Boo L. - "5 yrs exp in BPO industry, data entry, outbound & inbound calling, - Freelance Data Entry Professional, Philippines"

Fortune 500 company,  ISO certified,  with 18 center for operations worldwide with 5000 employees in the Philippines alone.

I  currently manage a team of 15 Department Specific Trainers providing training and development for various lines of business for an online marketing company.

Training Team Lead
Responsibilities include:

1. Delivery of Foundations training that lasts for 5 days.
    
2. ensure materials are updates with current changes and accuracy of training details
3. Identify and endorse quality trainees for the next round of training classes.
4. Ensure training reports are updated and forward to client and upper management
5. Responsible for identifying and developing key people to become Department Specific Trainer
6. Provide training and development exercise for these Trainers from time to time
7. Ensure proper delivery of subject matter across all lines of business

1. Delivery of quality related reports
2. Develop materials that would boost Qaulity scores and other performance metrics
3. Provide coaching for agents and supervisors to further enhance performance
4. Liaise with client and third party verifiers
5. provide support in the absence of the program manager

1. Handles phone - in customer questions professionally being the first point of contact with them
2. Reponds to queries and facilitate resolution of problems while anticipating customer needs
3. Delivers prompt, efficient and quality services to customers to enhance total custoemr experience
4. Contributes to Center service and sales goals.