Leah Caballero Gomez
Tabun Angeles,Pampanga
Summary
Training Manager with 15 years of call center experience and 5 years Work at Home experience.
Provided professional training expertise and training authoring experience for a financial and customer service account and also Lead generation campaign who never had a training manager.
Overview
18
18
years of professional experience
Work History
Team Leader
Medical Media
12.2018 - 09.2023
- Supported and managed a team of 30+ calling agents
- Responsible for hiring and training new hire employees
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Collaborated with Operations manager and Quality team members on agent training needs and improvement
Training Manager
Iqor Phils
08.2015 - 12.2018
- Conducted orientation sessions and organized on-the-job training for new hires.
- Traveled out of town and off shore to attend and facilitate training to my trainers and existing agents.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
Operations Supervisor
Iqor Phils
08.2005 - 09.2015
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Education
Computer Systems Design & Programming
AMA Computer College
Skills
- Overseeing Daily Activities
- Account Management
- Key Performance Indicators (KPI)
- Sales Expertise
- Effective Customer Service
- Continuous Improvement Strategies
- Coaching and Mentoring
- Orientation and Onboarding
- Staff Training
Accomplishments
- Train and manage a team of two sites (Clark & Cavite)
- Excellent ability to communicate with vendors
- Proficient in the use of Web technologies to maintain contact with offshore clients
Timeline
Team Leader
Medical Media
12.2018 - 09.2023
Training Manager
Iqor Phils
08.2015 - 12.2018
Operations Supervisor
Iqor Phils
08.2005 - 09.2015
Computer Systems Design & Programming
AMA Computer College
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