Christine Lazaro has over 10 years of experience in customer service and medical technology roles. She currently works as a Program Ready Trainer at Convergys Philippines, where she trains new hires and improves performance metrics. Previously she held roles as a Team Coach, Communication Coach Apprentice, and Technical Support Representative. She has a Bachelor's degree in Medical Technology from the University of Santo Tomas.

1. Christine M. Lazaro
Lot 47 blk 9 Atlas St., Crestview Homes
Antipolo City
(0942) 803-6996
christine.lazaro26@gmail.com
WORKING EXPERIENCE
Convergys Philippines | Verizon High Speed Internet
- Program Ready Trainer (October 2014 – present)
• Piloted identification of support staff (ie team leaders, higher tiers)
who have opportunities and challenges in the program's processes
through Quarterly Program Mastery Assessments. Creates written
assessments and cascade data analysis to the higher management.
• Continuously meeting and exceeding the FCR (First Call Resolution)
90% to goal score (ie 69.3%) of classes handled. Last class handled
started with the production floor at 69.02%, 30 day at 71% and
continued on with 71.62% mark.
• Highest performance of ERP (customer satisfaction survey) from 0-90
agents at 101.38% to goal of the last handled class.
• Improved Trainer Attribute score from 75% on Q3 to 87.5% on Q4.
• 95% compliant on Quality Evaluations and phone time every month
exhibits process alignment and mastery.
• Responsible for gathering Client Specific Values data of New Hires.
• 90% completion on training priorities of the account every month
contributing to program's revenue.
• Validates and assess applicants specific for the account.

2. - Team Coach (Boot Camp)
May 2014 – October 2014
• Created learning materials improving the team’s Empathy, Positive
Scripting, Customer Education which is specific to the top 5 call
drivers of the account.
• 85% graduation rate after 3 months with weekly DCDF (feedback) and
one-on-one coaching. Continued passing and increasing mark
enrolled to the team.
- Communication Coach Apprentice
December 2013 – May 2014
• Identified and supported red flags on communication during ABAY
through one on one coaching and speech practices.
• Maintained improving score of 3-5% on ERP weekly after every group
sessions on identified outliers of the account.
• Communicated and submitted clients' requests specific to effective
spiels imperative to the call flow.
- Technical Support Representative
August 2013 – December 2013
Expert Global Solutions | Cricket Wireless
- Technical Support Representative
April 11 – August ‘13
Part of agent engagement program
Philippine National Red Cross
- Medical Technologist
July ’10 - February ‘11
Transcom World Wide Inc. | Talktalk Communications
- First line agent (Back office for Billing and Care)

3. April ’08 – July ‘10
World Citi Medical Center
- Medical Technologist
- Intern Coordinator (UST)
October ’06 – April ‘08
S.V. More Group of Companies
- Professional Marketing and Sales Representative (Alabang-Muntinlupa Area)
January '06 - July '06
SKILLS
Proficient on making reports through Microsoft Office (ie Word, Excel, Outlook etc.)
Can work under pressure effectively
Have great interpersonall and leadership skills
Uses delivery methods intended by the course designers, but can adapt to meet various
learning styles
Addresses learners' verbal and non-verbal communication to identify those who need
clarification and feedback
Reviews learning objectives and match them to learner and organizational needs
Evaluate learner performance, self-performance and delivery of the course
Task-oriented and Result-oriented
CERTIFICATION
CEET (Convergys English Evaluation Tool)
Communications Culture Training
Training with Impact
Convergys Leaders as Coaches
Powerful Presentation
Leaders in Coaching

4. Training a Trainer
Microsoft Excel II
Microsoft Excel I
IELTS (International English Language Testing System)
American Medical Technology
Philippine Regulatory Commission
____________________________________________________________________________________
EDUCATION
• College - B.S. Medical Technology
2001-2005
Internship Program:
World Citi Medical Center (Laboratory)
Mar'04-Sept'04
Rizal Medical Center (Laboratory)
Sept'04-Mar'05
UNIVERSITY OF SANTO TOMAS
Espana, Metro Manila, Philippines
• High School Level
1997-2001
ST. SCHOLASTICA'S ACADEMY
Marikina Heights, Marikina City
REFERENCES
Ms. Kristin Manglicmot Ms. Nadia Chkarat
Customer Service Mngr, in-training Operations Manager
Convergys Convergys
0922 - 7216243 0999 - 8836029

5. Mr. Edward John Perculeza Ms. Joan Claire Zipagan
Universal Trainer, Sr. Team Leader/ Communication Coach
Convergys Convergys
0977 - 8145988 0932 - 1382053
Ms Kathleen Esteban Mr. Israelson Taclob Jr.
Team Leader Team Leader
Transcom World Wide Inc. EGS
0942 - 8050779 0932-8506927

6. Mr. Edward John Perculeza Ms. Joan Claire Zipagan
Universal Trainer, Sr. Team Leader/ Communication Coach
Convergys Convergys
0977 - 8145988 0932 - 1382053
Ms Kathleen Esteban Mr. Israelson Taclob Jr.
Team Leader Team Leader
Transcom World Wide Inc. EGS
0942 - 8050779 0932-8506927