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Work Background
ConcentrixAssociate Director, Training and Quality
Nov. 2024PhilippinesKey Responsibilities Clinical Training Leadership:
Spearhead the development of the USRN and PHRN Conversion Programs, equipping Registered Nurses with the necessary skills to excel in CPO operations.
Design and implement a Clinical Coding Program to support healthcare payer and provider services, ensuring compliance with industry standards. Compliance & Accreditation:
Lead efforts to obtain and maintain URAC accreditation, a key milestone in strengthening our credibility with healthcare clients.
Ensure that all programs and processes comply with key clinical and operational standards, including CMS (Centers for Medicare & Medicaid Services), IRR (Internal Review Requirements), InterQual, and other regulatory frameworks.
Establish a culture of continuous improvement by implementing comprehensive quality assurance protocols that align with regulatory and client expectations. Quality and Performance Excellence:
Develop and manage a Quality Management System (QMS) tailored to the needs of clinical operations, ensuring adherence to performance, documentation, and clinical decision-making standards.
Utilize metrics and data to drive continuous improvements in training effectiveness and process compliance. Strategic Collaboration:
Partner with senior leadership, Operations, and Compliance teams to ensure the seamless integration of training and quality initiatives with broader business strategies.
Serve as a key advisor on clinical compliance matters, assisting clients and internal stakeholders in navigating the complex regulatory landscape of healthcare services.
GenpactAVP - Training and Quality
Jun. 2023 - Oct. 2024
PwC Acceleration Center ManilaTalent Development Leader II - Emotional Intelligence
May. 2020 - Apr. 2023PhilippinesPerforms a training needs analysis to determine the training requirements of our employees and recommends training topics to address the results of the analysis Gathers and analyzes the data received from Human Capital and Performance Management Team and determines which points can be addressed by training Researches and designs the content of training and recommends activities that support the objectives of a training Connects with various vendors to be able to find suitable training that will address the needs of our employees Prepares the required documents and procures the approvals for training or projects that would incur costs Conducts training either as the Lead Instructor or Co-Instructor Collaborates with Matrix Managers and Immediate Managers on the holistic development of each and every employee Collaborates with the Mental Wellness Program Leader and Mental Wellness Advocates Leader for a structured design and execution of our wellness initiatives Measures and assesses the effectiveness of the training content and execution and recommends steps to address weak points Identifies possible future training content that will support the Firm’s evolving strategies Ensures accurate and timely submission of monthly reports Ensures completion of training records in Workday Learning Maintains and supplies training data to the stakeholder dashboard (Power BI) Manages and leads a team of 2 direct reports Liaises on behalf of the Talent Development Leader to the Leadership Team, other Acceleration Centers, training vendors and relevant key stakeholders in her absence
TDCXSenior Training And Quality Manager
Jan. 2019 - Apr. 2020Pasig, National Capital Region, PhilippinesI oversee the training and quality needs of a premium airline. This includes continuous training needs analysis, project management, steady churn of business insights, collaboration and recommendation. I lead a steady pack that includes two training officers and three quality officers. Talented and high functioning individuals who are masters at their own rite. Poised growth offers more potential leaders in the future, that is why I am also tasked to ensure their development is continuous. Channels: Voice, Email, Internal Hotline, Chat, and Workgroups (Refunds, Retro, Fulfillment, etc).
IGT SolutionsTraining And Quality Manager
Aug. 2016 - Dec. 2018Mckinley Hills, BGC, Taguig, PhilippinesI lead a team of Trainers and QA's managing the Training and Quality, respectively, aspect of an american legacy carrier (airline) and their digital customer touchpoints - Social Media, Messaging and Web Chat. I drive individual productivity and instill value add skills to my team to produce customer insights and instructional material, curriculum and design. I have been accustomed to high level insights, continuous needs analysis and project management. I am currently spearheading the account's first organizational development courses primarily focusing on input metrics such as coaching, root cause analysis, empathy and leadership skills. My digital expertise is instrumental in the expansion of the Digital Channels within the business -building and growing a digital workforcd in India and the Philippines. Product: Airline Channels: Chat, Messaging, In App Messaging, IVR Deflect and Social Media
StellarAssistant Manager, Learning & Culture Development
Aug. 2014 - Jul. 2016Eastwood City, Libis, Quezon City, Metro ManilaI manage seven trainers for two accounts, primarily overseeing account speciifc training needs an spearheading continuous process improvement projects from a learning perspective, both synchronizes the drive to preserve the company's revenue, customer satisfaction, and efficiency. I influence my trainers to be at their best and ensure we deliver an optimal result as a Training team. During my tenure, I have helbed stabilize the learning needs of a Major Account, helping bring in 8 SOW's in the span of 1.5years. Product: Airline and Online Travel Agency
Channels: Chat, Messaging, Emails + CRM, Back of House Functions, Voice
StellarProduct Trainer
Jan. 2014 - Aug. 2014Eastwood City, Libis, Quezon City, Metro ManilaDesignated as a Product Trainer for an Airline Account based in Australia. Helps induct new hires and helps them succeed in the first 30-60 days from Training Day 1. Aside from induction training, I also roll out policy and process updates. I also help my manager with Training insights to support their initiatives. Product: Airlines and Loyalty Programs
Channels: Chat, Voice, Back of House Functions
StellarSubject Matter Expert
Feb. 2013 - Jan. 2014Eastwood City, Libis, Quezon City, Metro ManilaReports directly to the Team Leader and assists and helps out consultants on their process and policy concerns. Takes escalations when needed and supports/helps out on other operational processes such as coaching and team meetings. Product: Airline
Channel: Chat and Voice
StellarLive Chat Agent
Nov. 2012 - Feb. 2013Eastwood City, Libis, Quezon City, Metro ManilaAssists customers with their pre-travel concerns and educate them on how to use the product's website. Handles up to three concurrent chats at a maximum. Product: Airline
Channel: Chat
StellarCommunication Assistant
Nov. 2011 - Nov. 2012Eastwood City, LibisAssists deaf and hard of hearing customers relay their messages to the voice party of their choice and relays the response back to them real time. Product: Government Aid for the Deaf and Hard of Hearing Community
Channel: Voice and Messaging Platform
Concentrix
Genpact
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