Vincent Paul R. Navarro
22 Miguel Cuaderno St., BF West Phase V
BF Executive Village, Las Piñas, Metro Manila
(63)932-426-1133 (M)
(63)915-505-1488 (M)
www.linkedin.com/in/vincent-paul-navarro-31370231
Employment
SPi Global – Training Manager (June 2015 – March 2017)
· Responsible for the development, implementation and maintenance of training programs for the Telesales team
· Training program development and coaching interventions on skills such as communication, language (English), customer service, call handling and sales techniques.
· Conduct training on sales, customer service and other developmental programs for agents
· Together with the Senior Operations Manager, responsibility for the screening of candidates for the account
· Responsible for the overall development of each agent by enrolling and/or creating development programs for their progression
· Responsible for creating online training programs or e-learning modules to be used on-site (countrywide) or off-site (sites in other countries)
· Conducts coaching sessions and skills interventions for improvement of skills
· Conducts certification programs for training specialists of the account
· Liaises with different client stakeholders for updates on client information for purposes of training
· Assists in monitoring quality assurance through quality monitoring activities such as call monitoring assessments
SiTEL Philippines – Project/Contract Based (October 2012 – April 2013)
Learning Specialist – Virgin Australia
· Responsible for training new hire agents and tenured agents on communication skills such as grammar, pronunciation and communication soft skills such as active listening and effective questioning.
· I am also responsible for training tenured agents on up-skill training modules on systems with regard to their ability to service guests.
· Developed new training programs on communication skills for tenured agents to address improvement areas and capitalize on the strengths.
· Developed a evaluation tool used for training needs analysis that allowed the trainers to assess agents and determine areas of improvement for team leaders to use for coaching. The tool is also used as a follow through tool to determine improvements after training.
· Assisted team leaders as well with coaching for communication skills improvements for their respective agents.
· Conducted other up-skill training programs for the agents of the account
Nokia Academy – part of the pool of trainers (May 2006 – 2009)
· Certified Silver level trainer for the Nokia Academy
· Conducted sales training for frontline staff, retailers and telecom providers on the operating system and devices
· Also conducted retail visits (metro-wide and provincial) to assess frontline staff on their knowledge of the device, the applications and the sales process.
SiTEL – December 2006 to February 2008
Learning Specialist (Supervisor)/Senior Learning Specialist (Senior Supervisor/Asst. Mgr.)
· Responsible for the training and development of all incoming trainee agents and current agents thru training courses on communication skills, customer service agent skills
· Conducted and facilitated the basic training of incoming agents in American culture and geography, speech, customer service and sales skills (inbound and outbound).
· Responsible for the enhancement of all training programs to be conducted to all trainees and agents. Development of programs thru research on new technology and materials.
· Supervised a group of trainers for all foundation skills training across all accounts*
· Generated reports on trainee status and trainee head count, trainer effectivity*
· Monitored progress of trainers thru performance evaluations, trainer evaluations*
· Generated trainer schedules and classes, reports on trainee headcount*
· Worked closely with recruitment and account specific learning managers for class schedules, trainer availability on hew hire foundation training and refresher/Comm-Bay courses
· Tracked trainer development and scheduled trainers for trainer development programs*
· Attended several training courses on leadership, developing others, coaching, etc.
· Successfully conducted needs analysis of certain accounts to determine English proficiency and standards. Implemented necessary measures and interventions thru short classes during shifts for the different teams.
CONTACT POINT OUTSOURCE SERVICES, Inc. – August 2004 to February 2005
Training Supervisor – Service Quality and Training
· Responsible for the training and development of all incoming trainee agents and current agents thru training courses on basic customer service agent skills and product orientation
· Conducted and facilitated the basic training of incoming agents in American culture and geography, speech, customer service and sales skills.
· Responsible for the enhancement of all training programs to be conducted to all trainees and agents. Development of programs thru research on new technology and materials.
· Supervised a group of trainers for product training and trainee incubation
· Generated reports on trainee status and trainee head count
· Initiated additional performance tests such as mock call exams as part of the curriculum, imbedded into the program and as part of the final testing.
PARADIGM SHIFT CORPORATION – May 2001 to May 2003
Associate – Consulting and Training Group
· Responsible for developing training programs on customer service with particular emphasis on call center operations. Programs such as call handling, speech training and conflict resolution and on customer-focused development programs
· Group member: conducting the “Mystery Shopper” project of the Rizal Commercial Banking Corporation in their drive for quality service. Group Member: Basic Customer Service Values Program for Isuzu Philippines Corporation
· Facilitated teambuilding activities through experiential learning techniques.
· Facilitated processing of teams during these activities promoting teamwork, a better understanding of individual and group capabilities and understanding the make up of what makes high-performing teams according to the participants
Affiliation with Global Training Solutions as part of training and facilitators pool
ETELECARE INTERNATIONAL – May 2000 to May 2001
Team Leader – Operations Group
· Responsible for a team of agents who are tasked to address concerns of callers/customers using voice, email, chat, fax technologies. Helped establish base operations for the company in the initial stages of start-up
· Responsible for the overall development of agents/associates within the team through constant coaching and mentoring assisted by tools such as Witness (call recording) and Lucent CentreVu (statistics measurement)
· Set individual and team goals; Responsible for the quality, efficiency of the each agent and of the team; develop best practices to be able to improve in the quality, efficiency of call handling and for overall program improvement by creating call flows, and decision trees
· Report generation such as Weekly Team Performance Reports, Exception (Shift) Reports; Interpretation of Shift Reports for projection of call volumes and Manpower staffing projections.
· Develop materials for use in a particular program; Assisted the training department in the orientation, training of new batches of agents in overall operations and customer care handling.
KNIGHTS OF COLUMBUS FRATERNAL ASSOCIATION OF THE PHILS., INC.
May 1998 – May 2000
§ Responsible for the training of all insurance agents (Fraternal Counsellors) for the Association. Conducted training programs for all new agents and on-sight inspections of possible venues, consolidated and formulated budgets for each training session. Also responsible for all logistics such as training materials, venue arrangements and recruitment/qualification specifications of participants.
§ Headed the committee for the 40th Anniversary celebration of KCFAPI. Planning for the whole celebration which included booking for the venue, creating the program, logo for the celebration and hosting the said event.
Others:
TrainStation Inc. – Consultant/Trainer (pool)
· Conducts training programs on leadership, sales, motivation, team-building among others, using Neuro-Linguistic Programming (NLP) as a methodology.
· Certified NLP Practitioner.
Innovative Ideas@Ph – Consultant/Trainer (pool)
· Conducts training programs on management development, sales/technology training and team building workshops for institutions and corporations. Customer service and language proficiency (English) learning workshops are likewise conducted.
Certified Apple Sales trainer – ThinkDharma (Official iPhone distributor May 2013 – January 2014)
· Conducted sales training programs for the frontline of partner retailers in the Philippines
CRESTCOM Pilipinas – Consultant/Sales Executive
MAPFRE Insular – Trainer
SAN MIGUEL FOODS, Inc. – MIS staff / trainee
Affiliated with:
TEAM LEARNING ASSOCIATES (since 2002) – Facilitator
– Assisted/facilitated in team building seminars and management development seminars conducted in the group. Clients in industries such manufacturing, pharmaceuticals, service among others.
– Assessment of sales staff, management team
Education
1991 – 1994
De La Salle University – Manila
BSBA – minor Computer Applications
De La Salle University – Manila 1989 – 1991
BSC – Marketing Management
Graduated from:
High School – La Salle Green Hills 1985 – 1989
Grade School – Manresa School and
Benedictine Abbey School
(now San Beda College – Alabang)
Seminars Attended:
The Bullet Proof Manager Training series (1995 – 1996)
Breakthrough Selling 2000
Seminar on Securities (Phil. Institute for the Securities & Exchange Commission)
Train-the-Trainor seminar by Guthrie-Jensen (seminar on presentation skills)
Trainings for CSAs & Team Leaders
Basic Training for Customer Service Associates (Speech, Call Handling, etc.); Team Leader Training (Coaching & Mentoring); Lucent Technologies Training (Call Master IV); Witness/EQuality technologies (recorded calls)
Mind Mapping for Business Applications January 2002
Pathways to Excellence February 2007
LM Blitz – leadership and coaching September 2007
Skyspeed program (airline booking software) October 2012
Apple Sales Training Online (ASTO) June 2013
Apple Sales Training (Train-the-Trainer) June 2013
Skills and Interest:
Fluent in spoken and written English; Intermediate working knowledge in the use of desktop programs (Word, Excel and PowerPoint), Windows applications, Very good interpersonal skills; Skills in planning, logistics, budgeting and forecasting.
Appreciates music, enjoys movies and sports (volleyball, badminton, billiards, running, golf, football). Appreciates different genres of reading material, both fiction and non-fiction.
Personal Information:
Born : August 23, 1972 Religion : Roman Catholic
Health : Very Good Civil Status : Single
Height : 5’ 10” Weight : 190 lbs.
SSS : 33-4441843-6 T.I.N. : 907 – 836 – 688
PhilHealth : 33 – 4441843 – 6
Passport Number : EB8407585 **
* References available upon request
** Holder of a valid and current passport
References
- Sanjay Rucan Tanduyan – Senior Operations Manager (Springer Telesales)
[email protected] (+63)998 961 2300
- Dylan Moulton – Springer Nature (NY)
[email protected]
- Wondell Salazar – HR Manager, SPi Global (Dumaguete)
[email protected] (+63)920 965 8509