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Work Background
RCVRY Outsourcing Services Inc.Chief Operating Officer
Apr. 2019Davao, Davao Region, Philippines• Introduced an in-depth end-to-end client management and vendor support system during the height of the pandemic.
• Redefined and further improved the end-to-end client onboarding process to better provide a holistic understanding of how the client’s entire journey is affected by each action or interaction that is provided to them. • Improved buyer touch points by introducing a more need driven buyer vetting process that allow LCMs (Life Cycle Managers) to greatly enhance the efficacy of the entire buyer experience from the identifying their ideal listing down to assisting lead brokers with all necessary documentation, marketing kits and sales agreements.
• Redesigned the seller onboarding process by realigning the seller vetting process which currently focuses on business financials and profit and revenue returns which in turn allows the company to accurately make decisions regarding seller representation.
• Responsible for authoring 90% of all process documents and provided architectural direction in the creation of all buyer and seller management documents, which includes seller retention, buyer education and buyer profiling.
• Responsible for managing fiscal year budgets for 3 subsidiary businesses which has a total manpower of 300 employees.
• Established a weekly cluster performance review to better focus on financial and revenue impacting issues caused by missed OKRs and KPIs from different key stakeholders. • Lead the creation and development of an enterprise-wide skills and competency assessment to identify skill gaps and possible opportunities to improve broker performance, servicing preferred buyers and managing seller accounts. • Established a FACT-Finding Team that conducts a deep-dive analysis of all known issues that affect a large percentage of both the broker operations team and the amazon affiliate and drop shipping operations team which in turn allows the management team to make sound decisions regarding employee retention and termination.
Citizens DisabilityDirector for Training, Quality and Performance Management - All Vendor Sites (Private Contractor)
Sep. 2018 - Apr. 2019Waltham, Massachusetts• Responsible for restructuring all available training programs to support enterprise wide new hire training and continuous improvement initiatives planned for FY 2019 and onwards. • Refined and further improve the end-to-end new hire training process including the real world certification process to allow vendor partners to seamlessly produce top talent and ensure that all candidates that go through NH training are skilled and capable to achieve goals within the first 30 days of their onboarding.
• Served as primary point of contact for all vendor partner sites for training and quality staffing related concerns, which includes; hiring and selection of training specialist and quality assurance advocates, conduct certification and capability development for all identified training specialists and quality assurance advocates and ensure all TQA team members go through the Citizens Disability onboarding process prior to taking on their new roles.
• Authored and published all vendor partner management process documents, which includes; Agent/Support Hiring and Selection Process, End-to-end NH Training Process, Onboarding Process for Key Vendor Partner Roles, Total Quality Management Process, Trainer Certification Process (TACT), QA Certification Process, Performance Management Process and all specific SOW for all outsourced campaigns within the SEA and African regions.
• Designed and created a training effectiveness evaluation process to measure and determine the impact of all training programs that have been rolled out to the various vendor partner teams.
• Manage and curate Citizens Disability’s Training Repository which houses all Citizens Disability’s training curriculums, instructional materials, skills refreshers, workplace compliance records, learner demographics and speed to proficiency analysis done on all successful training waves.
• Conduct and facilitate train-the-trainer sessions for all vendor partner sites
Alper innovationsTraining Operations and HR Director (e-Commerce Support)
May. 2017 - Sep. 2018Delray Florida• Direct oversight and management of all offshore ecommerce management teams’ day to day activities through program managers and assumed responsibility for ensuring that both monthly and quarterly performance goals are met by constantly monitoring EOD, EOW, EOM and Quarterly performance scores.
• Ensure recruitment plans and customer supports strategies are aligned with the strategic and operating plans agreed upon with the project teams, service delivery and client success teams.
• Identified key business opportunities that contribute to the overall success of performance and revenue numbers by incorporating emerging market trends in the ecommerce support and management.
• Applied strict focus on process management to continuously improve the ecommerce team’ standard operating procedures and playbooks to aggressively support the growth of all managed store fronts.
• Acted as the key representative on management teams and other cross functional teams to support and implement change activities and strategic initiatives based on performance reviews and reach to goal ratios.
• Recruited, developed, and maintained a core group of highly specialized employees (Quality Advocates) that help ensure platform compliance and business compliance is always prioritized by all storefront teams. • Managed and orchestrated end to end aspects of the ecommerce strategy for several brands supported by the company by combining market research and big data analysis to develop a plan that delivers a superior brand and shopping experience for customers.
• Provided direction in the integration of strategic sales campaigns to deliver increased conversion rates and overall order size improvement by managing profit margin performance across a variety of store niches and product categories.
Sutherland Healthcare SolutionsVertical Lead - Healthcare Programs - Sr. Manager | Client Operations and Transitions
Dec. 2016 - May. 2017Region XI - Davao, Philippines• Ensure all client requirements for each launching LOB and division is established and reviewed as per SOW and contractual obligation.
• Oversees and coordinates the internal healthcare operations structure of Sutherland Healthcare Solutions based on company policies, goals, and objectives to ensure an efficient working environment.
• Work with key departments to ensure seamless delivery of solutions from both service delivery and workforce management.
• Continuously partner with onsite client and program personnel to ensure seamless transition of tasks and key deliverables as per advised in the SOW and as indicated in the MOA (Memorandum of Agreement).
• Partner with clients in developing scalable solutions that drive performance and consistency in customer experience numbers and first contact resolution results. • Oversee the end-to-end project implementation for all key areas of SHS operations, including HIPAA compliance, AHIP compliance, US healthcare compliance courses and service delivery for all healthcare programs situated in the Philippines.
• Ensure that client training curriculum and instructional materials for all programs is up-to-date with accordance to all federal and government standards applicable to consultants supporting healthcare insurance members.
• Support, advise and coach functional leads to ensure that development and solutions required to support statutory organizational requirements is planned, commissioned and delivered in a cost effective and efficient way.
• Partner with vendor liaisons/managers to design, develop and implement specific interventions for all levels of support and operations on site – prepare project charter for interventions that require sponsoring and budgeting.
Sutherland Healthcare SolutionsVertical Lead - PH Healthcare Programs | Sr. Manager Training and Development
Dec. 2015 - Jan. 2016Region XI - Davao, Philippines• Oversee the end-to-end training process in all key areas of SHS operations, including floor training, continuous development, performance management, client driven training interventions, communication excellence training, scenario based learning interventions, support development, HIPAA compliance, AHIP compliance, US healthcare compliance courses and nesting operations for all healthcare programs situated in the Philippines.
Ensure all training curriculums are up-to-date with accordance to all federal and government standards applicable to consultants supporting healthcare insurance members.
• Support, advise and coach functional leads to ensure that learning required to support statutory organizational requirements is planned, commissioned and delivered in a cost effective and efficient way.
• Design and develop a healthcare specific IBPM program to enable SHS to partner with schools to build a robust talent pipeline for future growth and sustainability.
• Monitor participant, customer and industry feedback – gathered from DTP/NTP, SQM and weekly performance reports from clients and stakeholders to allow evolution and development of all actively used training mechanisms and curriculum.
• Remain up-to-date with current healthcare standards in training healthcare consultants and regularly touch base with client Vendor Liaisons and Training Operations to provide a holistic approach in ensuring that process is married with the healthcare knowledge required to support members. • Work with key stakeholders; Service Delivery, Quality and Client Management to identify to identify possible skill and development needs for all programs under the healthcare umbrella.
• Maintain and manage the training/transition ramp plan which covers month over month FTE to capacity ratio with actual HC for each of the LOBs that are part of the same program.
Direct Response Group, LLCSr. Partner Education Manager – Patient Recruitment and Partner Growth - Private Contractor
Dec. 2014 - Dec. 2015Melville, New York• Integrated an off shore team model with the existing team to significantly reduce the support cost for the customer.
• Merged all financial application support into a single organization. Provided one-stop shopping to the Tenet Healthcare customers and better management of technology resource-allocation.
• Introduced a "high visibility" practice to increase the awareness during critical financial processing periods such as month-end, quarter-end and biweekly payroll processing that resulted in increased customer satisfaction and decreased issues.
• Implemented ITIL Change, Incident and Problem management processes to improve customer service and satisfaction.
• Maintained 100% of all Client Service Level Agreements. • Managed mixed team of full time employees and independent contractors dedicated to partner education, recruitment, marketing support and web development.
• Served as project manager for multiple projects, including developing and implementing training programs in major markets and developing processes focused on client retention
• Analyzed relevant patient recruitment data to make business recommendations that resulted in market growth, quality and reliability improvements and contractor supply increases
• Responsible for onboarding and management of hundreds of independent contractors and professionals.
• Oversee design and development of lectures for all local classes and assist in technical writing and prepare newsletter for all partners and participate in various administrative and business development meetings. • Coordinate and formulate partner education associate topics and manage development of all webinar and podcast discussions for same and perform research to develop innovative ideas for both current and future courses.
• Manage the day-to-day support and performance of the team while assisting in international distribution, marketing and after sales support for all curriculum for various partner education programs.
AVATAR TECHNOLOGIES PHL. INC.Training Director | Interim Director for Operations (United Dental)
Apr. 2014 - Dec. 2014Iloilo City• Responsible for a multi-department organization representing 60% of total operations, 7 direct reports and 56 total reports.
• Successfully consolidated operations by identifying a more spacious call center which allowed us to migrate billing operation into a new location resulting in a 25% companywide cost reduction and a 35% improvement in agent utilization and staffing.
• Designed and implemented a new integrated voice response system resulting in $60,000 yearly cost savings and 10% reduction in call volume.
• Ongoing lean initiatives to reduce waste and increase efficiency within customer service and billing operations.
• Develop and implement the Avatar Technologies Learning Management System and platform to deliver various approaches to effective learning and development, including an approach to organizational wide coaching and building Avatar Technologies’ internal capability and ensuring that we build capacity by utilizing the strengths of those who work for and alongside us
• Scope learning needs to identify and then commission effective learning interventions.
• Coordinate staff recruitment, which includes preparing manpower requisition forms, tracking request completion via Wrike and liaising with HR, Recruitment and Training to thoroughly identify the right individual for the job.
• Coordinate with center plotting to accurately organize staffing, including shift patterns, seat allocations and the number of staff required to meet client standards.
• Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations by liaising with Campaign Managers, CMITs and department heads to gather information and resolve issues.
• Monitor random calls to improve quality, minimize errors and track operative performance; determine current obstacles that agents are experiencing, including customer feedback regarding voice and tone quality.
360training.comGlobal Learning & Development Manager
Mar. 2013 - Apr. 2014NCR - National Capital Region, Philippines• Directs the needs assessment for training and staff development to enhance the effectiveness of employee performance in achieving the goals and objectives of the company.
• Provides a broad range of consultative services to all levels of employees regarding policies and procedures.
• Facilitates communication among executive, top management and senior management. May guide managers and employees on problem solving, dispute resolution, regulatory compliance and litigation avoidance.
• Provides expertise in strategy development and execution, planning, and facilitation of employee relations efforts.
• Assists with planning, implementation, and on-going maintenance of Labor Relations, Employee Relations, Equal Employment Opportunity, Diversity, and Compensation Programs.
• Consults with management and employees on Equal Employment Opportunity issues and charges.
• Designs and develops HR training programs for management and employees. Develops and maintains instructional programs.
• Develops learning activities, audio-visual materials, instructor guides, and lesson plans.
• Reviews evaluations of training courses, objectives, and accomplishments.
• Makes assessments of effectiveness of training in terms of employee accomplishments and performance.
• Trains employees on Human Resources issues and practices. • Consults with management on performance, organizational, and leadership matters. • Conducts needs assessments to determine measures required to enhance employee job performance and overall company performance.
The Results CompaniesInstructional Design Manager -Training Design and Development
Sep. 2011 - Mar. 2013Eastwood City• Manage and oversee online course development design strategies; recommend, implement, and administer methods and procedures to enhance instructional design within development and redevelopment of online courses and inter-activities
• Design and develop SCORM compliant learning packets for different clients.
• Facilitate communication between the Instructional Design Specialists, Curriculum Development Team, the Instruction Team and Global Services Team regarding the design of innovative work for students within Results’ projects and products, as measured by an annual customer satisfaction survey
• Review course content during analysis, design, and development stages for sound pedagogical and instructional design practices as measured by the Development and Curriculum Checklists; recommend improvements and revisions to course content
• Design and deliver training and advanced support to Curriculum Development Team members for curriculum design, online instructional design strategies, and technologies for the development of course content and assessments
• Support the Curriculum Development Team by managing projects on-time, on-budget, and within scope, as measured through periodic project reports and bi-annual goal analysis; recommend the development of new projects with cross-team feedback
• Evaluate existing standard operating procedures in e-business and e-learning and deploy processes to mitigate weaknesses
• Research new and innovative instructional design, technology practices and leading edge delivery strategies to increase level of student engagement, adaptability, usability, and prescriptive learning in Results’ courses; review externally produced content and resources
• Conducts project scoping meetings for training programs and training projects with internal and external stakeholders.
• Manage build projects with the use of project management tools such as; Wrike, LeanKit Kanban, ActiveCollab and Sharepoint.
Korkiakoski and Romero Business Process Solutions, Co.Training and Talent Acquisition Manager
Sep. 2010 - Sep. 2011• Plan departmental/functional training budgets, forecast costs and delegate numbers as required by organizational planning and budgeting systems.
• Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed.
• Stay informed as to relevant skill and qualifications levels required by staff for effective performance, and circulates requirements and relevant information to the organization as appropriate.
• Develop recruitment strategy. This may include job posting optimization, recruiting marketing channel development, job board procurement, digital and non-digital employment marketing, comprehensive recruitment campaign planning, talent planning, etc.
• Produce organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.
• Design training courses and programs necessary to meet training needs, or manage this activity via external providers.
• Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.
• Organize training venues, logistics, transport, accommodation as required, to achieve efficient training attendance and delivery.
• Plan and deliver training courses personally where necessary to compliment that provided externally or internally by others.
• Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.
• Ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, employment and equality laws.
• Manage the recruitment process and life-cycle, including initial assessments, interviews, and offers.
• Provide recruitment counsel and guidance to hiring managers and HR professionals with hiring and employment data.
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