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Work Background
MicroSourcingSenior Learning and Organization Development Manager
Apr. 2022 - Apr. 2025PhilippinesDeveloped L&D strategies directly tied to current and future business needs and strategically alloacated financial resources to build critical organizational capabilities. Translated business strategies into people implications and recommending future-ready people strategies and policies that balances business and employee interests, including trend analysis and market sensing. Helped senior leaders define problems and identify root causes of people-related challenges. Facilitated the creation of new MicroSourcing and Beepo mission, purpose, and values. Established strong relationships with senior leaders to understand their needs and providing them with recommendations to navigate learning, talent development, and organization development matters effectively. Initiated the alignment of the Philippine Skills Framework to MicroSourcing and Beepo's core functions. Established long-term L&OD objectives that directly support the overall organizational strategy and leading the team to translate these into clear annual performance goals at all levels. Helped senior leaders define organizational goals and objectives and consulted on the departmental level goals and objectives. Worked with senior leaders in designing the Client Experience (Operations) organizational structure and create the functional competencies for all levels of the group. Partnered with the project management, web development, and business transformation teams in documenting core processes, developing knowledge base, and training employees for MicroSourcing and Beepo's ERP (enterprise resource planning) project.
MicroSourcingLearning and Development Manager
Jul. 2015 - Apr. 2022Mall of Asia Complex, Pasay City, PhilippinesIdentified organizational learning and development needs to inform strategic training initiatives. Designed and developed over 40 impactful training modules covering areas such as communication, interpersonal skills, process improvement, onboarding, customer service, leadership development, and data analytics. Effectively facilitated and evaluated in-house training programs, ensuring knowledge transfer and skill enhancement. Provided expert consultation to managers and staff, resolving leadership and training-related challenges. Spearheaded the implementation of the annual employee engagement survey, facilitating focus groups and action planning to drive organizational improvement. Contributed to the development and executiion of talent management initiatives, including talent reviews and individual development plan creation.
APAC Customer Services (EGS, now Alorica)Training and Quality Manager
Sep. 2010 - Mar. 2015Cubao, Quezon CityManaged training and quality initiatives to enhance account performance. Collaborated with operations to develop training and quality programs focused on performance improvement. Oversaw the delivery of new hire and ongoing training, communicating results to operations and the client. Assessed the entire training lifecycle, developing a comprehensive plan encompassing recruitment, training, nesting, and endorsement. Partnered effectively with the client business partner to ensure successful delivery of process training programs. Developed and led an internal leadership intern program, building a pipeline of successful people managers. Directed all quality assurance activities, including process improvement, implementation, and performance trend analysis and reporting. Recommended data-driven strategies to improve key performance indicators. Developed individualized development plans for training and quality team members.erformance trends
SitelLearning Manager
Apr. 2008 - Aug. 2010Eastwood, Quezon City, PhilippinesManaged a team of four direct reports while supporting the training needs of two distinct business lines within the account. Collaborated closely with operations and the client to determine and address specific training requirements. Proactively identified training gaps and developed targeted solutions to enhance both customer satisfaction and sales performance metrics. Created and developed comprehensive process and refresher training materials to ensure consistent knowledge and skill application. Mentored and certified new trainers, ensuring the quality and effectiveness of the training delivery team.
SitelLearning Specialist
Jun. 2006 - Mar. 2008Eastwood, Quezon City, PhilippinesFacilitated process and continuous improvement training sessions for staff members. Provided support to the learning manager in the coordination of various training initiatives for the account. Evaluated and coached customer service representatives, focusing on enhancing customer satisfaction, quality standards, and sales performance. Collaborated with the client training business manager on the expansion and enhancement of the account's process training modules. Contributed to a culture of continuous learning and performance improvement within the account.
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