日本と海外をつなぐクラウドソーシング

CSR Limited

Support Agent

2016/05～ 2016/12

• Provides remote customer support via live chat and email
• Updates customer support tickets as needed
• Maintains customer account trackers
• Assists with site deployment testing and other administrative tasks as assigned by Team Lead

Freelance

Writer/Trainer

2016/01～ 2016/12

• Designs sales, soft skills and English language modules
• Authored the following books:
"Speech and Oral Communication: Speaking in the Discipline"
"Fundamentals of Contact Center Services: A Theoretical and Practical Approach"
• Facilitates training for ESL-related courses such as Fluency and BPO Preparedness
• Writes blogs about Magic: the Gathering, a collectible card game

RealPage, Inc.

Trainer/Assessor/Coach/Supervisor

2013/02～ 2016/02

• Facilitated product training for new hires
• Facilitated refresher and upskill trainings
• Provided training needs analysis to determine specific areas for improvement
• Provided coaching and feedback for agents on a regular/as-needed basis
• Monitored progress of individuals and the team
• Audited team performance in terms of call quality and communication skills
• Managed trackers for Quality, Training, Adherence, Team Stats, among others
• Delegated tasks and deliverables to Subject Matter Experts and customer service agents
• Took escalated calls and cases as needed
• Provided phone, chat and email support during critically low service levels
• Managed the team in the absence of Team Lead and/or Manager

Concentrix

Senior Soft Skills Trainer

2011/11～ 2013/01

• Facilitated soft skills training for new hires
• Facilitated refresher and upskill trainings for tenured agents
• Provided coaching and feedback for agents on a regular/as-needed basis
• Monitored progress of teams assigned
• Provided training needs analysis to determine specific areas for improvement
• Managed trackers for training such as attendance and training needs analysis
• Took escalated calls and cases as needed
• Mentored Apprentice Trainers and/or Team Leads for the company’s numerous accounts

StaffRIGHT Solutions Inc.

Senior Trainer

2009/08～ 2011/06

• Facilitated call center training for applicants
• Facilitated ESL training for internal customers
• Facilitated soft skills and sales training for external customers, mostly call centers
• Created learning modules and facilitated process training for a banking account
• Mentored Apprentice Trainers and/or Apprentice Recruiters
• Assessed Recruiters using monitoring forms and providing coaching/feedback as needed

Access Worldwide Communications, Inc.

Foundation Skills Trainer

2007/02～ 2009/06

• Facilitated soft skills training for new hires
• Facilitated refresher and upskill trainings for tenured agents
• Developed learning modules for soft skills training
• Monitored progress of teams assigned
• Provided training needs analysis to determine specific areas for improvement
• Audited specific teams/groups based on communication skills
• Became a Team Lead for Care.com
• Monitored progress of team in terms of stats and goals on a regular basis
• Maintained, updated and created reports pertaining to my team's stats
• Provided coaching and feedback for agents on a regular/as-needed basis

YBM Education

Part-Time Senior Teacher

2006/01～ 2006/11

• Facilitated ESL courses for students, level ranging from elementary to adult
• Developed ESL modules and curriculum
• Maintained progress reports of students
• Provided training needs analysis to determine specific areas for improvement

H.A. Cervantes Knowledge Systems, Inc.

Trainer

2004/03～ 2005/08

• Facilitated ESL courses for students such as: IELTS, TOEFL, TSE/TWE, TOEIC
• Developed ESL modules and curriculum to complement existing materials
• Maintained progress reports of students
• Provided training needs analysis to determine specific areas for improvement
• Facilitated exams for ESL courses