Lulu Gestiada

I have a background in handling Payroll for New Hires as well as recruitment.

I have started my career in BPO in 2006 to 2012 as an agent (Voice) mostly handling Customer Service and Technical Support programs for both US and UK markets. Mainly handling TelCo, Bank/Financial and ISP projects.
I transferred to WCSI (West Contact Services Inc.) in 2012 as a Performance Assessment Specialist mostly handling Quality Performance of a US Financial/Collections program.

After a year, I was promoted to Operations Trainer, certified on Accent/Communications and Product Trainings, handling multiple programs from Health Care, Satellite Radio, Hotel and Casino Services and Tele-conferencing programs.

In 2015, WCSI was acquired by Alorica Phils., I was given the opportunity to be trained in Texas, USA to launch a TelCo. program for multi-Alorica sites in Manila. During this time, I was also tapped to handle several program launches within the company.

In 2018, I was sent for training again to Alabama, USA for a leading Appliance/Mobile brand. This was for 4 LOBs that we needed to launch at a targeted 500 FTEs. This was a successful launch that resulted to back to back batches of New Hires.

Last quarter of 2018, I got promoted to Training Supervisor mainly handling a team of Trainers for 2 programs in Manila and Davao sites.

In 2019, I supported the launch of Hotel and Casino program in Davao where I hired and certified the Trainers there and established about 3 batches of New Hires for about 2 months. 

In 2020, I ventured into a WAH set-up where I worked as a freelance ESL Teacher to Chinese young, adults and professional learners.
Returned to corporate/BPO as a Senior Trainer with Sykes Asia Inc. where I led 2 programs (USA and New Zealand) Customer Service and Complaints Handling.

I moved to Concentrix in mid of 2022 as a Training and Quality Supervisor for an e-commerce program (PH and Singapore).

Supervisor, Training and Quality 

Concentrix 

Jun 2022 - Dec 2022 (6 months +) 

▪ Supervised a team of Quality Evaluators for several LOBs both for  PH and SG verticals to deliver client targets. 

▪ Led initiatives to drive operational targets for Customer Service  and Sales. Proactive in setting the standards and alignment with  the client. 

Agent Trainer 

SITEL Group (previously Sykes Asia) 

Sep 2021 - May 2022 (9 months) 

▪ Lead trainer (Junior Training Supervisor) for 2 programs with  several LOBs. Led the launch of a new LOB. 

▪ Supported US and New Zealand-based programs focusing on  Customer Service and Sales as well as Complaints Handling. 

ESL Teacher (Chinese learners) – WAH 

51TALK PH 

September 2019 – September 2021 

▪ Teaching English to young Chinese learners 3 – 17 years old,  Chinese professionals and adults 18 years old and up. 

▪ TESOL Certified - A1-C2 (Beginner-Advanced). 

Training Supervisor/Project Lead 

Alorica 

Nov 2018 - Aug 2019 (10 months) 

▪ Managed a team of Trainers at multiple sites for Hotel and Casino  Services and Advanced Captioning system. 

▪ Led the project launching/expansion of program in Davao. ▪ Hired, certified and mentored trainers for the launch. ▪ Led several initiatives in collaboration with other departments. ▪ Created processes to aid the Operations team. 

Trainer 

Alorica 

Apr 2014 - Nov 2018 (4 years 8 months) 

Accent and Product Trainer 

▪ 2018 - LG Electronics US - Trained and certified in Huntsville, AL  (USA) to launch a new program in Manila. 

▪ 2016 - Certified Product Trainer for Halo (Teleconferencing  services), Caesars Entertainment (Hotel and Casino reservation). ▪ 2015 - Frontier Inc. (US, Trained and certified in San Antonio, TX,  USA) and launched a new project 

▪ 2014 - Wageworks - a known health and commuter benefits  administrator in the United States 

Education 

Jose Rizal University 

Bachelor's degree, Accounting 

2001 - 2005