Dennis Apostadero Gerona

Block 63 Lot 4 KC 27 Karangalan Village Manggahan Pasig City

[email protected] | +639176272158 | +639190795762

An accomplished and goal-driven professional with almost 17 years of experience

as a Team Leader, Trainer, Telemarketer and Inside Sales Lead. Expertise includes
managing people on adapting to process changes to achieve maximum results with effective planning, organization and
communication skills as well as a consultative approach to problem-solving .

Career Summary
Microsoft Year
Microsoft Advertising Support 2019
Majorel Philippines Year
Professional Performance Management Fundamentals
Trainings/Certification 2019
Interview Skills Certification for Team Managers
Apple, Inc. Year
Instructor Qualification Certification 2019
Concentrix Philippines Corporation Year
British Council's Aptis English Language Certified– LevelC
2018

Mark Ghaderi Year

The Winning Formula, (The art & science of ‘C’ Level
2018
Prospecting), Mark Ghaderi
Appcentric/SAP Year
Product Trainings:
2017
SAP Hybris Cloud for Customer (C4C)
SAP S4 HANA ERP 2017
SAP Business by Design (BYD) 2017
Stellar Philippines Year
T3 (Train The Trainer) Certification 2016
Secondment Trainer Certification 2016
Reach for the Stars Certification (R4TS) 2016
Capital IQ Year
Editor and Transcriptionist Certification 2009
Dell International Philippines, Inc. Year
Resolution Specialist Certification 2008
Technical Account Manager Role Academy Training 2007
Excel to Excel Training Certification 2007
ICT Marketing Services, Inc. Year
Competitive Seller Training 2003
HSBC Consultative Sales Skills Foundation 2003

Philippines Quezon City, Philippines Employment History

 Continuum Global Services
September 7, 2024 – Present
Quality Supervisor (Onshore & Offshore Team)
 Streamlined process between Onshore Operations & Quality Teams
 Instrumental on pushing Operations Leaders to utilize coaching evaluation
forms on tracking agent performance when it comes to quality improvement,
driving for operational excellence
 Spearheaded calibrations between Operations & Quality Teams for process
alignments and identifying gaps
 Spearheaded internal ATA sessions (Audit the Auditor) to minimize
variances between client and vendor audits
September 6, 2021 – September 6, 2024
Operations Supervisor
 Spearheaded two pioneer LOBs (2022-2023, 2023-2024) which grew to
stand-alone accounts of almost 200 agents each
 Responsible for overseeing, development and managing a team of 15-20
Customer Care Representatives
 Does queue management (via CMS), monitoring of agent activities and
approving Timecards on a daily basis
 Provides liaison for any disputes that employees raise to management
regarding salary disputes, metrices, etc.
 Provides weekly updates to clients of one LOB with regards to overall
performance
 Designated as Cluster POC if in case Operations Manager is unavailable
 Handles escalated calls and concerns from customers

entomo – Managing Director APAC Inside Sales Manager/Business

Development
July 20, 2020 – September 3, 2021
• Directly reporting to the Chief Revenue Officer
• Responsible for overseeing, development and managing a team of
Inside Sales & Sales Managers within the APAC Region
• Does queue management and monitoring of incoming Inbound
Leads through all available channels
• Responsible for providing Analytical report for conversion rate of
inbound and outbound leads
• Utilizes analytics tools and works with the analytics team in
undertaking detailed analyses of sales performance for the purpose
of reporting sales strategy successes, weaknesses, and opportunities
to senior sales management.
• Streamlined the sales process and optimized the CRM’s automation
aligning it to our Pipeline Management.
• Key person when it comes to business process improvements that
helped increase SLA with working on leads for both inbound and
outbound, improving average handling time of the sales cycle
• Handles training of new joiners within the Sales and Inside Sales
Teams
• Maintain detailed documentation and analysis of leads in CRM
• Defines and communicates the business’s KPIs and targets to Senior
& Junio sales Managers on a regular basis.

Majorel - Team Manager

August 30, 2019 – July 30. 2020
 • Responsible for overseeing, development and managing a team of
10-15 advocates
• Does queue management and monitoring when needed
• Responsible for sending out daily reports for agents to know their
current standing regarding productivity, quality and overall
performance
• Understand the competitive landscape and product trends
• Through reporting and analytics, validate advocates performance
on a specific timeline
• Understand and effectively communicate the company's values,
innovations and current processes to advocates
• Ensure reports and other internal intelligence and insights are
provided to the Operations Manager
• Consistent on passing month-to-month Team Manager's scorecard
average
• Consistent on hitting month-to-month Client and Site CSAT score
Philippines Quezon City, Philippines
Concentrix - Senior Advisor
June 20, 2018 - August 29, 2019

• Responsible for providing over the phone support for client’s

customers Supporting Technical and Billing issues being escalated
from other departments
• One of the LOBs major contributor for VSAT survey returns and
exemplary performance with internal and external Quality audits
• Selected to participate with Apple’s Instructor Qualification Class
(IQC)
• Selected to Mentor new hires/tenured advisors
• Six months straight Number One Sr. Advisor based on KPI and
CSAT scores

AppCentric Solutions, Inc. , Pasig City, Philippines

AppCentric - Team Leader - Inside Sales/Lead Generation
June 12, 2017 - June 12, 2018

• Singlehandedly jumpstarted the company’s in-house Inside Sales

and Lead Generation Team
• Implemented process and system to be used by the team
• Oversees and supports the Inside Sales/Lead Generation team
to sales administration process
• Monitoring sales metrics, quality and manages the entire Inside
Sales/Lead Generation
• Responsible for monitoring daily/weekly/monthly agent and team
performance
• Collaborate with the Marketing and Sales team to make sure that
sales processes
are followed through to provide excellent experience to clients/
customers
• Responsible for selecting/hiring of new Lead Generation/Inside
Sales Specialists

Stellar Philippines, Inc. , Quezon City, Philippines

Stellar BPO - Trainer
April 6, 2015 - June 12, 2017
 • Handling 15-20 New Hire Classes
Does Training Needs Analysis together with the Operations team
to be able to identify opportunities and deploy crash courses
when needed
• Oversees and supports Operations Team if there are no Training
Class
• Update and modify training modules as per Client's standards
• Responsible for monitoring trainee's performance on a daily basis
• Collaborate with the Operations Team for hand off of trainees who
passed

Transcom Worldwide Philippines. Pasig City, Philippines

Transcom - Web Moderator
January 31, 2011 - July 7, 2011

• A pioneering member of the Moderation Team for an Australian

web listing company;
• Primary responsibility is to monitor and check reviews, comments,
adult and non-adult
• Business contents, adult and non-adult user/business
images/avatars and coupons.
• Also mediates between clients of businesses and business
owners regarding issues with the services availed from the
businesses. To be qualified for this position, applicant should be
very keen on details and knows “how to read between the lines.”

McGraw-Hill International Enterprises Pasig City, Philippines

Capital IQ - Editor
June 29, 2009 - July 5, 2010

• Holds the position of Editor for the Transcriptions Department of

Capital IQ, a Division of Standard & Poor's, which is part
of
The McGraw-Hill Companies; performs various forms of
corrections to voice written text, combining this with
Internet research on terminology and reviewing the errors of
others. Pays attention to detail, have the knowledge and ability
to learn punctuation and correcting sentence break-up,
diligence and problem solving skills, specially have “good
ears” – the ability to hear and listen well.

Dell International Services Phils., Inc. Quezon City, Philippines

Dell International Services Philippines, Inc. - Resolution Specialist/Account
Manager
October 30, 2007 - June 5, ,2009

• Providing excellent customer satisfaction, thru proper case and

account management, following up on customer’s issues,
finding the right resolution that would be beneficial for the
customer and Dell
• Handles queries on dispatch, shipments, return orders, rebate
coupons; facilitate customer order fulfillment
 • Liaise between the customers. and Dell
• Focuses on driving positive and sustainable customer experience
according to Dell's standards
• Team POC for Dell’s Rewards and Recognitions Program

ICT Marketing Services, Inc. Pasig City, Philippines

ICT Marketing Services - Team Coach
April 14, 2003 - August 21, 2007

• Handled a team of 10-15 telemarketers

• Create and execute a script that was used for one of the account's
campaigns
• Develop and execute strategic plan to achieve sales targets
• Responsible for overseeing and growing Team's performance by
driving strategic sales initiatives dependent on the state that
will be contacted
• Understand and effectively communicate the company's values,
innovations and current processes to agents
• Through reporting and analytics, validate the quality of the sales
and leads list and provide guidance to improve the overall s ales
and data quality
• Analyze lead data, deliver periodic reporting to the Operations
Manager and providing key business insights: typical reporting
relates to sales quality, leads list quality, updated Consumer Law
for each state
• Report on key KPIs related to the lead and the opportunity
waterfall in order to implement a consistent closed - loop between
Operations and Quality teams
• Ensure reports and other internal intelligence and insights are
provided to the Operations Manager
• Awarded as Team Captain for three straight quarters 2006
• Awarded as Team Captain for Year 2006

Degree Major College/ University

Undergrad - Flute Performance University of Sto. Tomas
Educational
Bachelor of Music Conservatory of Music
Background

Level Awards School

College St. Martin de Porres University of Sto. Tomas

Awards/Honors Scholarship Awardee

Best in English Award, Binangonan Catholic College

High School Consistent on the Top 3 of the class