Leny Oliveros Learning Specialist
PhilippinesLeny P. Oliveros
Lot 24 AFP Housing Phase 2 Western Bicutan, Taguig City
09167084575
Learning Services Learning Specialist with 3 years of experience in facilitating learning for both new hires and regular employees, 4 years of experience in telephone sales, chat and email support as an associate, Passionate learner, Certified team player, Graduated Lean Six Sigma Yellow Belt Program, Awarded with recognition certificates
PROFESSIONAL EXPERIENCE
Cheetah, TELUS InternationalMcKWest Site, Taguig
Learning Services Learning SpecialistMarch 2015- Present
● Ensures that all Team Members in Cheetah team are updated with the latest Client Specific information needed to carry out their duties and responsibilities
● Assess training needs, determine learning gaps, recognize learning opportunities, and develop and deliver training and/or coaching to affect performance
● Develop, manage, and communicate training plans to the operations team
● Maintain a close relationship with internal and external clients for operations and support teams in addressing program needs and goals
TELUS Business Solutions, TELUS InternationalAraneta Site, Cubao QC
Account Services Associate April 2013- Present
● Promote, sell and coordinate orders of TELUS products and services to Small and Medium business customers within an assigned account base
● Act as a liaison for the customer to manage and support implementation of service orders and issue resolution with other TELUS departments
● Partner with Account Managers to prioritize customer support and strategy
● Prepare written quotes and proposals within established guidelines
Zynga, TELUS InternationalMarket! Market! ,Taguig
Player Advocate/Billing RepresentativeDecember 2011- March 2013
● Handled 9 games for game play queue and all games for billing queue phone support.
● One of the four agents assigned to handle special project called Retention.
● Respond to all player inquiries, complaints and educate what are the current and known issues.
● Build relationships with customers to positively represent the brand and encourage return of business.
Sears, Sitel PhilippinesOne Julia Vargas Site, Pasig
Repair Customer Service RepresentativeApril 2010- December 2011
● Closing 90% sales a day by using FAB approach.
● Selling warranty for the appliances that badly needed repair to help the customer save more.
● Scheduling appointments either for repair or maintenance checks.
● Reviewing the status of ordered parts by the technician to schedule next appointment with the customer.
EDUCATION
Laguna State Polytechnic UniversityLos Banos, Laguna
Bachelor of Secondary Education
Major in Biological Science2008-2010
Rizal Technological UniversityBoni, Mandaluyong
Bachelor of Secondary Education
Major in General Science2005-2007
TRAINING, CERTIFICATION AND RECOGNITION
Lean Six Sigma Yellow Belt TrainingTELUS International Philippines
With Highest Impact Award2018
iAspireSummitTELUS International Philippines
2017
Top trainer for Non-voice account (Q2)TELUS International Philippines
And nominated for TELUS Values, Courage to innovate2016
iAspire Basecamp Express TrailTELUS International Philippines
2016
ADDITIONAL SKILLS
● Ability to interact and communicate effectively over-the-phone, through chat and email
● Proficient in MS office programs
● Ability to multi-task and detail-oriented
REFERENCES
Jasper Ramirat
0917-867-7439
Learning Services Manager, Cheetah
TELUS International Philippines
Gerry Val Genabe
09175725850
Learning Services Supervisor, Cheetah
TELUS International Philippines