Evy T. Canata

Evy T. Canata - #044 Mc Adams St., Mayamot, Antipolo City 1870 Email/Skype:- Profile and Skills Experienced Customer Service Expert/Lead and Trainer/Instructor - Exposed with seller account correspondence platform such as Amazon. Used a number of customer relations management database such as SalesForce and Volusion - Performed Customer Support (Email and Chat) - Proficient user of MS Windows and Applications such as MS Office, PDF, Media Player, Skype, and Internet Browser - Extensive Analyst of graphs and presentation decks - Goal-driven even under extensive pressure on meeting timeline particularly encountered through backgrounds in management - Very strong people skills and equipped of encounters with focused group or bottomscored teams - Experienced in basic hardware and software technical troubleshooting Work History October 2017-January 2018 Customer Loyalty Specialist for Amazon – Balsam Brands - Monitored cases for Balsam Hill, TreeClassics and Treetopia and made sure cases assigned to me are taken care of within shift - Responded to messages / cases about products, orders, shipping, warranties, policies, and other general and unique questions - Understood customers’ concerns and responded to them with the accurate resolution - Processed in-policy return requests and provided acceptable options for out of policy ones - Processed warranty replacement claims - Sent follow up emails as deemed necessary August 2014-August 2017 Project-Based Instructor/Trainer/Training Program Lead/Training Consultant, Freelance (Offline/Online) - Analyzed and determined learning needs of individual learners - Managed and planned training program and strategies specific to individual’s training needs Oriented, trained, coached, and mentored learners. - Monitored and reviewed learner performance. Provided real time feedback. - Prepared learning and performance reports. August 2012-August 2014 Operations POC/Head Trainer, Golden Global Success Training Center Inc. - Led projects, initiatives and processes that support the organization’s mission and executed the same to operations team - Determined operational requirements, conducted assessments, planned strategies and evaluated effects to the operations team as well as the organization - Established and maintained operational improvement, quality and productivity through performance monitoring, problem resolution, preparation and completion of action plans, and system management - Accomplished Human Resource selection objective by orienting, training, coaching, assigning, counseling and mentoring employees - Handled and directed support staff (Admin, Marketing, IT), identified and assessed needs and made sure objectives are met - Ensured training efficiency by monitoring and reviewing trainers’ performance and providing immediate feedback. Mentored trainers, provided coaching on specific needs, communicated updates and made sure comprehension is attained. Prepared score sheets to be used in progress reports. - Prepared performance reports by collecting, analyzing and summarizing values Managed Project-Based Training Consultancies as provided and served as Lead Trainer October 2010-March 2012 Team Leader – XBOX Account, Convergys San Lazaro - Managed an average of 20reps. Monitors daily, weekly and monthly performance and ensured a review is immediately provided to set further goals - Groomed and motivated team members to ensure sustained performance - Communicated updates and checks understanding via following through - Prepares reports to be reflected in decks to be used in performance reviews - Coached and performed follow through on each team member at least once a month - Received and documented escalations and ensured provision of most accurate resolution - Ensured a healthy workplace, projected and implemented a day-to-day positive outlook to drive trust on subordinates and how each can work with goals - Ensured professionalism throughout the workplace via the compliance of subordinates on company-related policies, unbiased explanations on critical changes, and accurate information on work-related issues Special Projects ✓ February 2011 – Identified to be part of Pilot team for Out of Warranty support ✓ June-July2011 – Identified to lead Xbox ABay/Transition classes December 2007-October 2010 Operations Supervisor – Dell Account, Teletech CMC, Novaliches, Quezon City Special Projects ✓ May-Dec 2009 – Handled reps that had challenges in AHT and RPC (Sales) Created progressive targets and action plans and ensured that targets are met via the action plans set or to modify according to reps’ needs. ✓ May 2010-Present – Point of contact for seat capacity planning for Dell floor. Ensures that seat plan promotes resources’ ratio on coverage of reps. Communicates concerns as it arise and work with IT team for station issues. November 2005-November 2007 Project Leader/Senior CSR – Fruit Engine Campaign, OGCC, Ortigas Centre, Pasig City - Managed projects for website building and development and search engine optimization - Communicated specific project instructions to developers - Acted as middle-person associating all possible modifications to the project and ensures timeline is met. - Proactively raised project concerns before the customers get to view them - Prepared reports to be reflected in decks to be used in reviews - Ensured complete communication of project updates and completion that is greatly necessary in repeat business - Received and documented customer escalations and ensured provision of most accurate resolution August 2004-October 2005 Email and Chat Technical Support Rep – Gateway Account, Alorica, Ortigas Centre, Pasig City - Assisted consumers of Gateway computers by responding to technical issues received via email - Ensured provision most accurate resolution to consumers’ raised concerns - Acted as productivity POC on given days and sent reports to TL Education Certificate in Professional Education (18 units) – March 2014 All Nations College (Antipolo) BS Commerce Major in Computer Information Management – April 2004 Roosevelt College (Cainta Campus)