Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Pilo Klunder

Welland,Canada
Pilo Klunder

Summary

Emotionally intelligent Organizational Manager with a Post-degree certification on Teaching English as a Second Language. Strong interpersonal skills and a lifelong focus on supporting others and helping them shine

Overview

6
years of professional experience

Work History

Concentrix, Niagara Falls

Sr. Trainer I
02.2021 - Current

Job overview

  • 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.
  • Evaluated training needs to improve training quality.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Developed and implemented lesson plans and teaching aids such as reference materials and videos.
  • Arranged meeting spaces and supporting materials for each class.
  • Maintained standardized training programs by providing comprehensive in-house training to new employees and upskill transitions.
  • Provided virtual training and online presentations.
  • Developed and improved training courses to increase staff performance and overall training effectiveness.
  • Proctored exams and reviewed and sent results to testing headquarters.
  • Enhanced team performance through the implementation of targeted skill development workshops.
  • Stayed current with industry trends and best practices, ensuring continuous relevance of training content.
  • Promoted knowledge sharing across the organization by creating collaborative learning environments and resources.
  • Supported cultural change efforts through the delivery of targeted communication and soft skills workshops.
  • Collaborated with cross-functional teams to identify knowledge gaps and develop tailored training interventions.
  • Evaluated training effectiveness by monitoring employee progress and gathering feedback for continuous improvement.
  • Aligned learning objectives with organizational goals, driving increased productivity and business results.
  • Optimized training delivery methods using e-learning platforms, maximizing accessibility for remote employees.
  • Adapted existing curriculum to meet the specific needs of various departments throughout the company.
  • Provided coaching and mentoring to employees.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Facilitated virtual, in-person and blended learning sessions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Concentrix, Niagara Falls

Technical Support Representative (Levels 1, 2, 3)
03.2020 - 02.2021

Job overview

  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Continuously updated personal technical knowledge through participation in workshops and seminars.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
  • Improved customer satisfaction scores with personalized technical support and follow-up.
  • Diagnosed and troubleshot hardware, software and network issues.

Niagara College

English Language and Culture Program Instructor
07.2019 - 08.2019

Job overview

  • Expanded students'' vocabulary knowledge through targeted activities, increasing their ability to communicate effectively in English.
  • Tailored lesson plans to accommodate differences in learning styles and speeds.
  • Delivered and developed lesson plans by using broad range of teaching techniques and strategies.
  • Taught classes daily with advanced, beginner and intermediate levels of students.
  • Provided individualized support to struggling learners, tailoring instruction to meet their unique needs and abilities.
  • Established clear expectations for student behavior, creating a respectful and inclusive learning environment where all students felt valued and supported.
  • Utilized differentiated instruction techniques to accommodate diverse learning styles and ensure all students were engaged in the content.
  • Implemented effective classroom management strategies, maintaining a focused and productive learning atmosphere.
  • Enhanced student comprehension with clear explanations and real-life examples during lessons.
  • Developed strong rapport with students, fostering a positive learning environment that promoted academic growth.
  • Educated students in basics of English grammar and conversational speaking.
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Maintained complete student records with accurate grades and attendance information.

Education

Niagara College
Welland, ON

Teaching English as a Second Language - Post-degree Certificate from English-as-a-Second-Language Education
06.2019

University Overview

  • Completed 84 hours of supervised practicum in the EAP at Niagara College
  • Volunteered as a tutor for an EAP student
  • Volunteered as an assistant for the EAP placement test in January and February 2019
  • Completed professional development in TESL Ontario 2018
    Completed professional development in Niagara College’s Spotlight On Teaching
    Volunteered and completed professional development in TESL Niagara 2019
    Completed professional development in TESL Hamilton 2019
    Became a member of TESL Niagara
  • Elected as a representative of the 2019 TESL Curriculum Advisory Committee
  • Honours Standing - Fall term 2018
  • President’s Honour Roll - Winter term 2019

Valley of Mexico University (UVM)
Tabasco, Mx

MBA from Business Management
12.2009

University Overview

  • Scholarship for outstanding students, 2004-2009 from Valley of Mexico University (UVM)
  • English Language Linguistic Abilities Program 2005-2007
  • Honour Roll, Fall Term 2009
  • Testimony of satisfactory performance for National Standardized Exit Exam for Bachelor's Degree (EGEL)
  • Graduation by GPA
  • Final Grade: 89.2%

Skills

  • Highly organized
  • Detail oriented
  • Student-Centered style of teaching
  • Strong critical thinking
  • Proficient with technology
  • Team-player
  • Culturally integrated
  • Problem solving oriented
  • Resourceful

Timeline

Sr. Trainer I
Concentrix, Niagara Falls
02.2021 - Current
Technical Support Representative (Levels 1, 2, 3)
Concentrix, Niagara Falls
03.2020 - 02.2021
English Language and Culture Program Instructor
Niagara College
07.2019 - 08.2019
Niagara College
Teaching English as a Second Language - Post-degree Certificate from English-as-a-Second-Language Education
Valley of Mexico University (UVM)
MBA from Business Management

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