Download PDF

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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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



Diploma in Professional Photography

De La Salle College of St. Benilde

Bachelor of Science in Multimedia Arts and Sciences

Mapua Institue of Technology


Universal Trainer Certification

S.M.A.R.T Goals

Power of Coaching

Managers Driving Analytics