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Gervin Joseph David

  • 8D Pangilinan street, Pangilinan Compound, Baranggay Tandang Sora, Quezon City
  • 09274188025

Work History

January 2016Present

Instructor Specialist

Accenture Philippines
  • Updates training timelines
  • Communicates with stakeholders to assess requirements and get feedback on training results
  • Assesses class performance during training, ABAY and 0-90 in operations
  • Attends daily debrief call with the clients
  • Attends bi-weekly training update call with operations
  • Creates MBR data
  • Reviews End of Course evaluations to improve classroom training
  • Conducts focus group discussions to the class to improve training environment
  • Conducts bi-monthly trainer observation
May 2015Sep 2015

Associate Manager - Training

SUTHERLAND GLOBAL SERVICES
  • Managed training team
  • Ensured proper development and design of training courses including outlines and syllabus
  • Developed and implemented report methodology to determine status of all trainees and verified their certification into the operation
  • Worked with Operations and Quality Assurance to understand biggest opportunities of current agent pool, to institute into the training process
  • Conducted needs analysis on a monthly basis
  • Oversees update management process to ensure everyone is calibrated with the process
  • Worked with Operations to design and implement process refresher training for tenured agents
  • Attended weekly business review of previous week's performance
  • Attended weekly calibration with Quality Assurance
  • Attended daily performance call to discuss new hire performance, ramp updates and running throughput
  • Attended staffing call
Feb 2014May 2015

Senior Trainer - CSAT POC

STARTEK PHILIPPINES
  • Ensured both the company and individuals understand the customer feedback and what is being done to improve customer experience
  • Facilitated new hires on foundations and skills training
  • Maintained a continuous focus on the customer and the customer experience
  • Performed training needs analysis when needed
  • Provided historical training data to operations
  • Attended weekly FTE call Provided 30-60-90 days data to operations
  • Participated in weekly business review and daily performance call
  • Created process updates and developed training program to new hires and tenured agents
  • Ensured all metrics are customer focused and linked
  • Brought new approaches to enhance the program and provides the ability to benchmark against others
Aug 2013Feb 2014

Process Trainer

STARTEK PHILIPPINES
  • Directly supervised new hire trainees and delivered corrective action if required
  • Facilitated training for call center employees using effective training methods and techniques
  • Monitored, evaluated reports on progress of trainees to appropriate management
  • Maintained New Hire paperwork
  • Interacted with clients on specific tasks, projects, and assignments
  • Prepared, developed and conducted personal one-on-one training and development plans for agents
Dec 2012Aug 2013

Quality Assurance Specialist

STARTEK PHILIPPINES
  • Performed weekly quality audits to representatives
  • Participated in bi-monthly QA calibration to ensure that operations, clients and SMEs are updated with the process
  • Participated in Weekly Business Review to discuss the highlights and lowlights of  previous week's training and quality report
  • Initiated training and quality update and trained representatives of the process change
  • Interacted with clients on specific tasks, projects and assignments
Jun 2009Nov 2012

Order Entry Representative

STARTEK PHILIPPINES
  • Facilitated and provided relevant assistance on applicable customer port out requests
  • Operated computer guidelines for the purpose of responding to customer inquiries
  • Adhered to standard escalation procedures as required
Jul 2007Jan 2009

Telesales Representative

SYKES ASIA INC
  • Provided clients with relevant information pertaining to inquiries on hotel reservations, flight bookings, car rentals, activities and services
  • Assisted clients in booking hotel reservations, flight bookings, and carrentals
  • Engaged clients in direct marketing through delivery of EDMs(Electronic Direct Mailer), providing information on relevant promotion, discounts, and updated hotel & flight policies

Education

20102012

Diploma in Professional Photography

De La Salle College of St. Benilde
20072009

Bachelor of Science in Multimedia Arts and Sciences

Mapua Institue of Technology

Certifications/Training

Universal Trainer Certification

S.M.A.R.T Goals

Power of Coaching

Managers Driving Analytics