Training and Development Coordinator
Nexus Insurance Brokers LLC
Total des années d'expérience :7 years, 1 Mois
Nexus Insurance Brokers LLC, Dubai, United Arab Emirates
March 2010 - Present
Training and Development Coordinator
Main liaison for the company’s Training and Development department.
Planning, developing and coordinating training programs for newly hired and tenure Financial Consultants.
In charge of creating and updating Preferred Funds and Portfolio Performance reports.
Training module development and delivery of comprehensive programs of training courses. Coordinates with the Training Manager and Training Director, facility availability, associated budgets and travel arrangements.
Instructs/teaches/facilitates, training programs and in charge with enrollment of internal and external assessments; i.e. Chartered Insurance Institute (CII) certifications and In-House Online Learning Management System (LMS).
Communicates with diverse audiences (Financial Advisers/Admin Employees/Product Providers) to provide information and clarification regarding training programs, actions, policies and procedures.
Participates in the preparation and administration of the unit budget. Researches and identifies opportunities for acquiring grant funding for special projects and services.
Supervises/assists in the production and distribution of various publications i.e. training reports, calendar schedule, workbooks, instructional guides, newsletters, etc.
Supervises and in charge of the training department’s records, evaluation and attendance.
In charge of arranging, booking flight transportation and hotel accommodation for the Training and Development team.
Paragon International Customer Care Ltd., Manila, Philippines
February 2009 - October 2009
Training & Quality Assurance Manager
Implements proper guidelines on quality call handling, management and consistency for Quality Assurance Representatives.
Maintains and improves product quality by completing product analyses and investigating customer complaints; collaborating with other members of management to develop agents’ incentive programmes and training methods.
Provides coaching and feedback to agents on how to improve customer handling and managing areas for improvement.
Creates relevant and accurate scoring guidelines, in line with the needs of the operation and clients.
Implements incentive schemes for top performing agents.
Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
Advanced Contact Solutions, Inc., Manila, Philippines
February 2006 - February 2009
Product and Soft Skills Trainer (DirecTV and US Airways)
Facilitates New Hire classes and program's product-related uplift training.
Facilitates Skills Enhancement Training for American Accent and Culture, Customer Satisfaction, Proper
Call Handling, and Special Skills Training.
Assesses trainees' performance based on the client-set metrics and send recommendations to the program management.
Determines trainees' performance through assessments, individual exercises and hand-on exercises.
Designs modules for Skills Enhancement Training and product related-uplift training.
Manages escalation and transferred calls from Customer Service Representatives (i.e. supervisor and retention calls etc.)
Served as talent in training seminar for "Train the Trainer" designed to develop management skills.
Sends reports to internal and external clients.
Customer Service Representative (DirecTV)
Supports and provides superior service via phone and on-line access from customers in USA.
Provides support and answer account-related queries from customers (i.e. billing & programming, account
installation etc.)
Assures customer needs are met in providing one call resolution.
Consistently receives commendations from satisfied customers.
GMA Network, Inc., Manila, Philippines
March 2005 - November 2005
Assistant Event Coordinator (GMA Events Department)
Assists conference planning managers when needed in coordinating planned events and functions.
Assists with the registration process for various conferences and meetings.
Communicates closely with all departments to ensure seamless guest experience.
Restocks business center supplies and reports when orders need to be placed.
Coordinates with various mall managers and personnel during planned mall shows.
Handles conference services including transportation, lodging and food catering for talent artists and staffs.
Degree: Bachelor of Arts major in Mass Communication (2005) Adamson University, Manila Philippines (Attained Athletic Scholarship)
Secondary: Philippine Pasay Chung Hua Academy, Manila Philippines
Primary School: Malate Catholic School, Manila Philippines