I am a dedicated training and development management expert passionate about developing talent and enhancing operational and customer service excellence. I have a proven track record specializing in training and quality management and customer service optimization. In the recent years, I've acquired skills in social media and marketing which have allowed me to develop valuable sub-skills that are also beneficial to my career path. This commitment to continuous learning and upskilling allows me to remain versatile in today's fast-evolving career landscape.
- Streamlined the company onboarding process.
- Streamlined the company recruitment process by applying some methodologies from Topgrading and training the management team.
- Planned, organized, and participated in the Customer Service RX Training Workshop in Pampanga.
- Developed a company-wide training program for employees at various levels, from entry-level to leadership positions.
- Implemented diverse learning programs tailored to the organization's needs, including creating a forum for birthday announcements, company updates, and bite-sized educational posters/information aimed at entertaining, educating, motivating, and fostering employee connection and engagement within the organization.
- Spearheaded the company-wide RX training project providing essential knowledge to employees at every level regarding prescriptions that are beneficial to the company’s goal.
- Led and mentored two tea-----------mbers, fostering their professional growth and
development into effective leaders managing their own teams. Provided guidance,
support, and constructive feedback to cultivate their skills and enhance team
performance.
- Pioneered 80% of the quality and training materials/resources within the operations such as SOPs, training modules, guides, job aids, etc.
-Led and developed new hire onboarding programs reducing training time by 50% while still maintaining quality of training
- Developed QA process that eliminates miscommunication regarding critical information and updates targeting KPI performance improvement.
-Developed the continuous quality framework development that meets the need of each departments in the company.
- Participated in a major change project in the organization about new systems to be used in the operations by delivering the training to all employees
- Created and implemented the quality frameworks across the Philippine operations to set standard and order in place
- Led the training and launching of the customer service function in a different site outside NCR with successful delivery
-Delivered a successful Procure-to-Pay (Accounts Payables system) training to all Secure Parking employees and executives who requires any type of purchase of goods and services
-Worked hand-in-hand with the Service Delivery Manager of Inugo, a partner digital parking management system company in addressing gray areas in using the system for car parks across AU and NZ and created training materials suited for the needs of the different functions in the organization
- Took part in project management targeting in improving and streamlining the ideal
customer journey and finding and resolving gaps in different processes within L&D by
brown paper process mapping
- Led and launched the use of SCORM (GO1) for interactive learning with the goal of
reducing manual face-to-face trainings
- Trained and launched OneSecure system as another interactive learning system to reduce manual tracking and communication of memos, sign offs, modules, KPIs and coaching data between support team and employees
