Jacques Boyde Paragas
Invigilator (7 months)
British Council
(- |-| PHP 40,000 | Tuba, C.A.R
Experience
7 years of total experience
Mar 2017 - Present
(7 months)
Invigilator
British Council | C.A.R, Philippines
Industry
Education
Specialization
Education
Role
Others
Position Level
1-4 Years Experienced Employee
ACCOUNTABILITIES
Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are delivered to security and administration standards.
Promote a positive image of the British Council by providing a high standard of customer care on the test day.
RESPONSIBILITIES
Be familiar with and follow all relevant standards & procedures, based on training and reference materials provided by the British Council and the relevant exams boards.
Ensure that all test day invigilation standards and procedures are met.
Ensure the security and confidentiality of all test day materials at all times.
Escalate any exceptions, emergencies or breaches of security to the appropriate British Council staff. Liaise with any other relevant authorities in case of emergencies.
Actively contribute to the improvement of test day delivery and customer experience by providing feedback to British Council staff.
Report promptly to test venue at agreed time. In case of emergency, inform the appropriate test day supervisor or British Council staff in a timely manner.
Complete and maintain accurate records of exam assignments. Complete all reports, logs and claims accurately and in real time.
Promote and ensure the wellbeing of candidates at all time. In case of emergencies, follow procedures to ensure the safety of candidates.
Ensure that candidates have a pleasant test day experience and a positive image of the British Council.
Apr 2014 - Dec 2016
(2 years 9 months)
Sales Trainer
Philam Life | Ilocos Region, Philippines
Industry
Insurance
Specialization
Training & Development
Role
Training & Development
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 37,835
•Deliver basic, intermediate and advanced selling programs for agents/ advisors as prescribed by the company.
•Evaluate effectiveness of training programs conducted using previously agreed upon metrics.
•Conduct training needs analysis for agencies /territory handled.
•Recommend necessary training interventions based on the results of the training needs analysis and feedback gathered from other stakeholders
•Prepare monthly training schedule for the agencies/ territory handled.
•Prepare the necessary training materials and logistics needed to deliver training programs.
•Maintain database of training accomplishments, attendance and records.
•Submit monthly training reports
Feb 2014 - Mar 2014
(2 months)
Project Trainer
Transcom Worldwide Philippines | National Capital Reg, Philippines
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Training & Development
Role
Training & Development
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 25,000
Communication
•Performing regular transaction monitoring and calibration sessions as agreed.
•Supporting Team Leaders in setting improvement programs and action plans for CSR’s
•Reporting quality scoring internally and externally at agreed frequencies (upon requests).
•Escalating quality deficiencies to Training & Quality Manager.
•Escalating when there are questions on product.
•Attending internal local meeting (staff or with other department).
•Keeping high level of own expertise, taking initiative to understand,
•up-to-date product information gather and integrate feedback into the best practices"
Knowledge Management
•Collecting product information from the client
•Spreading product knowledge to operations
•Updating existing procedures,
•Participating to creation of new procedures, routines etc…
•Updating knowledge management database,
•Testing procedure in production and suggest enhancement.
•Collecting and assessing feedback and taking actions accordingly
•Analysing the usage of Knowledge Management database and taking actions accordingly
Training
•Following training and development guidelines as defined by the company.
•Planning Training
•Developing and ensuring the proper creation of product training materials
•Ensuring update and accuracy of product training materials
•Collecting information related to product knowledge and developing training modules. Using the Scheduler for scheduling training units.
•Updating knowledge management tool.
•Delivering product training as required, following Transcom standard.
•Evaluating training
•Setting up and implementing training follow-ups after all training is completed.
•Creating and correcting product test.
•Participating to the analysis of the product test results.
•Identifying “training request” to maintain quality level, through the range of trainings and the quantity of delivery.
Feb 2012 - Jan 2014
(2 years)
Product Specific Trainer
Convergys Philippines Services Corporation
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Supervisor/Team Lead
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 22,000
*To conduct Training Needs Analysis and Develop Training Modules.
*Conducts the necessary training to all associates within the organization ranging from new-hire TPI orientation to Client-specific training for all call center operations accounts.
*Assists the Asst. Training Manager in the roll-out of the training initiatives and projects for specific programs.
Aug 2011 - Feb 2012
(7 months)
Customer Service Agent
Convergys Philippines Inc.
Industry
Call Center / IT-Enabled Services / BPO
Specialization
Customer Service
Role
Customer Service - General
Position Level
1-4 Years Experienced Employee
Monthly Salary
PHP 15,000
Answer phones and respond to customer requests.
Sell product and place customer orders in computer system.
Provide customers with product and service information.
Upsell products and services.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquires not immediately resolved.
Complete call logs and reports.
Research billing issues.
Research misapplied payments.
Recognize, document and alert the supervisor of trends in customer calls.
Recommend process improvements.
Other duties as assigned.
Jun 2011 - Feb 2012
(9 months)
Key Accounts Assistant
Bio Careers
Industry
Healthcare / Medical
Specialization
IT/Computer - Network/System/Database Admin
Role
Others
Position Level
1-4 Years Experienced Employee
Identifying and contacting potential clients, developing relationships Constantly updating the data-base Promoting our products and services Meeting the monthly targets Providing customer support and assistance when necessary Writing business emails Reporting weekly on all activities
Jul 2011 - Aug 2011
(2 months)
ESL Teacher
Care and Share International Language School
Industry
Education
Specialization
Education
Role
Lecturer
Position Level
Fresh Grad /
