Dhanneil Monares
@dhanneilmonares
Trainer II improving technical support quality and customer outcomes at Concentrix.
PhilippinesWhat I'm looking for
I’m a Trainer II and Technical Support professional at Concentrix, focused on helping teams deliver accurate, guideline-driven outcomes. I’m fluent in English and known for clear, structured, and concise communication backed by strong attention to detail.
In my current role, I train new hires on processes, tools, and communication standards using structured guidelines. I evaluate performance through call listening, provide clear annotations for feedback, and complete high-volume audits and calibrations to ensure quality and on-time delivery.
Before that, I worked as a Technical Support Representative and Customer Service Representative, resolving technical concerns through troubleshooting for devices, accounts, and connectivity. I also supported an Amazon account (non-voice), maintained high service quality, and earned recognition as Q4 Rockstar (2024) for outstanding performance.
Experience
Work history, roles, and key accomplishments
Trainer II - Technical Support
Concentrix
May 2025 - Present (1 year 1 month)
Trained new hires on processes, tools, and communication standards using structured guidelines. Evaluated performance through call listening with clear annotations and conducted high-volume audits and calibrations to ensure quality and deadline adherence.
Technical Support Representative
Concentrix
Sep 2024 - May 2025 (8 months)
Provided technical support to customers by troubleshooting device, account, and connectivity issues. Maintained clear documentation and ensured effective problem resolution.
Customer Service Representative
Concentrix
Sep 2023 - Sep 2024 (1 year)
Supported Amazon customers with non-voice inquiries, responding efficiently and professionally. Delivered consistent service and customer satisfaction, earning Q4 Rockstar recognition in 2024.
Education
Degrees, certifications, and relevant coursework
Babag National High School
Senior High School
2022 - 2023
Completed senior high school at Babag National High School from 2022 to 2023.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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