Aldwin Joseph S. Cleofe

091******** adh1p9@r.postjobfree.com

OVERVIEW

Accomplished leader with multi industry experience in a senior manager capacity in Training management, BPO operations, Business Consulting and Advisory Services. With the ability to train, lead, coach and motivate staff against an agreed set of goals. Has proven track record of affecting positive impact on new hire and tenured employee performance through training interventions. Has very strong interpersonal skills that allow for partnerships with both internal and external key stake holders on critical initiatives. Articulate communicator able to effectively interact with a diverse population of people at a variety of academic levels.

QUICK REFERENCE

Total Work Experience: 17 Years Management Experience: 9 Years BPO Experience: 12 Years No of Sites: 3 Sites

Largest Program Size: 4000 Agents

Max No. of Direct Reports: 9 Managers, 52 Trainers

Channels Supported: Voice, Email, Chat, Back Office, Social Media

Work Types Handled: Tech Support, Customer Service, Sales

Lines of Businesses: Telco, Healthcare, Retail, Financial, Media, Travel

Geo Supported: US, UK, AU, EMEA, CA

CERTIFICATIONS:

Disc PPI/PP

Grow Coaching Methodology

Scenario Based Training

PRIMARY SKILL SETS SECONDARY SKILL SETS

Training and Development Curriculum Development Training Gamification Mobile Learning

Scenario Based Learning

Adult Learning

Training Needs Analysis

Voice and Accent Training Performance Management Process Improvement

Leadership & People Development

Process Creation and Implementation

Project Management

Client Management Business Strategy Marketing

Business Development Human Capital Organizational Development

Human Resource Management

Hiring and Candidate Profiling

Operations Management

CAREER HIGHLIGHTS:

SITEL PHILLIPPINES – APRIL 2019 TO PRESENT

SENIOR LEARNING MANAGER

• Owns management of all training collaterals, dependencies, and deliverables across 2 sites, 9 Learning Managers, 10 portfolios from US, UK, AU, CA and EMEA in the Telco, Retail, Travel, Healthcare and Financial verticals.

INTELENET GLOBAL SERVICES - MAY 2017 TO APRIL 2019

SENIOR TRAINING MANAGER

• Managed all training collaterals, dependencies and deliverables in assigned portfolios

• Interfaced and consulted with internal and external clients on training interventions

• Improved new hire performance through curricula redesign resulting in 83% speed to competency reduction and 77% lift in average NPS performance

• Incorporated Gamification and Mobile learning to curricula and new hire experience

• Led training initiatives of program transition from captive to outsourced environment, 12 simultaneous classes at 85% overall throughput vs 76% goal

• Implemented sustained performance framework through synergies with QA, Operations, RA and WFM teams

P&A GRANT THORNTON – MAY 2016 TO MAY 2017

SENIOR MANAGING CONSULTANT FOR HUMAN CAPITAL DEVELOPMENT

• Led all company offerings in end to end human capital solutions from Talent Attraction and Selection, Training and Onboarding, Career Progression and succession planning, Retention and Off-boarding, Organizational Development and Change Management.

• Owned business development strategies to grow Human Capital as a new service line under Business Advisory Services.

TELEPERFORMANCE PHILIPPINES – JAN 2015 TO MAY 2016

SITE TRAINING MANAGER

• Designated POC for overall project management tasks in a series of synergy meetings to replicate the successes of internal team’s training initiatives with Jamaica, India, Colombia and Dominican Republic sites.

• Effected an across the board new hire and tenured KPI improvement on programs handled along the lines of

Sales, NPS, CPC & Repeats.

• Sole owner of all site training initiatives, implementations, process alignment, resource allocation and training performance.

• Client escalation point for all training issues and is responsible for coordinating improvement action plans.

• Evaluated the effectiveness of the training, its adherence to the client’s needs and expectations and ensure

SOW compliance.

SUTHERLAND GLOBAL SERVICES PHILIPPINES – SEPT 2007 TO DEC 2014 (Multiple roles)

TRAINING MANAGER – OCT 2012 TO DEC 2014

• Was instrumental, through proposed value adds to training, in a successful RFP and won a new business of 500 FTE.

• Participated in Business Discovery and T3 sessions to provide input from end to end training delivery perspective at a client site in the United States.

• Led projects with direct correlation to improvement in New Hire performance along KPI’s, the strongest of which is 10% lift in YoY NPS.

• Streamlined end to end New-Hire experience from Recruitment, Foundations Training and Product Specifics with direct impact to improved training yield of 90% from 82%.

• Redesigned Voice and Accent training content to align with program specifics with impact on 3 days YoY reduction of learning curve.

SENIOR TEAM MANAGER - JAN 2012 TO SEPT 2012

• Supported a Team of Supervisors and provided them with the necessary tools, coaching and feedback to ensure that all areas are managed accordingly.

• Managed day to day operations alongside the Operations Manager and Senior Operations Manager.

• Conducted focused group discussions with consultants (tenured and new-hires) to set expectations, introduce incentive programs and gather feedback and help items.

• Led daily check in meetings with the Supervisors to review performance, identify challenges, review action items and ensure that goals are constantly met.

• Maintained and reviewed action item tracker and performance dashboard and cascades the same to the Account Manager and Senior Account Manager.

• Planned and executed center incentive programs, contests, spiffs and employee engagement activities.

TEAM MANAGER - JUL 2010 TO DEC 2011

• Responsible for the day-to-day activities and guidance of team members.

• Ensured that all members understand the team’s goals and work together to achieve it

• Fostered a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team when necessary.

• Closely monitored individual performance and provided effective feedback to ensure goals are consistently met.

• Employed the SMART principle in achieving targets, as well as ABC Bucketing and Quartile Management

SENIOR SALES TRAINER - SEP 2008 TO JUN 2010

• Graduated four consecutive classes with outstanding sales performance in the first 30 days against other vendors (No.1 of 3)

• Coordinated with Global Training Manager, Program Manager and the Client on training plans for the program based on client updates, market trends and on Training Needs Analysis.

• Remained updated of client processes, competitors' activities, and upcoming products to ensure effective training programs for the team.

CORE SKILLS TRAINER - SEPT 2007 TO AUG 2008

• Trained new recruits on Accent Neutralization, US Geo, Grammar and Customer Service.

Maintained training yield goal of 90% and Training pass percentage of 90%.

GOV. LRAY VILLAFUERTE ENGLISH PROFICIENCY PROGRAM - NOV 2005 TO AUG 2007 (Multiple roles)

ASSISTANT TRAINING MANAGER (Ass. Unit Head) – NOV 2006 TO AUG 2007

• Liaised between the Provincial Government and University Heads for program expansion.

• Supervised a team of 16 trainers to deliver efficient training and development initiatives.

• Conducted trainer performance appraisal throughout term.

COMMUNICATIONS TRAINER – DEC 2005 TO NOV 2006

• Conducted English Proficiency classes as assigned.

• Screened incoming trainees to identify level of English Communication skills

Assigned to conduct client presentations and demo-classes.

RGMA 101.5 CAMPUS RADIO - AUG 2003 TO OCT 2005

ON AIR PERSONALITY

• Hosted on air programs & interviewed personalities at special events or at the studio for live broadcasts.

EDUCATION

• University of Sto. Tomas – Legazpi City 1999 – 2012

BS in Business Administration Major in Marketing

OTHER TRAININGS:

Client Knowledge Acquisition – May 2019 to Aug 2020, ABC Financial Services, North Sherwood, Little Rock, Arkansas, USA

• DISC Personality Profiling Certification – July 12, 2018 PSTD, (8 hours) People Profiles

• LEAN 6 Sigma Greenbelt Training – May – Aug 2018, (36 hours) Intelenet Global Services

• Full Course on Learning Needs Assessment – Feb 7 – 9, 2017 PSTD, (36 hours) Yuchengco Institute

• Change Management Training Jan 5 – 6, 2017 (16 hours P&A Academy, Makati City(

• Introduction To Six Sigma LEAN & DFSS – Dec 04 – Dec 07 Dec 2015 (18 hrs)

Teleperformance Phils, Sucat, Paranaque

• Leadership Through Values – Dec 03 2015 (1 hr) Teleperformance Phils, Sucat, Paranaque

• Baseline Enterprise Standards for Teleperformance for Training and Development – Aug 31 –

Sept 1 (16 hrs) Teleperformance Phils, Sucat, Paranaque

• Scenario Based Learning Seminar and Trainer Certification June 2 – June 6 2014 (40 hrs) Sutherland Global Services, Cam Sur, Phils.

• Business Discovery and Train the Trainer March 7 – April 11, 2014

Intuit Tucson Contact Center, 2800 E Commerce Center, Tucson, USA

• Training Needs Analysis for Training Managers Jan 7 – Feb 11 2013 (40 hrs) Sutherland Global Services, Cam Sur, Phils.

• GROW Coaching Methodology Facilitator Certification January 2012 (36 hrs) Sutherland Global Services, Cam Sur, Phils.

• LEAD Training for Team Managers Jan 31 – Feb 7 2010 (100 hrs) Sutherland Global Services, Cam Sur, Phils.

• Train the Trainer Sessions Sept 4, – Sept 25, 2010 (120 hrs) Borders TN Distribution Center, Smyrna, Tennessee, USA

• Pro 3 Sales Mentor Trainer Certification Dec 14 -- Dec 22 2009 (70 hrs) Sutherland Global Services, Cam Sur, Phils.

• Teaching Methodology May 28 to June 1 2007 (40hrs) TESDA, Cam Sur, Phils.

• Near Hire Training June 5 to 9, 2006 (40hrs) John Clements Consultants Inc

• Train the Assessors April 10 to 11, 2006 (16hrs) John Clements Consultants Inc

• Train the Trainers October 25 to 29, 2005 (60hrs) John Clements Consultants Inc

Contact this candidate