Raffaelyn Antonnette J.

Teach, mold and certify new associates for Operations. Create, develop, update or revise training materials for New Hiretraining, Ongoing Training classes and productions. Assume the responsibilities of a product specialist and knowledge mentor on all product and systems questions, provide floor support for supervisor escalations and sent to all 4 of the 5 sites of the Sutherland Global Services in the Philippines to support the service delivery team. Trained and certified by PHH for underwriters. Delivered agents for inbound calls, email and chat for mortgages with ZERO attrition for the first three months and produced top agents that surpassed all expectations. Conducted coaching sessions (one-on-one and group sessions) to agents further develop their skills. Pioneered the first wave of underwriter specialist, chat, e-mail, provider support and back office queues. Created the Quality Assurance Compliance form for the PHH account together with the client and came up with an effective form that aligns with the company process and served the client’s best interests.