RONRON T. PECONADA

Home Address: Labu-o President Roxas North Cotabato, 9405 Philippines

Davao City, Philippines

[email protected]

013-9233-396

PROFILE/SKILLS

·         An English and Product Trainer with experience as Operation Supervisor, Technical Support Representative, Sales and Product Specialist;  six (6) years and two (2) months’ overall experience in the BPO industry.

·         Has expertise in cable, internet, phone services, customer service, customer sales, and credit file monitoring security system to one of the credit bureau in the US.

·         Seven (7) months  experience as Sales Agent

·         Experienced in conducting English and product training

·         Supervised a 15-20 agents to a Technical account

·         Has a great social and customer relation skills

·         Has a high sense of responsibility, well-organized, reliable and flexible

·         Proficient in Microsoft Word, PowerPoint, Excel and Outlook

EDUCATIONAL BACKGROUND

College                       Colegio de Kidapawan (CDK)

Quezon Blvd., Kidapawan City

3-year Diploma in Computer Technology

2009-2012

Secondary                   President Roxas National High School (PRNHS)

Pob. President Roxas 9405 North Cotabato

2004-2008

Elementary                   Labu-o Elementary Schol (LMS)

Labu-o President Roxas 9405 North Cotabato

1998-2003

EMPLOYMENT HISTORY

INTERNATIONAL EXPOSURE:

TRAINER (June 2018- Present)

Teleperformance Malaysia

Lengkok Mayang Pasir 1, Bandar Bayan Baru, 11900 Bayan Lepas, Pulau Pinang, Malaysia

Supervisor, Operations (October 2017 – June 2018)

TELEPHILIPPINES INC., Davao, Phils.

o    Coach and manage 12-15 agents to perform and meet all KPI goals.

o    Do SBS and remote monitoring to check behaviors that might affect performance.

o    POC for the cluster whenever ACM is not around to drive Cluster performance and conduct meetings with the Supervisors.

o    Call calibration such as QA, CE and process call.

o    Ensure that all the needs and questions of the agents are addressed real time.

Trainer (July 2016 – October 2017)

TELEPHILIPPINES INC., Davao, Phils.

TELEPERFORMANCE INC, Penang, Malaysia (June 2018-Present)

Overall Job Summary:

o   Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training)

o   Develops curriculum to support classroom training and alternative training

o   Provides feedback on existing curriculum for training improvements

o   Develops non-classroom communication and training materials

o   Analyze course materials and learner information

o   Assure preparation of the instructional site

o   Establish and maintain instructor credibility

o   Manage the learning environment

o   Demonstrate effective communication skills

o   Demonstrate effective presentation skills

o   Demonstrate effective questioning skills and techniques

o   Respond appropriately to learners needs for clarification or feedback

Duties/Responsibilities:

o   Provide positive reinforcement and motivational incentives

o   Use instructional methods appropriately

o   Use media effectively

o   Evaluate learner performance

o   Evaluate delivery of instruction

o   Report evaluation information

o   Assesses class and individual agent level performance

o   Demonstrates patience with all types of learners

o   Coaches employees one on one

o   Conducts pre and post training surveys where applicable

o   Works with supervisors to address employee performance gaps

o   Participates in client interaction (includes effective curriculum feedback and client visits)

o   Through demonstrated individual performance, promotes the highest standards of

ethical and professional conduct in dealing with employees, vendors, customers and the community

o    Performs other related duties and assignments as required and as assigned by manager

Technical Support Representative (January 2014 – June 2016)

TELEPHILIPPINES, Davao, Phils.

·         Team POC; handle sup calls and customer escalation requests

·         Answer Team queries and concerns

·         Submit EOD report when Supervisor is on vacation leave

·         Activate customers’ equipment; cable boxes and modems

·         Troubleshoot no cable, no internet connectivity and no dial tone issues and other customer service related concerns

·         Callback Team POC- client assigned project for Repeat Caller Queue (RCQ) cluster.

Telesales Representative (May 2014- December 2014)

NEXT BPO SOLUTIONS (NBPO), Davao, Phils

·         Offer Forex and Stocks Trading to prospect customers until a getting a close sale.

·         Manage CRM tool, ensure all customers’ data are accurate

·         Assist customer in navigating website for Forex and stocks online Trading without compromising their CC vital information.

·         Submit reports based on accomplishments per campaign/region leads.

·         Reach quota depending on a daily target.

Certification/Recognition

New Trainers Development Course Version 2 (NTDC V2.0) Certified
BEST T&D Certified
SFT/TOPS Certified (Operations)
Learning Through Values (LTV) Certified
TOP Trainer of the month – July Fiscal 2017.

CHARACTER REFERENCE:

NOEMAE ANNE LOZADA

Trainer

Telephilippines Inc. Davao City

Contact#:  09463044474

I hereby declare that the above-mentioned details are certified correct.