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Work Background
RemitlySenior Manager, Learning & Development for Customer Success
Apr. 2020Philippines
TaskUsSenior Training Manager & Training Site Lead for Learning & Development
Feb. 2018 - Apr. 2020Twenty-four Seven McKinley, Bonifacio Global CityJob Responsibility Highlights: • Provides leadership and strategic direction to support the learning and development of over 1,000 employees within the site
• Leads a team of senior training manager and training managers supporting various contact center programs with multiple channels/touchpoints
• Established close collaboration between Operations, Quality, Business Intelligence, Workforce and Life Coaches in order to support the performance and career path of teammates.
• Developed and implemented training strategies to support the performance of new hires and tenured teammates
• Improved operational rigor within the training team by establishing standard operating procedures/playbooks
• Established rigor and automated the reporting system through Google Sites and Google DataStudio
• Enriched the organizational development training portfolio by developing several leadership, softskills, technical and quality-centric courses targeting specific competency gaps or as requested by operations and support departments.
• Established a year-round continuous learning program where employees can sign up for courses that support their career paths or learn other skills of interest
• Maintains favorable business relationship with stakeholders and clients, constantly identify their needs, and maintain overall satisfaction. • Empowers direct reports and promote engagement through regular personalized coaching and developmental activities.
• Developed and rolled-out a series of courses to elevate the competency of new and existing trainers.
• Instrumental to the COPC certification of the site.
• Supports various projects of the executive leadership to achieve the annual and quarterly strategic goals.
• Evaluates and recommends learning technologes to support future innovations in learning.
• Conducts sales presentations for potential clients
TELUS International PhilippinesSenior Site Manager for Global Learning Excellence
Sep. 2016 - Feb. 2018Discovery Center, Pasig - McKinley Corporate Center, Makati - McKinley West, BGC• Provided leadership and direction to support the learning activities of approximately 5,000 team members across three (3) sites.
• Developed and implemented training strategies to support the performance of new hires and tenured team members.
• Lead a team of training managers and training supervisors supporting multiple contact center accounts with different touchpoints/channels.
• Actively worked with the implementation and transition teams when launching new accounts/programs.
• Implemented regular performance improvement interventions for all programs in collaboration with the operations and quality teams.
• Continually reviewed and improved training design and delivery to improve Speed to Competency in all supported programs. • Improved overall training throughput by improving training design and by implementing engagement initiatives inside and outside the classroom.
• Oversaw quartile management activities for employees in different performance segments
• Ensured continuous learning of team members in each program through effective knowledge management and competency analysis.
• Supported the career path of employees through a global learning roadmap.
• Maintained favorable business relationships with operations stakeholders and clients through effective stakeholder management.
• Empowered direct reports and promote engagement through regular personalized coaching and developmental activities.
• Evaluated and recommended learning technologies to support innovations in learning.
• Helped achieve process maturity within the entire training organization by identifying and addressing process gaps, standardization and establishing compliance controls.
• Conducted sales presentations for potential clients on the company's training philosophy, frameworks and best practices.
TELUS International PhilippinesSite Manager for Learning Services
Nov. 2015 - Aug. 2016Ortigas, Pasig City - McKinley Exchange Corporate Center, Makati CityJob Responsibility Highlights: • Lead a team of 5 training supervisors and 40 trainers in supporting multiple contact center programs across two sites.
• Lead the global alignment and collaboration for Learning Services for one large global client with 2000 FTE.
• Responsible for the training facet of implementation of new accounts/programs.
• Responsible for the effective onboarding of new employees of various programs and touchpoints/channels.
• Lead performance improvement projects based on regular training needs analysis, in collaboration with the Operations, Quality and Workforce.
• Oversaw quartile management activities for employees in different performance segments
• Reviewed, evaluated and improved training programs through modern training needs analysis (TNA), instructional design (ID) and content development frameworks.
• Acted as a consultant in the development of the Knowledge Management systems of different accounts.
• Standardized processes within the Global Learning Services team.
• Developed and maintained favorable business relationships with multiple stakeholders.
• Empowered direct reports and promoted engagement through regular personalized coaching and developmental activities.
• Contributed to, and supported company and departmental engagement activities to promote employee satisfaction.
TELUS International PhilippinesGlobal Manager for Learning Services, QA and Process Improvement for IT Outsourcing Solutions
Nov. 2013 - Oct. 2015Ortigas, Pasig CityLearning Services
• Created a capability development framework for the entire global IT organization which included normalizing job descriptions and levels, building the capability/skills inventory of team members, and creating job baselines in order to identify gaps in competencies.
• Created solid career paths within the global I.T. organization using the capability development framework of the team.
• Managed, created modules, and delivered both internal and external technical and soft skills training to the global IT organization determined through a training needs analyses and competency gap analyses.
• Managed/controlled the training budget of the IT Outsourcing team.
• Managed and supported the Learning Services Specialists (LSS) of the IT Outsourcing team. Quality Assurance
• Managed and supported the Quality Analysts (QA) and Customer Experience Coaches (CEC) of the IT Outsourcing team.
• Developed and improved quality guidelines for various programs, for phone, chat, and email channels.
• Supported the planning and implementation of QA projects focused on elevating quality of service and customer satisfaction. Process Improvement
• Introduced and implemented IT Service Management concepts and standards to all sub-teams of the global IT organization.
• Trained and aligned the teams in the global IT organization to ITIL v3, ISO 20000:2011 and/or CMMI DEV 1.3 wherever applicable.
• Expanded the scope of ISO 20000:2011 certification to other IT teams.
• Managed the documentation and improvement of processes within the global IT organization.
• Managed and supported the ITSM Process Compliance Specialists of the IT Outsourcing team.
• Managed and monitored all process improvement projects led by the learning services and quality assurance teams. Other
• Managed internal and external communications of the IT Outsourcing team.
• Established linkages and best practice sharing with other IT companies through itSMF Philippines - elected as officer.
PeopleSupport Inc.Corporate Trainer
May. 2004 - Aug. 2007Ayala, Makati City• New Hire Training/Update Training for EarthLink technical support (Cable Internet Connection, Software and Hardware Configuration, Homenetworking) and customer service (Billing, Fulfillment, RMAs, Promotions)/installation services (Order status).
• New Hire Training/Update Training for EarthLink BABM (sales) and PeoplePC Sales
• New Hire Training/Update Training for EarthLink Cable Queue Management (installation service)
• New Hire Training for EarthLink Webhosting • Implementation of training for new lines of businesses:
o ETV VoiP Technical Support
o ETV VoIP Customer Service
o PeoplePC WiFi Sales
o PeoplePC DSL Sales
• Interacts with Client Trainers/contacts in rolling out update training classes to the agents.
• TNA, conceptualization and roll out of performance trainings, training evaluation
• Coaching/mentoring of agents on the operations floor (transition/nesting and production agents).
• Coordinates with Operations Management and other support groups in developing strategies for the improvement of the processes of the account.
• Curriculum/Course Development and Lesson Planning
• Supervisor/Management Training
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