ePerformax Contact Centers & BPO
Russel Alejandro has a diverse work experience in the fields of learning and development. Russel has held several managerial roles, including Director of Learning Design and Innovations at ePerformax Contact Centers & BPO, where they led the development and implementation of innovative learning strategies and solutions. Russel also served as a Senior Learning Design Manager, Senior Training Manager, Training Delivery Manager, and Training Development Manager at the same company, overseeing various aspects of training and development. Prior to their time at ePerformax, Russel worked as a Clinical Trial Assistant at Lundbeck, where they handled post marketing studies and trained healthcare professionals involved in the research. Russel also has experience as a Technical Customer Care Representative at Convergys. Throughout their career, Russel has demonstrated expertise in instructional design, program management, and training delivery.
Russel Alejandro, CLDP, completed their education in the following institutions:
- From 2019 to 2021, they pursued E-Learning Instructional Design at the University of California, Irvine Division of Continuing Education, specializing in Educational/Instructional Technology.
- Russel earned a Bachelor of Science degree in Pharmacy from the University of the Philippines, attending from 1997 to 2001.
- Russel received their high school education at Don Mariano Marcos Memorial State University, obtaining a diploma between 1993 and 1997.
In addition to their academic qualifications, Russel Alejandro also obtained several certifications, including:
- Microlearning for Disruptive Results from Vignettes Learning.
- Certified Learning and Development Professional from GSDC - Global Skill Development Council.
- E-Learning Instructional Design from the University of California, Irvine Division of Continuing Education.
- Managing Virtual Teams from LinkedIn.
- Articulate Storyline Essential Training from LinkedIn.
- Foundations of Performance Management from LinkedIn.
- Instructional Design: Storyboarding from LinkedIn.
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ePerformax Contact Centers & BPO
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ePerformax is a high-performing contact center & BPO that provides world-class, omnichannel service and support to a select group of Fortune 1000 companies and their customers. As one of the first contact centers in the Philippines in 2002, ePerformax has strategically expanded our client base and now proudly employees over 6,500 team members at three operating locations and one provincial recruiting and training center. The extensive and comprehensive training conducted ePerformax produces empowered, consultative, and skilled customer service agents to handle complex interactions, while providing an effortless customer experience via phone, email, chat, social media, and instant messaging. ePerformax's dedication to performance and building strategic partnerships with our clients is based on shared values, including: • Performance versus price-only orientation • Customer focused • Sharing of best-practices • Continuous learning and innovation • Commitment to training and employee development • Brand enhancement These strategic partnerships focus on translating each client's business objectives into measurable KPMs for continuous improvement and an effortless experience, driving both brand loyalty and lifetime value, and providing voice of the customer insights to enhance the customer experience. Programs and Services include: • Customer Service and Account Support • Escalations • Billing and Payment Support • Technical Support • Product/Service Support • Website Navigation Support • Inbound Sales and Order Entry • Travel Reservations • Outbound/Inbound BTB Programs • Quality Monitoring Programs • Web and Data Mining • Social Media Support • Fraud Prevention/Account Integrity • Content Moderation ePerformax is experienced in the areas of wireless/telecommunications, financial/card services, digital payment systems, e-commerce/retail, travel/reservations, and healthcare.