Summary
Overview
Work History
Education
Skills
Timeline
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Quennie Regodos Nazareno

City of Talisay

Summary

Hello, I am a self-oriented individual dedicated to personal growth and continuous improvement. I thrive on setting and achieving my own goals, which drives my passion for excellence in both my personal and professional endeavors. My focus on self-development allows me to adapt to challenges and seek innovative solutions, ensuring that I remain proactive and effective in all aspects of my work. I look forward to contributing my skills and insights to foster a collaborative and productive environment.

Overview

19
19
years of professional experience
6
6
years of post-secondary education

Work History

HR Delivery Support

Accenture Inc.
Cebu City, Philippines
06.2016 - 05.2025
  • Responsible for employee data management, case handling, clerical support, and internal HR operations.
  • Acted as a Subject Matter Expert (SME) and team lead for new hires, providing coaching, onboarding support, and performance guidance.
  • Conducted quality monitoring and delivered feedback to uphold process standards.
  • Proven track record of handling difficult situations with professionalism, maintaining confidentiality, and supporting process improvements across teams.
  • Recognized for adaptability, effective communication, and a strong commitment to service excellence.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Paid attention to detail while completing assignments.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Product Specific Trainer

Accenture Inc.
Cebu City, Philippines
07.2021 - 08.2023
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Collaborated with subject matter experts to create accurate training content.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Promoted a culture of continuous learning by advocating for professional development opportunities.
  • Developed customized training materials for various industries, ensuring relevance to the target audience.
  • Facilitated team-building exercises to foster collaboration between department members.
  • Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
  • Enhanced training accessibility, converting traditional materials into e-learning formats.
  • Elevated participant engagement by developing interactive training modules.
  • Streamlined onboarding process, reducing new hire ramp-up time.
  • Customized leadership development programs, resulting in marked increase in leadership capabilities across departments.
  • Revolutionized safety training, significantly reducing workplace accidents.
  • Engaged with subject matter experts to ensure training content accuracy and relevance.
  • Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
  • Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
  • Promoted culture of continuous improvement by initiating regular training feedback loops.
  • Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Trained and mentored new personnel hired to fulfill various role
  • Trained and mentored new personnel hired to fulfill various roles.
  • Used Google Slides to design training fo employees and increase company retention and productivity rates 100%.

Customer Service Specialist

Convergys
Cebu City, Philippines
01.2014 - 04.2016
  • Responsibilities expanded to include more complex support, escalations management, and cross-functional coordination.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Collaborated with cross-functional teams to develop and implement effective support strategies.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
  • Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
  • Improved customer retention with empathetic and efficient handling of support cases.
  • Developed and maintained knowledge base to assist in faster resolution of common issues.
  • Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.
  • Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.
  • Enhanced team productivity by implementing new ticketing system to streamline support requests.
  • Enhanced security measures by identifying and mitigating potential threats, safeguarding user data and trust.
  • Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
  • Collaborated with development team to report bugs and suggest improvements, leading to more reliable software releases.
  • Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
  • Assisted in deployment of software updates to improve system functionality and user experience.
  • Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
  • Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
  • Optimized use of support tools and resources to reduce waste and increase productivity.
  • Led workshops for users on new features and best practices, increasing customer engagement and product utilization.
  • Facilitated smooth software migrations for customers, ensuring minimal disruption and high satisfaction.
  • Contributed to development of customer feedback system to better understand user needs and expectations.
  • Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
  • Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
  • Generated reports to track performance and analyze trends.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests for products, services, and company information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Trained staff on operating procedures and company services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Cross-trained and backed up other customer service managers.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Implemented and developed customer service training processes.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Created and maintained detailed database to develop promotional sales.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Sought ways to improve processes and services provided.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Identified and resolved discrepancies and errors in customer accounts.

Customer Service and Technical Assistance

TeleTech
Cebu City, Philippines
10.2006 - 12.2012
  • Delivering frontline customer service and technical assistance.
  • Built a strong foundation in client communication, issue resolution, and call handling in a high-volume environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Strengthened communication skills through regular interactions with others.
  • Paid attention to detail while completing assignments.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Education

Associate of Science - Computer Science

University of San Carlos
Philippines
01.1996 - 01.1998

High School Diploma -

University of San Carlos
Philippines
01.1991 - 01.1995

Skills

Customer service

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Timeline

Product Specific Trainer

Accenture Inc.
07.2021 - 08.2023

HR Delivery Support

Accenture Inc.
06.2016 - 05.2025

Customer Service Specialist

Convergys
01.2014 - 04.2016

Customer Service and Technical Assistance

TeleTech
10.2006 - 12.2012

Associate of Science - Computer Science

University of San Carlos
01.1996 - 01.1998

High School Diploma -

University of San Carlos
01.1991 - 01.1995

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Quennie Regodos Nazareno