1. ETHEL JANE M. DELMONTE
Bldg. 17 – 033 Bagong Lipunan Condominiums
East Service Rd. Western Bicutan, Taguig City
PROFILE
Self-directed, highly competent and motivated with 13 years of experience in the BPO industry with proven ability
in people development, coaching, and mentoring. With proven leadership ability, having developed high
performing teams in Operations. With superior interpersonal and communication skills that ensures meaningful
learning experience to future leaders and professionals.
WORK EXPERIENCE
HR Learning and Communications Partner August 2015 – present
kgb Philippines, Inc.
 Conducts training needs analysis to identify opportunities for learning and development across all Non-
CSR employee levels in the PH Call Centers. This includes affiliating with the different business unit Heads
and functional Managers in the Centers to identify and resolve training needs
 Design, develops and facilitates learning programs for target employees from different levels of
organization utilizing various methods to suit different types of learners (i.e. online, classroom, blended,
etc.)
 Monitor, measure, analyze, and report relevant data on L&D programs and initiatives, and make
necessary recommendations for continuous improvement
 Design and develops communication materials and collaterals (e.g. advertisement, brochures, handouts,
posters, banners, announcements, memorandums, presentations, etc.) to support campaigns, projects,
programs, and initiatives of internal stakeholders
 Partner with global HR and call center leadership to develop and maintain internal communication
initiatives and processes
 Supports global business clients through various written and visual communications
 Manages Skillsoft®, the company’s e-learning platform and act as the primary point of contact for
Skillsoft® related issues and concerns
 Acts as Editor-in-Chief of the company newsletter
 Maintains the company’s intranet, blog, and social media sites
 Prepares exit interview reports which include conducting a thorough analysis of the exit interview results
and recommending action plans to address indicators of attrition
 Facilitates new hire orientation
Team Manager June 2006 – August 2015
kgb Philippines, Inc.
 Coaching, developing, and motivating CSR’s. Tracking CSR performance through productivity, call times,
quality, attendance and behavior
 Administrative duties including reports, paid time off submission, schedule changes, punch corrections,
reviewing and returning emails
 Interviewing and selecting qualified candidates for open CSR positions
 Patrolling and floor supervision including quickly responding to CSR’s with transfers, difficult searches, and
customer complaints
 Conduct counseling sessions for disciplinary or performance issues

2.  Attend meetings and hold team meetings and maintain team bulletin boards and various other
communication tools
 Assist with taking calls during peak volume periods
 Awarded as the Team Leader of the Year 2014
Training Development Officer June 2005 – June 2006
kgb Philippines, Inc.
 Take calls through the Global Lead Bay; this includes regular calls, escalated calls, enhanced Directory
Assistance requests, customer complaints and commendations. Provide transfer feedback to agents and
document select transfers in various logs available for TDOs.
 Floor supervision, survey call center floor for CSRs in need of assistance, deter and address floor
violations, and ensure consistent policy adherence
 Assist manager in coaching and developing CSRs through silent call monitoring, by doing seat-rides real-
time and by providing search drills
 Assist manager with administrative duties as needed
 Maintain team board with current information (including team and call center wide related information)
and other motivational endeavors
Customer Service Representative July 2003 – June 2005
kgb Philippines, Inc.
 Handle customer calls; provide excellent customer service and information to customers as reflected in
their QA score and CPT
MAJOR TRAININGS AND SEMINARS ATTENDED
Future-Ready HR Thru Disruptive Innovation
PMAP |January 2017
Training the Trainer with Boris Joaquin
CLEARED, Inc. | April 7-8, 2016
Unlocking Mindsets. Creating Value.
PMAP | April 2016
Introduction to Graphic Design
Philippine Center for Creative Imaging, Inc. | January 2016
Productive Presentations with an Impact – Get Your Message Across
Ariva! Events | September 2015
Influential Leadership and Critical Thinking
Management Forum, kgb Phils. Inc | September 2015
Getting Things Done
kgb Phils. Inc. | September 2015

3. Behavioral Styles Workshop, Effective Communication, and Managing the Employee Lifecycle
kgb Phils. Inc. | August 2014
Getting Things Done
kgb Phils. Inc | Dec 2013
EDUCATION
Pamantasan ng Lungsod ng Maynila Graduated April 2016
Masters in Educational Administration
Eulogio Amang Rodriguez Institute of Science and Technology October 2005 – March 2007
Certificate in Professional Teaching Education
Far Eastern University – Manila June 1999 – April 2003
Bachelors of Arts in Masscommunication
University Laboratory High School June 1995 – March 1999
OTHER SKILLS & STRENGTHS
 Articulate in oral and written communication
 Proficient in MS Office Applications
 Knowledgeable in Photo Journalism and project management
 Experienced in Social Media Management
 Strong research skill and attentive in proof-reading
References available upon request.