PROFILE INFO
HEARTHINE
KRISTEL TAYRE
COMMUNICATIONS & CUSTOMER
SERVICE, PRODUCT TRAINER
CONTACT--B2L6B Exodus St, Camella Homes,
Pilar Village, Las Pinas City
EDUCATION
2005 - 2009 | St Paul University Manila
Bachelor of Science in Tourism (Graduate)
1999 - 2003 | St Paul College Pque
Highschool Graduate
1993 - 1999 | St Francis Assisi College
Elementary Graduate
SKILLS & EXPERTISE
White Belt - Lean Six Sigma
Salesforce & Kustomer CRM platform
Sykes Teachably & MaestroQA platform
An approachable and knowledgeable trainer with more
than 6 years of BPO experience, 3 years as a training and
quality assurance officer, and the skill to handle any
technical inquiries from clients. Enthusiastic to work for
your company in order to boost customer retention and
deliver the finest possible customer care. I mentor new
hires, keep track of agent performance, and aid in
managing the account's daily operations in addition to
taking on the team position of supervisor.
WORK EXPERIENCE
Training and Quality Specialist
Curated - Remote, Hubstaff
Jan 2023 present
Design training materials and schedule training programs to
new hires, identifies training needs to conduct learning
courses in upskilling officers / managers.
Monitors the progress of agents by evaluating created
tickets to ensure the standards of quality work.
Intern - Team Supervisor
Sitel Group (Formerly Sykes) - Alabang
Mar 2022 Dec 2022
I supervise new hires and active agents, answer call
escalations, and offer to coach them to help them reach KPI
goals and complete training.
I have led and inspired my team to deliver excellent levels of
individual/team performance and customer satisfaction
Meet with the clients biweekly, discussing the progress and
action plans to improve agent opportunities and behavior.
Training & QA Coordinator
Mar 2019 -
Sitel Group (Formerly Sykes) - Alabang
Dec 2022
Trained new hires and supported experienced employees
Proficiency in using Microsoft Office Tools
by creating effective training materials, and scheduled
Proficiency in using Google Office Tools
training sessions suited for the account.
Proficiency in using Canva, iBis Paint
Evaluated trainees' performance with tools such as
Trained in Excel 101
Trained in Coach the Sykes Way
Trained in Sykes Basic Training Delivery
Trained in VILT (virtual training - Zoom)
Trained in Active Learning Classroom
Delivery
Trained in Sykes Quality Monitoring
Member - Sitel Employee Engagement Team
Ambassador - Sitel WeLead (Women's
Empowerment Program)
MY REFERENCE
Arjelou Valencia
Training Supervisor - Sitel--
Jace Gumato
Senior Trainer - Sitel--
assessments, and playbook observations, and provide
recommendations to their supervisors for improvement.
Monitored cases and audited DSAT files to identify agent
opportunities.
Supported the Management team in achieving goals
related to customer satisfaction.
Technical Customer Support
Apr 2018 -
Sitel Group (Formerly Sykes) - Alabang
Apr 2019
Answers customer queries via chat, phone and email support
Worked on troubleshooting devices such as speakers and
mobile phone apps
Business English Teacher
Sep 2014 -
Jabez School - Alabang, Muntinlupa
Dec 2016
Technical Customer Service Agent
Mar 2013 -
Teleperformance - Makati & Paranaque
Jun 2014
Financial & Mortgage, Customer Service Agent
Apr 2012 -
Genpact - Quezon City
Jan 2013
