Manager Training

Venice Casiño Yturralde

****************@*****.***

MS8 Block 9 Lot 3 Mulberry street Lancaster New City Brgy. Navarro General Trias, Cavite

Telephone Number: +639*********

PERSONAL STATEMENT

Seeking a position in a company where acquired experience and knowledge can be utilized properly.

Looking for a position in a company where there is enough scope to contribute in the development.

Seeking a job that can provide ample scope to face new challenges. SKILLS

Able to build rapport and trust quickly with work colleagues

Able to prioritize tasks and workloads in order of importance

Track record of delivering results with deadlines

Team player with intermediate computer skills

Reliable and hardworking with good industry knowledge

Can utilize available resources efficiently

Excellent communication skills, both written and verbal

Proven ability to manage through others

Strong decision making and problem solving skills

Able to motivate and lead others in a team environment CERTIFICATES & MEMBERSHIPS

The Advance Practical Role of Pediatric Nurses in the U.S.

Intravenous Therapy

Advanced Cardiovascular Life Support

Intensive Continuing Education on Pediatric Nursing Practices in the U.S.

Infection Control and Barrier Precautions

Identification and Reporting of Child Abuse

Basic Grammar Training

IELTS/TOEIC/TOEFL Training

Train the Trainer

EDUCATION

Dr. Carlos S. Lanting College

2003-2006

Bachelor of Science in Nursing

Centro Escolar University

1999-2002

Doctor of Dental Medicine

Undergraduate

Centro Escolar University

1997-1999

Associate in Arts (Preparatory Dentistry)

St. James College of Quezon City

1993-1997

Holy Child Academy

1992-1993

Angelicum College

1986-1991

WORK EXPERIENCE

Training and Quality Lead – Fitness Passport

Present

Liaising with managers to determine training needs and schedule training sessions

Designing and improving effective training programs

Conducting workshops and individual training sessions as required

Preparing educational material such as module summaries, presentations, tests for new employees

Supporting and mentoring new employees

Keeping attendance and other records

Conducting evaluations to identify areas of improvement

Monitoring the development of Account Managers by looking into the trend of areas for improvement

Alerting Team Leaders of Account Managers who have not been showing any improvements

Coordinating with CSM/Team Leaders for the specific action items for non- performers, monitoring the progress of action items

Tracking the coaching compliance

Documenting all the areas for improvement spotted during the evaluations; tracking the repeatability of the errors

Identifying the potential root causes of the areas for improvement

Conducting regular QA talk/huddle, discussing top areas for improvement and how to prevent incurring them

Sending quality advisories as needed to reinforce QA talk/huddle

Raising any concerns that have/might have huge impact on the team to CSM/Team Leads

Finding ways to further improve/streamline quality processes

Conducting applicants’ initial interview

Team Leader/Head Trainer - Account Management – Fitness Passport February 2016 – July 2017

Training of Account Managers in Fitness Passport

Monitoring of Account Managers work efficiency and accuracy

Management of facilitator support and info emails

Recruitment of Account Managers

First point of escalation for Account Manager enquiries

Relief for Account Managers in time of leave

Assisting Operations Manager and General Manager of Fitness Passport with special projects as required

Recommendations for improvements in the Fitness Passport website or processes

Regular reporting to Operations Manager on progress of staff and work efficiency

Distributing announcement emails to facilitators as required Account Manager – Fitness Passport

November 2015 – February 2016

Working with facilitators on the administration of Fitness Passport in their organisations

Training of assigned facilitators in the FP System

Escalation of problems/issues from individual members

Dealing with email enquiries

Supporting facilitators in maximising member sign up

Assisting Director & GM of FP with special projects as required

Assisting in the creation and maintenance of Fitness Passport process documents and templates, including the facilitator document library

Website process improvement

Distributing announcement emails to facilitators as required

Ongoing management of info@fp emails until such time you convert to full time account management

Conducting applicants’ initial interview

Administrative Officer – Fitness Passport

January 2015 – November 2015

Analysing and reporting on member visit data (scanner data analysis)

Responding to real time member enquiries via the live chat feature on the virtual agent on the Fitness Passport website

Answering customer enquires that are sent to the ****@***************.***.** email address

Structured audit program of manual attendance sheets, including calling members

Maintenance of data in Fitness Passport and Xero system for gyms, pools, employers and members

Relief for Finance Officer position in times of leave

Managing the ordering and distribution of new and replacement Fitness Passport ID cards and associated record keeping

Assisting members in updating profiles with photo identification

Assisting in the migration of customers paying membership fees via payroll deductions or credit card to direct debit

Assisting employers to chase up card from terminated employees and cancel accounts

Assisting with the email communication to new employers in the initial registration phase

Collating new business enquires and reporting to General Manager for appropriate action

Assisting the Fitness Passport Staff with general administrative functions Academic Manager – Global English Tutorial System Inc. November 2013 – August 2014

Leading and co-ordinated teaching programmes and teaching resource in the most efficient and effective way (particularly with reference to curriculum review, timetabling, assessments and staff deployment)

Managing the curriculum review and the quality assurance for all programmes against agreed content

Responsible for the delivery of effective academic administration support in collaboration with the academic services team

Planning effectively to ensure the continuous improvement of academic systems and processes

Developing academic programmes in line with market needs

Inspiring and motivating staff to deliver high quality performance in all areas

Promoting a collaborative working environment to maintain and enhance the quality of the student learning experience and the overall teaching-learning environment

Monitoring and reviewing pastoral and academic support for all the students and ensure we meet the agreed service standards

Working collaboratively with colleagues to ensure that processes and systems are in place to track, record and report on students’ progress and attendance, to support the decision making process

Monitoring and developing effective student feedback systems to inform review processes

Assisting the CEO and other board members during meetings with investors

Taking minutes of meeting

Responsible for the inventory of school supplies

Recruiting ESL/IELTS/TOIEC/TOEFL instructors and have them do teaching demos Financial Services Specialist – IBM Global Process Services May 2013 – November 2013

Responsible for the full end to end investigation and resolution of complaints

Handing incoming calls in a timely manner

Taking ownership and fully investigated all complaints

Working in line with all regulatory requirements to ensure customers are treated fairly

Ensuring the customer feels valued by providing them with timely updates

Ensuring that quality standard are met across the business by providing feedback by the relevant business areas

Working under pressure, achieving targets set, prioritising workload to achieve tight deadlines and displaying a proven track record in delivering results

Maintaining the confidentiality of the customer's account

Logging in complaints

Providing updates to the customers regarding their existing complaints

Using innovative approaches to customer concern resolution and ensure that successful new ideas are communicated within the team and department

Investigating customer complaints by reading detailed documentation

Speaking with customers to find out further information relating to their claim

Preparing notes and correspondence accordingly and calculating repayment amounts where applicable

ESL/IELTS/TOEIC/TOEFL/BUSINESS COURSE Instructor – Clark Institute of the Philippines July 2011 – April 2013

Encouraging the students to communicate with each other using the structures and vocabulary they have learnt, and to improve the four basic language skills of listening, speaking, reading and writing

Helping students to improve their conversational English

Assisting students to improve their standard of English in preparation for school exams

Reinforcing students to improve their English to gain entry to an English speaking university; or in order to be able to use English in their job

Keeping students engaged with exciting lessons

Marking the assigned homework

Assessing students’ English abilities and completing the weekly progress report

Attending teacher workshops and seminars

Using a wide range of course books, other materials and a variety of audio-visual aids

Training IELTS/TOEIC/TOEFL/LCCI teachers

Hosting Public Speaking Contests/Graduation/other events

Evaluating applicants during teaching demonstrations Staff Nurse – Sacred Heart Medical Center

September 2009 – January 2010

Identifies patient care requirements by establishing personal rapport with potential and actual patients and other persons in a position to understand care requirements

Establishes a compassionate environment by providing emotional, psychological, and spiritual support to patients, friends, and families

Promotes patient's independence by establishing patient care goals; teaching patient, friends, and family to understand condition, medications, and self-care skills; answering questions

Assures quality of care by adhering to therapeutic standards; measuring health outcomes against patient care goals and standards; making or recommending necessary adjustments; following hospital and nursing division's philosophies and standards of care set by state board of nursing, state nurse practice act, and other governing agency regulations

Resolves patient problems and needs by utilizing multidisciplinary team strategies

Maintains safe and clean working environment by complying with procedures, rules, and regulations; calling for assistance from health care support personnel

Protects patients and employees by adhering to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations

Documents patient care services by charting in patient and department records

Maintains continuity among nursing teams by documenting and communicating actions, irregularities, and continuing needs

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques

Maintains nursing supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; using equipment and supplies as needed to accomplish job results

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

Maintains a cooperative relationship among health care teams by communicating information; responding to requests; building rapport; participating in team problem-solving methods

Contributes to team effort by accomplishing related results as needed Character References

Available upon request.

I hereby certify that the above information are true and correct to the best of my knowledge.

Venice C. Yturralde

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