Raquel Joy Victoria

RAQUEL JOY T. VICTORIA M | - E |- PERSONAL Gender: Birthdate: Age: Female September 13, 1985 33 Civil Status: Citizenship: Worldview: Married Filipino Roman Catholicism WORK HISTORY Convergys Philippines, Inc. | Associate Trainer, Training | 08/2016-present (2yrs3mo) POC, Training Team- for Training Supervisor tasks Mentor and Certifier, PRTs and Associate Trainers On-boarding Program- Project Contributor, Post-Transition Initiative 2018 (Operations + Training Project) Project Contributor, Agent Proficiency Level (APL) Project (Training + Talent Acquisition) Project Consultant, Program CSAT Initiative 2017 “Billing-Pricing” (Learning Ops Project) Project Owner, Program CSAT Initiative 2017 “Report Creation Top Box for Bucks” Project Contributor, Process Improvement Mapping 2017 and 2018 (Senior Site Director Projects) Project Owner, Program CSAT Initiative- “Make It Personal” Committee Member, Client CSAT Elite Leadership Group 2018 (Convergys Site Representative and Contributor for Domestic CSAT Performance Enhancement) Project Owner, Transition-Certification Handoff to Operations Process Document Supervisor, Program Records Management, Data Management, and Data Entry Levels of Businesses for Small to Enterprise Business Entities as Customer Base New Hire Training Delivery for CCT and PST; Specialized LOB Training; CE Trainings for complex product Tr101/Tr102 Certifier; Product Trainer Content Expertise Certifier (Trainer Observation Grading System) Convergys Philippines, Inc. | Program Ready Trainer, Training | 11/2015-08/2016 (9mos) Project Owner, Transition Process Document Project Contributor, Process Improvement Mapping 2016 (Site Director Project) Supervisor, Program Records Management and Data Management Levels of Businesses for Small to Enterprise Business Entities as Customer Base Site Representative, Company National Engagement (GABOH Master Storyteller Certified) 2016 New Hire Training Delivery for CCT and PST; Specialized LOB Training; CE Training Tr101/Tr102/CLC1/CLC2 Certified Convergys Philippines, Inc. | Representative, Customer Service | 03/2015-11/2015 (8mos) Inbound Phone Calls and Business Email Correspondence for Records Management and Data Management Case Processing and Resolution for Business Entities as Customer Base POC, Daily Team Reports Automatic Data Processing (ADP) Philippines, LLC | Coach, Quality | 09/2013-03/2015 (1yr6mos) Monthly Quality Call Evaluations and 1:1 Coaching Sessions for Multiple LOBs Owner, Monthly Internal Quality Calibrations for Multiple LOBs Transition-Certification New Hire Quality Evaluations Project Owner, CSAT Initiative (Focus Group) 2014 Project Member, PEST Analysis and Up-Training (ObamaCare CE) 2014 Project Owner, Transition SME Upskilling (QSEP- Automatic Data Processing (ADP) Philippines, LLC | Specialist, Client Service | 05/2011-09/2013 (2yrs4mos) Inbound Phone Calls and Business Email Correspondence Owner, Process Development Initiatives Knowledge Transfer Initiative on Federal Unemployment Tax Act (FUTA) Sitel Philippines, Corp. | Coach, Operations | 01/2010-02/2011 (1yr1mo) Escalations Queue Lead, New Hire Transition Lead Project Member, Risk Management Initiative (Appetite & Tolerance) 2010 Member, Quarterly Business Review Reporting Lead, Account Engagement Sitel Philippines, Corp. | Specialist, Learning | 06/2008-01/2010 (1yr7mos) New Hire Training Delivery for Communications and Product; Specialized LOB Up-Training Project Owner, Curriculum and Module Development Sitel Philippines, Corp. | Analyst, Quality | 12/2007-06/2008 (6mos) Escalations Queue Monthly Quality Call Evaluations for Multiple LOBs Owner, Monthly Quality Calibrations (Internal and w/ Client) POC, Corporate Office Customer Complaints Sitel Philippines, Corp. | Representative, Customer Service | 02/2007-12/2007 (10mos) Inbound Phone Calls and Email Correspondence for Multiple LOBs Q3 2007 Top Performer POC, Daily Team Reports EDUCATION Saint Louis University Bachelor of Science in Commerce Major in Marketing | Collegial Level | SY- Dean’s List Member, Junior Philippine Institute of Accountants Member, Debate Society Committee Member, Marketing Mixers School Representative, 7th PANA Foundation National Marketing Communications Awards Baguio City National High School Science | Secondary Level | SY- School Representative, Inter-School Science Quiz Bees Editor, BCNHS Special Science Class Yearbook Saint Louis University Laboratory Elementary School | Primary Level | SY- Awardee, Best in Conduct; Math; Science; Language & Reading Class Representative, Grade Level Competitions for Language & Reading Sports Editor, The Louisian Courier Small World Preparatory School | Preparatory Level | SY- SKILLS AND QUALIFICATIONS Communication Proficiency (Written and Verbal) Conflict Resolution and Management Critical Thinking and Problem Solving Data Gathering, Mining, Scrubbing, Analysis and Interpretation Data Translation and Visualization (Charts, Diagrams, Graphs, Workflows) Detail-oriented and Filtered Documentation Decision Making and Foresight Facilitation and Presentation (Internal and External) Flexibility (Schedule, Location, Travel) Instructional Design (ADDIE + Revision) Interpersonal and Professional Relationship Building Knowledge of Current Company Operational Policies and Procedures Lean Six Sigma Certification MS Office Proficiency (.docx, .xlsx, .pptx, .pubx) New Hire Training Delivery and Continuing Education Performance Management POC tasks for Training Supervisor Role Process Improvement Project Management Reports and Data Analysis Risk Assessment and Contingency Planning Strategic Analysis and Development (PEST; Critical Success Factor; SWOT) Supervisory Function and Experience (7yrs) Team Management and Leadership Training Needs Analysis Visualization and Data Modeling Workflow Optimization