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Alvin A. | Elance
 
176985602337900
Last Sign-in: Apr 26, 2016

Alvin A.

Customer Experience and Training & Quality Expert
   Philippines
  |   Quezon City, Metro Manila

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Overview

My above par command of the English Language has been instrumental in my success as a professional. It supplements my experiences and expertise, which can be viewed below, that assure me, as it should assure any employer, that I will be a key contributor and a valued asset no matter which project, organization or industry I decide to join.

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Sep 30, 2014|Customer Service|Private|Completed

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Portfolio

I created this deck teaching how to make customers your advocates.

Skills (10)

Tested
Presentation Skills
My Score
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Customer Service
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Customer Service (Call center env.)
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Excel
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Passed
Six Sigma Black Belt
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Passed
Training Delivery
Talent Management
Performance Management
Employee Engagement
Employee Relations

Service Description

My experiences as a professional have molded me into becoming a trainer and manager of people in the following fields:

Communication Skills
- I teach people how to communicate in English. This involves the rules of grammar, accent standardization for non-native speakers, communication in the workplace, delivering effective presentations including speaking in public and creating presentations, supporting through email and chat, multi-level communication, culture familiarity (US, UK, Australia) among others.

Customer Experience
- Satisfying customers is just not enough these days. Delighting them is the key. Customer service principles, customer advocacy, basic sales practices, handling difficult customers, being assertive are just some of the several dozens of skills I empower people on to be able to delight their customers better.

Quality Assurance
- Needs analysis, data mining, metrics improvement, advanced Microsoft Excel skills, transaction auditing, scorecard creation and implementation, process improvement, communicating improvement measures, among others, are all part of assuring quality within an organization.

Technical Support
- Product knowledge and specifics, client-driven processes and procedures, network troubleshooting, hardware and software troubleshooting are among the things I have been training people on for years.


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Employment

Trend Micro Inc.
Senior Trainer - Professional Skills Development
2012 - 2014
- Delivered training and coaching sessions that supply all employees of Trend Micro/TrendLabs Manila with [non-technical] skills such as: voice and accent, communication and soft skills, customer...
IBM Global Process Services
Lead Trainer for Voice and Accent (UK Program)
2010 - 2011
- Trained, developed and maintained employees' skills regarding voice, accent and communication skills as per standards set by the client (UK Program) - Worked closely with UK counterparts to...
IBM Global Process Services
Training Assistant Manager
2010 - 2011
Whilst working as a Lead Trainer for Voice and Accent, my roles and responsibilities as an interim Training Assistant Manager included: - Managing a team of Lead Trainers to ensure quality service...
TELUS International Philippines
Training Officer for Communications
2007 - 2009
- Delivered Communication and Soft Skills Training to new and existing employees across all levels. This includes English Accent Standardization (there is no such thing as a 'neutral' accent),...
Sykes
Technical Trainer
2005 - 2007
- Administered client-specific (technical and language-based) training to newly-hired and incumbent employees. Created and developed training materials and agenda to maintain and improve skills...

Education

Lourdes School Quezon City
Primary and Secondary Education
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AMA University
Bachelor's Degree in Psychology
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Overview  |  Job History  |  Portfolio  |  Resume/C.V.

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Identity
Username
alvin_aberin
Type
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Member Since
September 2014
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Alvin A. | Elance

Alvin A.