Training, Learning & Development

Profile

Six Sigma Green Belt practitioner. Highly motivated professional with ten

(10) plus years of Training & Development, Performance Mananagement, and

Operations experience from process outsourcing, global shared services, and

cloud-based SaaS organizations. Extensive experience in Training Project

Management & Global Business Migrations for instructor-led, technology-led,

and hybrid training programs. Committed to driving company values and

improving service-team performance to achieve bottom line objectives,

influence work-life harmony, and reach target revenues. Holds an active US

10-year multiple entry US B1/B2 Visa.

Professional Experience

Lead, Education Services, Five9, Inc.

September 2013 - November 2014

Manages the online training development operations of the Education

Services team in the Philippine site. Leads a 6-man design assembly team

with skill sets ranging from flash, graphics, web, motion, instructional,

and eLearning development. Reports directly to the Director of Education

Services who is based in the US.

Performan Department Set-up & People Management. Established the

ce Philippine branch of the Education Services organization

Highlight including setting up of workflow standards, hiring & recruiting

s: of talents, and management of the department's productivity and

performance.

eLearning University Revamp. Automation and overall re-design of

the external on-demand online training programs by employing

only best-in-class multimedia learning strategies to increase

retention, usability, and better back-end management of

developing training materials.

Project Consultation. Involvement in key operational and

strategic discussions of other departments - promoting the local

Education Services team as a strategic contributor to the

organization.

Senior Team Lead - Learning & Development, Global Payments Process Center

Inc.

August 2011 - May 2013

Oversees the day-to-day training operations and administration of all

onboarding, recurring, and Process Training migrations activities for the

Global Service Center. Responsible in ensuring effective coordination of

training needs requests and measurement of a training program's

effectiveness. Functional lead to a lean group of 4 Trainers; Auxiliary

support for the organization's learning facilitators (Trainer Apprentices).

Performan Training Design, Delivery, & Administration. Standardized,

ce created, documented, and streamlined the end-to-end process for

Highlight training administration, implementation, and records upkeep in

s: alignment with the organization's ISO 9001:2008 (Quality

Management System) certification

Project Management & Global Business Migrations. Assigned to

travel to multiple global offices (UK, US, and Canada) to handle

the knowledge, skill, & process transfer of various complex

regional processes and translate to a Global Service Center

structure; Headed the Philippine team that travelled to the US

(Atlanta) corporate office to spearhead the process set-up of a

new product launch; Currently holds an active 10-year

multiple-entry US B1/B2 Visa

Organizational & Leadership Development. Designed, developed or

enhanced, and implemented various organizational policies

ranging from Performance Improvement Plan to Performance

Management Cycle deployment; Conducted various organizational

and leadership-related activities (e.g. team buildings, core

skills training) for Individual Contributors, People and

Organizational Leaders (Supervisors, Middle Managers and Senior

Management Teams)

Completed Professional Development Programs. Franklin Covey's 4

Disciplines of Execution (Center for Leadership and Change,

Inc.), Basic Leadership Program (Benchmark Consulting), Ken

Blanchard's Situational Leadership II (The Ken Blanchard

Companies), John Maxwell's 360 Degree Leader (Inspire Leadership

Consultancy), David Kolb's Learning Styles Inventory (Positive

Change Group), Essentials of Leadership, Coaching for Success,

Coaching for Improvement, Managing Performance Problems

(Development Dimensions International)

Training Supervisor, Sutherland Global Services

July 2009 - July 2010

Lead a group of 10 trainers and trainer apprentices for a program with 400

FTE's (Segments: voice, email, chat, and back-office support). Transform

the training team's function from transactional to training-as-a-

consultant. Provide learning and development directions to all members of

the program.

Performan Financials/Operational. Increased the 30-day New Hire

ce performance throughputs by implementing a solid certification

Highlight process which is directly aligned to the program's goals and

s: actual needs (e.g. performance drivers, learning and skills

requirements); Increased general productivity across all

segments by 22% (Handle Time); Increased end-user metrics to 13%

(e.g. CSAT/FTR)

People & Team Development. Training-as-a-business approach to

Trainer development to align with operational goals and support

increased learning curves upon endorsement; 100% on-time

compliance on all training requirements (new hire and steady

state) through close client relations (advocate state); Organic

promotion of 5 Trainers from Agent level.

Process & Productivity Improvement. Defined and standardized the

end-to-end process of the New Hire Training and Steady-State

Update Management Programs through a strong training business

transformation campaign; Increased 30-day quality scores (QA

profile is process-oriented) to 19% higher than actual target

goal (from a -6%-to-goal performance); Noted significant

decrease on Knowledge & Process related drivers in the quality

transactional form

Lead, Training, Aegis PeopleSupport, Inc.

October 2006 - July 2009

Handle new hire and update trainings for a 300-FTE program using concrete

adult learning principles. Create account development initiatives aimed

towards bridging learning and performance gaps. Conduct needs analysis to

understand root causes and performance and productivity drivers. Represent

the team for meetings, calibrations, and performance/business reviews.

Performan Instructional Design & Course Development. Revised and upgraded

ce the vertical basics training course of the program applying

Highlight industry-fresh concepts on course development resulting to

s: increase on base knowledge competency of the training

participants; Created a systematic roll-out strategy on the

implementation of a transition week from training to operations

achieving strong performance percentages; Introduced various

Structured Learning Activities geared towards maximum learning

targeting the different learning styles of the participants

Training Administration, Delivery, & Evaluation. Conducted

successful new-hire classes with each batch achieving milestones

for the program; Developed templates and tools that increased

work efficiency of the team; consistent strong results across

instructor observations and course evaluations; Constantly

sought for recommendations on different projects related to

needs analysis and statistical interpretation of hard/soft data

Project Management & Account Development. Designed and

implemented the Information Management process of the account

which created a significant increase on knowledge retention;

Created the Training Team's Performance Management process to

track the 30-60-90 progress of training participants endorsed

to operations; Continuous communication of new trends on

industry processes and activities

Certified completed the Trainer's Certification Program.

Administering Training, Adult Learning Principles, Instructional

Methodologies and Lesson Planning, Classroom Management,

Presentation Skills, Facilitation Skills, Needs Analysis,

Instructional Design, Training Evaluation, E-learning,

Instructional Competencies, MS PowerPoint, MS Excel

Curriculum Developer/Lead Trainer, JFK Center Foundation

July 2005 - October 2006

Plan, lay-out and create needs-based training modules and programs aimed at

developing different BPO skill sets as continuing education for

communities, graduating college students and mid-career shifters. Increase

training program effectiveness by assessing processes and identifying

training delivery needs. Implemented call center set up for provincial

models including recruitment, training & operations incubation. Lead a team

of 6 Trainers and Academe Practitioners in each training project handled.

Performan Training Standardization. Consolidated, re-evaluated and

ce standardized all training formats including participant

Highlight handouts, training effectiveness analysis, training

s: presentations, different proficiency assessments and scorecards,

program executions and practices

Training Design & Delivery. Created, developed, and implemented

a 1-week and 2-week BPO training programs with end results of

achieved 100% hiring ratio in just a few weeks - outlined as The

Training Model for the specific courses

Call Center Set-up and Implementation. Supervised the

implementation of a 25-seater call center site including

handling recruitment processes, training, sales and quality

reporting, program analysis, client relations, and transition of

management

Program Motivator (Team Leader), Ambergris Solutions Inc.

December 2003 - February 2005

Analyze program's performance, design & implement various sales incentives,

contests, and activities to drive increase in revenue production, boost

morale and decrease agent turnover. Manage and provide cross-functional

Incentive Coordinator training for 17 agents, teach mentoring and coaching

strategies for Sales Coach Interns. Analyze, evaluate, and recommend

strategic plans to maximize sales performance.

Performan Performance Improvement. Launched strong and innovative inside

ce sales campaigns resulting in a continuous increase on margin

Highlight revenue per sale, upward trends in floor participation and

s: product/core skills retention; appointed to various taskforce

groups aimed to continuously educate the program on product

updates and sales performance improvement strategies

Completed Professional Development Programs. AESOD Salesmanship

Workshop, Effective Coaching and Presentation Skills, Core

Skills Training, Training for Non-Trainers

Sales Coach, Ambergris Solutions, Inc.

October 2003 - December 2003

August 2003 - October 2003 (Sales Representative)

Assist the program through agent coaching targeting individual/team sales

metrics improvement and better call handling. Support managers in specific

team-level objectives through ad hoc coaching activities. Maintains,

monitors, and analyses data to identify possible coaching opportunities.

Performan Coaching Model Standardization. Designed and developed the

ce two-phase Coaching System for sales-challenged representatives;

Highlight high success rates observed from bottom tiered performers'

s: increasing numbers and climb of at least 5 levels in the

program's overall stank ranking performance.

Qualifications

Creative with pragmatic-orientation. Capable of working under pressure and

long hours. Ability to work in a fast-paced, dynamic, high performing

culture. Good oral, interpersonal and writing skills. Applied knowledge on

Windows programs, MS Office Applications (Word, Excel, PowerPoint, and

Access), LMS and eLearning authoring tools (Dialogue, Captivate, etc.).

Passion for service excellence.

Academic Performance

22nd Six Sigma Green Belt Certification, Ateneo Graduate School of Business

Tertiary: University of the Philippines Manila, BS Industrial Pharmacy

Secondary: Quezon City Science High School

Elementary: General Roxas Elementary School

Personal Background

An only child and came from a family of sales professionals. Took up short

courses on Basic Reflexology and the Commercial Arts. Badminton player and

the family's 'special occasions' cook. Experience in creating

company/social events and functions, from pre-production works to event

detailing.

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