effectively hit the team’s goals Team Coach (Earthlink) (SAVEs and Retention Account) PeopleSupport (Phils.), Inc. Unit 6, Asiatown, IT Park, Apas, Lahug, Cebu City November 2006 – May 2007 nHandles all agents from training; handles them during the nesting stage and prepares them for the life in the SAVEs floor nSets the basic foundation – LOB procedures, call handling skills, account processes/ policies, do’s and don’ts in a saves call nCoaching and feedback sessions nHandles refresher classes for tenured agents who are not performing SAVEs and Retention Agent (Earthlink) (Senior Representative) PeopleSupport (Phils.), Inc. Unit 6, Asiatown, IT Park, Apas, Lahug, Cebu City July 2006 – November 2006 nTakes inbound cancellation calls for the account nNeeds to hit the imposed KPI/ metrics – GSR (30%), AHT (12:00), CSAT (70%), QA (80%), CR/ Save ($13), Churn Rate nMain responsibility is to save customers who are intending to cancel their accounts ESL Instructor Friends English School HR Tourist Hotel, Pusok, Lapu-lapu City March 2006 – July 2006 nHandles one on one English classes/ sessions with Korean students from beginner level to intermediate (Focused Areas: Speech, Grammar, and Writing) nHandles TOEIC classes (number of students is normally 10 at a minimum while 20 is the maximum) Graphic Artist 88th Floor Gifts Inc. 2nd Floor Sudeco Bldng. MEPZ 1, Lapu-Lapu City June 2005 – July 2006 nConceptualize and design artworks for foreign customers nCreate layouts according to customer specification for custom jobs nLayouts new orders and always receives customer approval nProof read jobs; Lessens the amount of customer changes due to wrong interpretation and spelling nKeeps priority jobs moving to ensure shipment Customer Service Representative/ Proofer/ Coordinator 88th Floor Gifts Inc. 2nd Floor Sudeco Bldng. MEPZ 1, Lapu-Lapu City January 2005 – June 2005 nAnswer customer phone calls in a timely manner. Addresses and answers customer’s questions, problems, concerns or issues. nEnters customer orders into the M2M database. nFiles paperwork into correct location. nCorresponds with the other departments on a regular basis. nCompletes applicable reports. Student Librarian University of the Philippines Gorordo Avenue, Lahug, Cebu City June 2004 – January 2005 Web Page Designer Sales Representative and Writer (Web Page Designing and Advertising Team) 88 Design Ventures, Inc. North Reclamation, Cebu City June 2004 – February 2005 Student Clerical Assistant University of the Philippines High School Gorordo Avenue, Lahug, Cebu City June 2003 – March 2004 TRAININGS/ SYMPOSIUMS CONDUCTED Trainer International Call Center Proficiency Call Center Academy (CCA) #79 VEG Bldng, General Maxilom Ave., Cebu City June 2008 - present Speaker/Career Talk/ The BPO Industry/ Call Centers in the Philippines CVSCAFT Tagbilaran (Bohol), May 2009 AMA Computer College, Tagbilaran (Bohol), May 2009 Bohol University, Tagbilaran (Bohol), May 2009 Holy Name University (HNU) , Tagbilaran (Bohol), May 2009 Liceo de Cagayan University, Cagayan de Oro City, March 2009 Surigao State University, Campus Educational Tour, Cebu City, March 2009 Surigao State University, Campus Educational Tour, Cebu City, February 2009 WORKSHOPS/ TRAININGS/ SEMINARS ATTENDED §SCP (Supervisor’s Certification Process) PeopleSupport University Unit 6, Asiatown, IT Park, Apas, Lahug, Cebu City (Courses Covered: 3 Day Overview on a Supervisor’s Role, Coaching 102 – GROW-E Concept, KPI/ Key Performance Indicators, CMA/ Compliance Management, Excel, Powerpoint, Writing Performance Appraisals, Client Interaction, Team Effectiveness, Leadership Effectiveness, Time Management, etc.) §Earthlink TrueVoice Training (Processes, Procedures, specifications of the Voice Service) PeopleSupport (Phils.), Inc. §BABM Training (How To Be An Effective Sales Agent) PeopleSupport (Phils.), Inc. §SAVEs Training (How To Be An Effective SAVEs and Retention Agent) PeopleSupport (Phils.), Inc. §Earthlink Client Specifics Training (Customer Service Processes and Procedures) PeopleSupport (Phils.), Inc. §Graphics Design Training (The Concepts of Graphics Designing) 88th Floor Gifts, Inc. §Adobe Workshop Seminar (Workshop on the intensive use of Adobe Illustrator 10.0, Adobe Illustrator CS version, Adobe Reader, and Adobe Photoshop) EDUCATION §College Bachelor of Arts in Mass Communication University of the In the Visayas, Cebu College §High School With Honors University of the Philippines High School (UPHS), 1999-2003 §Elementary Valedictorian Lawaan Elementary School Lawaan Talisay City, Cebu 1993-1999