KEENA KRYSS GENERAL UDING
Surrey
Summary
Accomplished Training and Administrative Professional with over 9 years of experience in the BPO and tech-enabled services industry. Adept at designing and delivering comprehensive training programs across voice, chat, and digital platforms, with specialized expertise in sales enablement, compliance (KYC), and cryptocurrency support. Proven ability to manage cross-functional projects, support legal research, and streamline operations as a Virtual Assistant. Highly skilled in tools like Salesforce, Learning Management Systems (LMS), ClickUp, and Google Suite. Recognized for performance excellence, knowledge transfer leadership, and a strong commitment to empowering teams and improving service delivery.
Overview
13
13
years of professional experience
Work History
Virtual Assistant (Part-Time)
Avenir Staffing
03.2025 - Current
- Assist with project management tasks including tracking timelines, coordinating deliverables, and updating stakeholders.
- Reorganize digital file systems and ensure documentation is streamlined for easier access and compliance.
- Support legal teams by conducting online research, summarizing findings, and organizing relevant case information.
- Maintain clear communication with remote teams across time zones while adapting to varying project needs and tools.
Instructor Senior Analyst (Trainer)
Accenture, Inc.
12.2022 - 12.2024
- Co-developed process documentation (e.g., Desktop Procedures) for Project Hermes, resulting in optimized onboarding and consistent Sales Process Support workflows.
- Designed and rolled out a Gap Coverage Agenda that streamlined shadowing sessions, ensuring seamless knowledge transfer between training waves.
- Monitored learner performance and provided coaching interventions to reduce errors and increase efficiency in live environments.
- Utilized Salesforce, LMS, and feedback analytics to drive continuous curriculum enhancements.
Instructor Analyst (Trainer)
Accenture, Inc.
02.2021 - 11.2022
- Led launch and delivery of Voice Support training for Project Space Jam - ATO, focusing on customer service in the cryptocurrency space.
- Developed comprehensive training programs incorporating compliance (KYC), account verification, and blockchain literacy.
- Enhanced agent issue-resolution time and customer satisfaction through role-specific scenario training.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
Senior Trainer
Concentrix CVG Singapore Holdings PTE. LTD. ROHQ
10.2018 - 08.2020
- Completed intensive Train-the-Trainer certification in Manchester, UK, for Web Messaging Inbound Sales.
- Improved program knowledge retention and CSAT scores by reworking training material and aligning content with real-time business objectives.
- Supported performance tracking through QA calibrations, aligning training outcomes with operations KPIs.
- Streamlined onboarding processes for new hires, accelerating their integration into job roles.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
Associate Trainer
Convergys Singapore Holdings
08.2016 - 10.2018
- Certified as a Train-the-Trainer for Inbound Sales Web Messaging.
- Mentored employees during probationary period to answer questions and offer improvement strategies.
- Developed metrics-driven evaluation processes for measuring the impact of learning programs on business outcomes.
- Delivered onboarding and skills training for new hires on Inbound Web Messaging platforms.
- Partnered with Talent Acquisition to streamline the trainer-to-production transition and ensure alignment with performance expectations.
- Facilitated calibration and feedback sessions with QA and Operations to reduce error rates and boost call/chat quality.
Program Ready Trainer
Convergys Corporation
01.2015 - 08.2016
- Conducted new hire training for chat and voice teams.
- Provided mentorship, ensuring trainees met performance metrics within the first 30 days.
- Delivered high-quality training sessions with a focus on real-world application and hands-on learning experiences.
- Streamlined administrative processes related to training coordination, resulting in increased efficiency and reduced costs.
- Led new hire and cross-skilling training programs for voice and chat support teams, achieving above-target onboarding success metrics.
- Mentored trainees post-certification to ensure smooth transition to production, with 80% achieving target metrics within 30 days.
CSR (Escalation Team)
Convergys Corporation
08.2014 - 01.2015
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Handled escalated concerns for cable, phone, and internet services via chat, email, and outbound calls, achieving high conflict resolution ratings.
- Documented high-impact customer journeys to inform future training and quality improvements.
CSR (Chat Support)
Convergys Corporation
05.2012 - 08.2014
- Delivered front-line support via chat for internet and phone services, recognized for achieving upsell targets through rapport-based communication.
- Received internal recognition for exceeding KPIs in technical resolution, customer satisfaction, and sales conversion.
- Answered customer chat concurently promptly to avoid on-hold wait times.
Education
Post-Degree Diploma - Business Administration
Langara College
01.2025
Associate of Arts - Psychology
Langara College
01-2025
Bachelor of Science - Psychology, Major in Guidance and Counseling
Ateneo de Zamboanga University
03.2011
High School Diploma - undefined
Filipino-Turkish Tolerance School
03.2007
Skills
- Training Curriculum Development
- Program Launch & Implementation
- Team Leadership & Mentorship
- Technical & Customer Support Training
- Performance Gap Analysis
- Voice, Chat, and Email Support
- Customer service
- Calendar management
- Data entry
- Microsoft office
Languages
English
Full Professional
Timeline
Virtual Assistant (Part-Time)
Avenir Staffing
03.2025 - Current
Instructor Senior Analyst (Trainer)
Accenture, Inc.
12.2022 - 12.2024
Instructor Analyst (Trainer)
Accenture, Inc.
02.2021 - 11.2022
Senior Trainer
Concentrix CVG Singapore Holdings PTE. LTD. ROHQ
10.2018 - 08.2020
Associate Trainer
Convergys Singapore Holdings
08.2016 - 10.2018
Program Ready Trainer
Convergys Corporation
01.2015 - 08.2016
CSR (Escalation Team)
Convergys Corporation
08.2014 - 01.2015
CSR (Chat Support)
Convergys Corporation
05.2012 - 08.2014
Bachelor of Science - Psychology, Major in Guidance and Counseling
Ateneo de Zamboanga University
High School Diploma - undefined
Filipino-Turkish Tolerance School
Post-Degree Diploma - Business Administration
Langara College
Associate of Arts - Psychology
Langara College
Awards
Accenture A-List Awardee: Q4 2023, Q2 2024, Q4 2022., Trainer of the Year: Concentrix (Q2 & Q4 2019), Convergys (Q4 2016, Q1 & Q2 2018, Q2 2015)., Top 2 Agent: Convergys (Q1 2014).
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