Maria Luisa Gestiada

11+ years of total experience, with at least 8+ years in Training and Quality and Operations Management for Customer Service projects. Passionate in leading pioneering programs, Facilitation, Quality, Coaching and Mentoring. Energetic and vibrant. Fluent in English and has ESL/TESOL Certification.

Summary

11+ years of total experience, with at least 8+ years in Training and Quality and Operations Management for Customer Service projects. Passionate in leading pioneering programs, Facilitation, Quality, Coaching and Mentoring. Energetic and vibrant. Fluent in English and has ELS/TESOL Certification.

Supervisor, Training and Quality

Concentrix

Jun 2022 - Dec 2022  (6 months +)

Supervised a team of 11 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)

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.

ELS Teacher (Chinese learners)

51TALK PH

September 2019 – September 2021

Teaching an average of 60 hours per week 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

Alorica

Nov 2018 - Aug 2019 (10 months)

Managed a team of 6 for 2 programs at multiple sites for Hotel and Casino Services and Advanced

Captioning system.

Led the launching/expansion of one program in Davao.

Hired, certified and mentored trainers for the launch.

Led several initiatives for the team and 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.

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

Maria Luisa (Lulu) Gestiada - page 1

2015 - Frontier Inc. (US, Trained and certified in San Antonio, TX, USA) and launched a new project,

2016 - Certified Product Trainer for Halo ( Teleconferencing services), Caesars Entertainment (Hotel

and Casino reservation).

Performance Assessment Specialist (Quality Staff)

West Corporation

Oct 2012 - Apr 2014 (1 year 7 months)

Assess performance and call handling quality of agents for Barclays US - Collections. (Banking/

Financial)

Customer Service Advisor(Voice)

24/7 Customer Philippines Inc.

Nov 2009 - Sep 2012 (2 years 11 months)

Handles calls for a top TeleCommunications company in the UK (T-Mobile, now known as Everything

Everywhere). From Customer Service to Billing to Technical/Troubleshooting calls.

Customer Service Associate(Voice)

Convergys

Feb 2008 - Oct 2009 (1 year 9 months)

Handles calls for Citibank US. Customer Service/Billing and Sales.

Skills

Microsoft Office   •   Customer Service   •   Training   •   Leadership   •   Training Facilitation   •   Project

Management   •   Team Facilitation   •   Coaching   •   Mentoring   •   TESOL •   Digital Marketing

Education

Jose Rizal University

Bachelor's degree, Accounting

2001 - 2005

Holy Spirit Academy of Irosin

High School, High School/Secondary Diplomas and Certificates

1997 – 2001