Metro Manila, National Capital Region, Philippines
Experienced Process Lead with a demonstrated history of working in the IT-BPM industry. Skilled in Training, Sourcing, Screening, Customer Service, Coaching, and Performance Management. Strong human resources professional with a Bachelor of Arts (B.A.) focused in Behavioral Sciences from University of Santo Tomas.
• Assists in the entire training lifecycle, from design and development to implementation, ensuring programs align with business needs and objectives • Collaborates with the Training Manager to conduct thorough training needs analyses (TNAs) to identify skill gaps, performance deficiencies, and areas for improvement across the BPO organization • Develops engaging and effective training materials, including presentations, manuals, e-learning modules, job aids, and assessments, ensuring content is accurate, up-to-date, and tailored to diverse learning styles • Manages training records, coordinates training sessions, handles logistics, and ensures training facilities and equipment are well-maintained to support efficient and effective training delivery • Delivers high-quality training sessions using a variety of instructional techniques, facilitating discussions, workshops, and hands-on activities to maximize trainee engagement and knowledge retention • Evaluates the effectiveness of training programs through assessments, feedback surveys, and performance data analysis, identifying areas for improvement and recommending adjustments to enhance results • Provides coaching and mentoring to junior and senior trainers, identifying individual needs, and offering guidance to enhance performance and support professional development • Coordinates with other departments to align training with business goals, ensures compliance with company policies and regulations, and assists in the selection and management of external training vendors. • Coordinates and performs administrative functions necessary to deliver and document training programs, supporting the Training Manager in various tasks
TRAINING SOLUTIONS • Identifies and assesses training needs through consultation with clients • Draws individualized training and development programs to address needs and expectations • Coordinates and performs administrative functions necessary to deliver and document training programs. • Gathers and reports training data including attendance, test scores, customer satisfaction, and customer feedback • Maintains a keen understanding of training trends, developments and best practices • Assists with internal training initiatives as needed HUMAN RESOURCE SOLUTIONS • Performs functions including sourcing, screening, interviewing and hiring for all support and leadership positions • Develops sourcing pools of diverse and qualified candidates to staff current and future open positions that align with the organization’s and client’s talent strategy • Effectively uses recruitment methods and social media platforms to attract active and passive talent • Implements best practices to increase the quality of hires while reducing recruitment turn-around time and expenditures
• Identified and assessed training needs across the organization, including new employee onboarding, skill development, and performance improvement • Designed and developed comprehensive training curricula, including online learning modules, interactive workshops, and in-person training sessions • Collaborated with stakeholders, including managers, supervisors, and other training personnel, to ensure training aligns with business objectives. • Coordinated and performed administrative functions necessary to deliver and document training programs • Gathered and reported training data including attendance, test scores, customer satisfaction, and customer feedback • Maintained a keen understanding of training trends, developments, and best practices • Mentored and guided junior training staff, providing support and constructive feedback
Lead – Process Training (April 2014 - February 2017) • Identified training needs and developed effective training programs for Operations • Researched, designed and developed training modules and job aids • Assessed, monitored, and evaluated student progress and created action plans for student success • Liaised with Operation heads to ensure accurate interpretation and implementation of new and updated procedures • Ensured that all appropriate documentation regarding performance and conduct of all direct reports were maintained appropriately • Assisted the Talent Acquisitions team in screening applicants Trainer – Foundation Training (March 2012 - April 2014) • Conducted new-hire Soft Skills and Communications skills training • Developed and implemented new training methodologies, procedures, and materials. • Liaised with Operation Heads to ensure accurate interpretation and implementation of new and updated procedures • Ensured that all appropriate documentation regarding performance and conduct of all direct reports were maintained appropriately • Assisted the Talent Acquisitions team in screening applicants
Section Chief (May 2011 - December 2011) • Ensured all recruitment activities are properly administered and monitored on a daily basis • Ensured that appropriate documentation, regulations, and controls of the POEA are strictly followed • Sourced for new applicants by conducting field recruitment activities • Received applications from walk-in candidates and e-mails • Maintained current pool of workers by sending e-mail, mail letters and text blasts • Initiated recruitment activities and advertisement print-outs such as newspapers, flyers, posters, tarpaulin, brochures, etc. • Posted job openings to different job portals and websites • Coordinated with the Public Employment Service Office (PESO) and Local Government Units (LGU) regarding job openings and recruitment activities • Participated in all ISO related activities and performed other tasks assigned by the Executive Committee Project Manager - Operations Division (December 2008 - May 2011) • Conducted Market Research on current trends and sent market proposal client • Exchanged communication with clients and responded to incoming communication • Mobilized recruitment and compliance team in relation to clients’ manpower needs • Sent status reports on applicants’ compliance and mobilization on a weekly basis • Updated all concerned personnel on any verbal or written communication provided by clients • Handled accounts and maintained good relationship with clients • Arranged hotel bookings, airport pick up, dine-out assistance, and local tours if necessary • Participated in all ISO related activities and performed other tasks assigned by the Executive Committee