joanna fernandez

operational trainer

About

Operational Trainer at UnitedHealth Group

Country

philippines

City

manila

Industry

Skill

Experience

senior quality analyst

concentrix

2010-3 - 2014-5 · 4 yrs 3 mos

* Account : United Airlines Domestic/International Reservations; Web Support * Industry : Travel * Acts as the Product Specialist that communicates changes, needs and other important or relevant details of the process and or product between the site and clients. * Provides a detailed audit and coaching trend of not less than 40 agents including level 1 and 2 agents to get historical data on performance. * Conducts an hour talk of Quality introduction to new hire trainees. * Provides a real time feedback on client escalations leveled from customer service source. * Gathers information on training needs analysis and executes up-training on all level of tenures

process trainer

concentrix

2008-5 - 2010-3 · 1 yr 11 mos

Account : United Airlines Baggage Department; Domestic/International Reservations Industry : Travel - Facilitation on a complete New Hire curriculum for 3 lines of Business including up training on tenured agents

operational trainer

unitedhealth group

2014-11 - Present · 11 yrs 11 mos

* Account : Benefits and Eligibility * Industry : Healthcare * Conducts a detailed audit and feedback on clustered agents or on lower lever quartile to determine opportunities and training needs analysis * Facilitation on pre determined workshops for agents on lower quartile