LINKEDIN

https://www.linkedin.com/in/wanasta

cio/

MOBILE

+639*********

EMAIL

adirwz@r.postjobfree.com

WARREN FRANKLIN O. ANASTACIO

Permanent Residence: 25 Rissa Street, Liamzon Subdivision, Barangay Santa Lucia, Pasig City 1608

Updated and active Passport Holder

W O R K E X P E R I E N C E

TRAINING MANAGER

Tom’s World Amusement Inc. (PSONELINE Inc.)

Nov 2017-Present

TRAINING MANAGER

John Clements Cons. - Neusoft Cloud Tech Ltd.

Aug 2016-Mar 2017

FREELANCE E-LEARNING DEVELOPER

UPWORK.COM

Mar 2015-Aug 2016

SOFTSKILLS & TRAINING ANALYST

DoCoMo InterTouch Bus. Services Inc. BGC, Taguig

Aug 2011 – Mar 2015

ASSISTANT TRAINING MANAGER

IBM Daksh, BPServices Inc. UP Ayala TH QC

May 2010 – Jul 2011

SENIOR TRAINING ANALYST

Dell Int’l Business Services Inc. Eastwood Libis, QC Jan 2007 – Oct 2009

TRAINING AND QUALITY SUPERVISOR

Alorica Phils. Inc. Ortigas Center, Pasig City

May 2004 – Dec 2006

Training High Impact Values & Culture company re-orientation (JUN-OCT2018) – 677 Employees Trained at 94.79% Completion Rate nationwide; Training Evaluation Scores: Relevance 80.0%; Application 77.9%; Effectiveness 78.4% including company-wide Code of & Discipline Training

(JUN-SEP 2018)- 616 Employees Trained at 91.84% Completion nationwide; Training Evaluation Scores: Relevance 77.9%, Application 74.4% Effectiveness 78.4%

Annual Performance Evaluation for Division & Head Office Statistics with 1.58-point Increase in Level 1-5 QPE Ratings

Created, implemented and revised Crew Training Program for frontline customer-facing, retail workforce more than 1000 pax; incl. Career Path Accelerator for Team Leaders and Supervisors and Capability Enhancement Program for store-based training intervention training

Trained Team Supervisors, Assistant Team Supervisors and Agents using Harvard Mentor Training Series 2017 (6 Sessions)

Program owner and implementer for CSAT and FCR Improvement for Alibaba.com (B2B) and AliExpress.com (B2C) for Chat Support Teams (6 Teams, 148 agents) with Resolution Rate of 75.3% of 65% Goal within 4 calendar months. Missed 88.0% Resolution Rate with 79.5% as of Feb 2017)

Designed and created WFM e-Learning Modules for SGS Global Workforce Management Team using NICE Systems 6.3 for Team Supervisors and Agents. Used Abzorb and Moodle LMS Platforms using Adobe Captivate 9 and SCORM 1.1 other tools; collaborated with other ISD designers in Chennai, India and San Salvador, El Salvador SA; assisted with project charter creation, WBS, communication and risk management plan and team reports

Conduct Tier 1 Training for JW Marriot International Front Desk Staff by developing and implementing CBT module with 98% training penetration in less than 2 months

Standardization of Foundation and Certification Process for IBM Trainers and Voice Accent Leads using a 108-Point Training Presentation & Facilitation Evaluation Program

Creation of Active SharePoint Database Reporting Tool for Citibank ANZ for tracking agent compliance training for bank products & services

Reactivate 1237 Dormant EPP Accounts from Dell’s EPP with 12 account reps resulting to 20.94% Success Rate and demand revenue of $579,708.98 from May to September 2009

Conduct TNA Process Improvement for Dell EPP Cumulative Margin per unit sales from $89 to

$92.66 and Close Rate from $25.68 to $27 by conducting Vitality Training & Coaching Intervention from Jan – Jul 2008

Achieve Overall CSAT Scores of 92.33% (Goal 85%) in December 2006 by seeking buy-in of Gateway Account Team Managers through Performance Improvement and QA Audit Coaching

Increase Auditing Efficiency and Accuracy by training (5) QA Specialists internally and provide Quantitative Analysis training for direct reports

E D U C A T I O N

POLYTECHNIC

UNIVERSITY OF

THE PHILIPPINES

College Degree

FAITH BIBLE

COLLEGE

College Degree

Mapua IT

Technology Center

Technology Courses

Recent Seminars

Bachelor of Computer Data Processing Management

College of Computer Management and Information Technology Sta. Mesa, Manila

1988-1993

Bachelor of Theology

Religious Education

976 Aurora Boulevard, Project 4, Quezon City

1993-1997

CCNA Certified Cisco Networking Associate 200-120

MCSA Microsoft Certified Systems Associate 70-410

Gil Puyat Ave Extension, Makati City

HR Mentoring 2.0 Batch 7(Feb 2019)

https://www.facebook.com/groups/hrmentoring1batch7/ Emergency First Aider at Work (EFAW) from Tom’s World Amusement Inc.

(PSONEline Inc.) (Oct 2018)

Data Seer with TED-Lecturer & Facilitator Isaac Reyes (Data Storytelling)

(Jul 2017) at First Pacific Leadership Academy

L A N G U A G E S P R O F E S S I O N A L S K I L L S ENGLISH

FILIPINO

Character & Work References

Available upon request

TRAINING

E-LEARNING

SALES

MCSA, ADIMIN

PROCESS TRNG

QUALITY ASSUR

FINANCIAL

NETWORKING

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