MS. IRENE NATIVIDAD P.

ESTRELLA
SAV-1, Sucat, Paranaque, 1715 PH || Woodside, NY, 11377 US
Irene.Estrella@gmail.com
Objective
I would like to impart my knowledge and training skills to help individuals in developing their own potential.
Work Experience
TRAINING & QUALITY LEAD (Sep 2013 - Present) - SYKES ASIA INC., Makati City, PH
Oversee Account Performance for Quality and Knowledge Retention performance analyzing, creating and maintaining quality
and training development plans, conducting performance checks on quality and knowledge of personnel doing quality monitoring,
agents and officers, recommending training as necessary
Measures and tracks team performance of each direct personnel who does the quality monitoring and refreshers
Collaborates with customer support team and Team Leaders/ Quality Assurance Coordinators (or employees does the quality
monitoring sessions)/ Product Trainers (or employees who does the product or refresher trainings) and Account Manager to
develop team goals and achieve target metrics
Sends reports to internal customers and clients, and ensures all stakeholders receive updates on all support related information
TECHNICAL TRAINER (Oct 16, 2006 Sep 2013) - SYKES ASIA INC., Makati City, PH
Conducts Product and Process Training as well as make-up classes to agents and trainers (Train-the-Trainer sessions)
Develops, evaluates and implements training processes using the Training Program Development Methodology
Performs Trainee Performance Assessment and Management
Maintains knowledgebase documentation for digital capture, devices and home printing products, as well as wired and wireless
networking
Travels to different sites to provide training
Researches and Develops new and improve solution for Technical, Process, and Quality concerns
Analyzes Reports and provide the necessary data and study needed by the Training Account Manager

Acts as a Quality Coordinator in providing feedback to technical support engineers to ensure the quality of their performance
Acts as HR Personnel when needed for hiring Senior Technical Support Engineers and Quality Assurance Coordinators
Appointed as the Lead Trainer for the account to manage 4 trainers and 8 Senior Technical Support Engineers (2008)
Acted as Team Manager for Technical Support Engineers and conducts feedback sessions with agents: Included PEP/Aspire,
PMP (2007)

Previous Rank: Senior Technical Support Engineer (Sep 6, 2005 Oct 16, 2006) - SYKES ASIA INC., Makati City, PH
Works for the Research and Development Team and serves as the Lead Escalation Point for Subject Matter Experts
Provides new and refresher (Desk side and Classroom) training on different PDA Products and Operating Systems
Functions as a Team Manager and alternate for the Account Supervisor and serves as a Web Programmer
Previous Rank: Subject Matter Expert (SME) (May 5, 2005 - Sep 6, 2005)
Researches technical information and provides new and refresher training on different products and operating systems
Provides one on one feedback to agents for improvement
Previous Rank: Technical Support Engineer (Nov 5, 2002 - May 5, 2006)
Provides vast support for Digital Camera Products (Area in U.S. & Canada, through telephone and e-mail)
Provides vast support for PDA products (Area in U.S. through telephone) - (Mar 7, 2005 - May 5, 2006)
Developed static website (HTML) as a backup of the support knowledgebase
Awarded Best Agent for QA 2004
Escalation point for technical concerns. Attends trainings to better provide technical support
COMPUTER PROGRAMMER - Web Developer (Jul 22, 2002 - Oct 30, 2002) - TAISEI PHILIPPINE, Makati City, PH
Developed / maintained company web site <http://www.taisei.com.ph> using Macromedia MX (Flash and Fireworks)
Perform field work with engineers for the inventory of different materials for the company
EXECUTIVE ASSISTANT (Mar 11 - Jun 30, 2002) - DANZAS AEI, Paraaque City, PH

Ms. Irene Natividad P. Estrella

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 Programmed computation and System Analyzed Sales Activities using MS Excel and Prepare Monthly Station Report
ASSOCIATE IT SPECIALIST (Apr 16 - Nov 6, 2001) - BANK OF THE PHILIPPINE ISLANDS, Makati City, PH
Developed dynamic/static templates and Reports. Performed Quality Assurance Testing and Systems Analysis.
Conducted a learning session on Basic SQL Programming using PowerPoint presentation
Technical Skills

Operating Systems: Windows 7/Vista/XP/2000/9x, MS Office 2007/2000; Macintosh OS 9.x/X.x

Web Development: Macromedia Fireworks MX and Flash MX, Captivate, Snag-It, HTML
Acquainted with Visio, Lotus Notes, Access, Developer 2000
Typing Speed: 38-wpm

Educational Background
BS DEGREE IN COMPUTER SCIENCE - MAJOR IN COMPUTER ENGINEERING
University Diploma, June 2001. DE LA SALLE UNIVERSITY Professional Schools Incorporated, Taft, Manila.
Certificate of Recognition, CSIG - Computer Technology Special Integrated Group, March 1997
Certification & Achievement
FUNDAMENTALS OF LEADERSHIP - by Christine Bayron, Sykes Asia, Inc. (Aug 24 25, 2011)
Program aimed to discuss the qualities of being an effective and efficient leader.
CREATING EFFECTIVE TESTS - by Anjeleah Cabungcal, Sykes Asia, Inc. (Aug 23, 2011)
Program aimed to discuss the ways of developing test questions for knowledge verification.
TRAINING PROGRAM DEVELOPMENT METHODOLOGY 3 - Sykes Asia, Inc. (Dec 9, 2010)
Program aimed to discuss the levels of, frequency of and need for evaluation in the training environment and in Operations.
PERFORMANCE READINESS - Sykes Asia, Inc. (Jan 28, 2010)
Orientation aims to create a highly effective organization by establishing a common language between leaders and performers.
TIME MANAGEMENT - Sykes Asia, Inc. (Jan 27 & 28, 2010)
Based on Stephen Covey's Time Management Matrix in his book, The 7 Habits of Highly Effective People, this module
discusses the basic concepts of urgency and importance in Time Management.
ADULT LEARNING AND TRAINING DEVELOPMENT - Sykes Asia, Inc. (Oct 2006)
Program aimed to equip trainers with adult learning theory and proper training delivery.
MANAGEMENT EXCELLENCE PROGRAM - Sykes Asia, Inc. (Oct 2007)
Program to sharpen the skills in time-management, creation of Individual Development Plans for agents and SMART Action
Planning.
APAC TRAINER CERTIFICATION - Sykes Asia, Inc. (Aug 2006)
Program aimed to certify trainers and confirm their capability to handle training sessions using the company standards.
FAST START MANAGEMENT TRAINING (Certificate of Completion) - Sykes Asia, Inc. (Feb 20 24, 2006)
Program to prepare newly promoted team leaders in handling a group of support engineers
STRUCTURED SYSTEMS ANALYSIS (Certificate of Proficiency) - Ateneo IT Institute (Feb 10 Apr 21, 2001)
Course to enhance the knowledge of programmers in their study of designing a program.
SHORT COURSE - JAVA PROGRAMMING (Certificate of Participation) - Diliman CS Foundation (Jul 24 27, 2001)
Program to introduce Java programming concepts.
Personal Background
Birth Year: 1979 / Gender: Female / Civil Status: Single
Ethnicity: Asian / Nationality: Filipino / Fluent in English and Filipino
Carries US Visa: R B1/B2 (Expiration Date: September 2018)

Ms. Irene Natividad P. Estrella

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Reference
Available upon request.

Ms. Irene Natividad P. Estrella

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