Melissa Gael Dimawala
Trainer, Data Entry, E-mail/Live Chat & Phone CSR, Moderator, VA
I worked in a call center industry for almost 5 years. I am an experienced Customer Service Representative for 2 and a half years and was a Training and Development Officer for 2 years in the same company. I worked at Sykes Asia Inc. and started my call center experience in a telecommunications account. I was assigned as the Sub-Team Leader basically doing the responsibilities of the the Team Managers. Then I got transferred to a Credit Card Account when my fist account ended. I was first assigned to the Activation Department of Capital One Finance then was chosen to be one of the pioneer batch for the Applications Department. When the Skills Progression project started, I was again chosen to take calls for the Product Center Department which is the elite Line of Business of Capital One since we dealt with difficult customers most of the time. My last stop in Capital One was in Core Services Department which is the center for Customer Service of COF. During my agent days, I mastered the at of multi-tasking and dealing with different kinds of people under various ages and groups. My communications skills enhanced as well. My agent days ended when I got promoted as a Management Trainer.
As a Management Trainer, I train Team Managers, Quality Coaches, Trainers, Account Managers, Training Supervisors, Level 2 Agents and Mentees or future officers. I teach them how to manage, support, coach and guide their agents. Some of the courses that I teach are: Data Analysis, Problem Solving Skills, Practical Coaching Workshop, Secrets of Superior Service by Ron Kaufman, Handling Escalations, 10 Choices: Introduction to Leadership, Practical Coach Workshop, Conflict Management Workshop, and a lot more. I am very proud to say that each training class that I facilitate, I use straight English. I am also very knowledgeable and skilled in using MS Application to finish my Admin tasks and reports and to create and revise module. I am also an expert in using MS Outlook and Office365. I've been facilitating classes for Cebu and other sites thru a video conference as well.
Aside from the mentioned skills above, I can say that I am a very personable person. Most of the times, I get positive feedback from my Supervisors and trainees. A lot of officers also approach me to ask for advise on how they can manage their team. I interact with different kinds of people everyday. Hence, I became not just a better person but an inspiration for them. My confidence, self-esteem and interaction skills were really developed.
I completed a series of training to enhance my skills as a person and as a Management Trainer. I am an APAC Certified Trainer since I completed the Basic Training and Delivery. I am a certified Training Developer since I completed the 3-part training of Training Program Development and Methodology. Aside from these trainings, I also completed short courses like, Teaching through Questioning, MS Excel (Basic and Intermediate) Training, and Sykes Continuous Improvement Training. I've been attending Leadership Conference and Trainer's Forums as well.
I am very much willing to wok with you guys since I know that we can both benefit from this. What I can offer you is a Win-Win situation. I am the kind of person that can easily adapt and adjust on any situation and I am very much open for new leanings and experiences and of course what I really want is to share my expertise so I can help your organization.