Training Service Representative

** ******* ***** ******, ******* BREEZE SUBDIVISION, CALOOCAN CITY, 1400

MOBILE :091********

E-MAIL :***********@*****.***/GMAIL.COM

ANTHONY REY A. CASTRO

WORK EXPERIENCE

February 2019 – July 2020

Telus International Philippines

Learning Services Learning Specialist

Responsibilities:

●Ensure customer service representative are successful in the key metrics that they are required to meet when in production.

●Meet Learning Excellence KPIs

●Assess customer service representative for risk of leaving.

●Oversee and administer various training programs including recurrent and new hire training

●Schedule training classes, organize course materials and present courses ensuring all training programs run smoothly and effectively.

●Work with Management team and clients to identify training needs, review training material and processes.

●Schedule and coordinate training for multiple, often times simulations, training sessions.

June 2017 – November 2018

Dell International Services, Inc.

Customer/Technical Training Senior Analyst

Delivers, designs, authors and edits moderately complex e- learning, web-based, blended and classroom curriculum to a variety of audiences including employees, end-user customers, partners, resellers, distributors or systems integrators.

Manages the Partner Training Teams in the Philippines in order to support and coordinate training related activities. Travels extensively within Philippines.

Serves as one of the Global Learning Administrators for the Learning Management System (saba cloud). Runs reports for compliance, course completion and Net Promoter Scores for the region supported.

Leads or participates in cross-functional meetings to support proper world-wide allocation of equipment, curriculum and training needs.

Provides metric analysis and reporting on training readiness and effectiveness; consults with customers to ensure produced training meets current needs to support customer

Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations or decisions.

Partners with the business and subject matter experts to assess and customize training based on current and future needs.

May set up, configure and maintain lab configurations for hands on technical training, including developing and documenting lab exercises.

August 2007 – June 2017

Atos Information Technology, Inc.

Global On-Site Services – Technical Training Analyst

Identify training needs for on-site technicians and others on both new and existing accounts

Developing training materials to meet those needs, including the development/maintenance of any on-line training tools/systems

Working with partners/3rd party companies, briefing on how training should be delivered to technicians

Ensuring that processes to assess the effectiveness of training are in place

Reviewing the results of training effectiveness assessments and taking corrective action to correct any deficiencies

Work closely with the T&T team to identify training needs for new accounts

Work closely with the Quality Team to identify ongoing training needs, primarily of on-site technicians but also for others as necessary

Develop training manuals, procedures and supporting documentation to address the identified training needs

Work with partners/3rd parties to develop and agree effective means of delivering the required training

Design and, with the relevant partner, implement processes to assess the effectiveness of the training that has been delivered

Review the results of training effectiveness assessments with the relevant partner, take corrective action to correct any deficiencies

December 2005 – February 2007

Training Specialist and Operations Team Leader (Atos - Nike IT Helpdesk)

Areas of Responsibility / Tasks:

Training:

Create core standards and competency testing.

Ensures Training database and records kept current with Agent Data.

Schedule training rooms and maintain Help Desk training room applications and connectivity needs.

Training Material Design:

Review and participate in the approval process for new hire and continuing education training content to ensure that required change requests are developed, approved, and executed.

Exhibit advanced understanding of all tool usage for materials creation in support of successful training initiatives (client tool, training design and development tools, etc.)

Conduct training needs assessments as requested and identify industry and out of industry best practices that directly impact materials creation

Design, develop, and deploy training content

Identify tools and technology based solutions to drive agent performance (i.e., performance simulation, language usage enhancement tools)

Project:

Design, develop, manage, and monitor delivery plans, resource plans, issues/risks for training and communication related projects.

Communication:

Create core standards and competency testing.

Interact with Help Desk Managers, Supervisors, Activation Personnel, and Process Analysts to establish application and system training for current and new accounts.

Continuous Improvement and Process :

Develop programs and practices to identify development needs

Conducts Training Needs Analysis for continuous improvements.

Exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.

Leadership and Development :

Responsible in developing and mentoring Junior, Project Based Training Specialist.

Conducts Train The Trainer programs and other leadership modules for the Training Team.

Assumes Operations Team Leader role after training class. Manages a specialized team of advanced IT Helpdesk agents.

2002 November – 2005 December

Clientlogic Manila

Trainer (Senior Technical Trainer)

Essential Job Duties/Requirements:

Responsible in the development of entrée level Trainers and Bay Mentors to prepare them to facilitate classroom training and provide to one-to-many and one-to-one mentoring agents.

Act as a technical/procedural escalation point for Trainers and Mentors.

Coordinate with other departments for process implementation and continuous improvement for new hire classes, Transition, Resolution and Communication Bays.

Set schedules and timelines for ownership projects for new products, process and quality to be implemented by the training and mentor teams to operations.

Develop concise content, methods and materials for training staff.

Ensure trainer availability through scheduling according to business/operational needs.

Coordinate specific activities for employee training and development programs.

2001 November – 2002 November

Trend Micro Incorporated

Technical Support Assistant

Reports directly to the Product and Support Services Manager, Assistant Manager, and Project Leader.

Responsible for doing out-bound U.S. phone support with regards to closed cases furnished by Support Engineers.

EDUCATION

1995 December – April 2000

De La Salle - College of St. Benilde

Taft Avenue, Manila

Bachelor of Arts in Management major in Human Resources

SKILLS:

- IT Helpdesk

- ITIL (Incident, Change, Problem Management)

- PC Hardware troubleshooting and OS deployment

- Macintosh Hardware troubleshooting and Mac OS X deployment

- Mobile device (Mac OS and Android) Hardware Troubleshooting and deployment

- Network troubleshooting

- Active Directory

- Project Management

CERTIFICATION:

Microsoft Certified Professional

- Managing and Maintaining a Microsoft Windows Server 2003 Environment

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