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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Mobile: PHONE NUMBER AVAILABLE EMAIL AVAILABLE Skype: SKYPE ID AVAILABLE Innovative Learning & Development Professional with 20 years of success implementing strategic improvements for workforce development in various organizations. Strong understanding of HR-Training Functions, with the ability to evaluate processes and recommend cost-effective solutions to increase productivity.CORE COMPETENCIES20 YEARS in Training Management Bachelors Degree IT/Hotel Management Sales & Customer Service Organizational Devt Succession Planning Six Sigma HR & Business Analysis DevOps PROFESSIONAL EXPERIENCEQuality Inn Convention Center Hotel Med Park (Sacramento, CA) Hotel Front Desk Associate (10/2022 present)Receives and greets customers immediately at the front desk with a friendly and sincere welcomeConfirms phone and online reservationsRegisters and assigns rooms to guestsResponds to guest needs, requests, and complaintsManages collection of payments from departing guestsManages documentation of all record of occupied rooms and guests via the Choice Advantage site Capital Network Solutions IT Project Coordinator (05/2023 09/2023)Managed projects which focused on IT planning and supportCoordinated with vendors and Site Managers in setting up light-up activities for new sites: developing cabling/electrical layouts, planning internet circuits/WiFi, allocating network equipment, printers and phone systemsCoordinated IT Troubleshooting, printer setups, phone systems, hosted applications, routers and switchesCoordinated with Property Managers and handled lease agreements to facilitate new site assessments for network set-upsManaged troubleshooting issues related to Internet connectivity, hardware and software, operating systems & data security management Mann Lake LTD. IT Technician Lead (05/2022 05/2023) Managed the installation and maintenance of technical systems Coordinated with local vendors and contractors for site compliance, server maintenance, and troubleshooting of IT infrastructure devices Managed troubleshooting issues related to Internet connectivity, hardware and software, operating systems & data security management Managed logistics and product sales via Netsuite and Shiphawk applications Managed processing of customer orders and inquiries to ensure customer satisfaction and retention Advanced Call Center Technologies, LLC IT Technician Lead (Supervisor) (07/2020 05/2022) Managed local IT Technician Team of 5 Tier-2 Technicians for ACTs Carmichael site Set up and managed the Call Center IT infrastructure for Bank of Americas Prepaid EDD Account expansion Coordinated with local vendors and contractors for Site Compliance, Server Maintenance, and troubleshooting of IT infrastructure devices Troubleshot IT related issues at the desktop level and assisted other IT teams as directed Provided PC desktop hardware, software, application and local network connectivity support Documented all internal site hardware/software/licensing at the desktop level Managed the UPS Shipping logistics of IT equipment to be sent out to 200 Work-from-Home Managers/Agents Provided Tier 2/Helpdesk Support and Conducted virtual Tech Set-up training sessions t0 all WFH Employees II First Position Held: Customer Service Representative (3/2020 - 07/2020) o Handled inbound calls and managed IT concerns and funds transfers for Bank of Americas Prepaid EDD consumers o Provided active listening and helpful resolutions to BOA consumers long term concerns EdgeCore Business Solutions Senior Training Manager (06/2018 02/2020) Headed the Training Department and led a team of 2 Supervisors and 3 Trainers Rolled-out Leadership/Technical Training programs to 250 agents working for various Lines of Businesses Conceptualized the Learning Academy, and implemented a Succession Planning program for Management/Entry Level staff Facilitated HR Corporate Strategy sessions and re-aligned performance scorecards for employees Assisted HR in the Onboarding process by interviewing New Hire applicants, and conducting New Hire Orientation Implemented & reinforced HR Policies & Procedures via Virtual & Face-to-Face huddles, Memos and Business Correspondences Incenter Solutions LLC, (BPO for Mortgage Financing) Training Manager (09/2017 05/2018)Headed the Training Department with 7 Training Specialists and equipped them with Foundations/Train-the-Trainer skillsRolled-out Leadership/Technical Training programs to 150 agents working for Bank of Americas Lines of BusinessesCoordinated with HR and implemented a Succession Planning Program to the whole OrganizationConceptualized and implemented an Employee Development program to foster Career Advancement & a Learning OrganizationEvaluated performance via Six Sigma (SIPOC, Pareto, DPMO Analysis) and made recommendations to meet the Service Level Candidate's Name (EMAIL AVAILABLE) Page 2Teleperformance Call Center - Case Management & Financial Specialist (02/2015 01/2017) Provided online banking & financial consultation services for USAA, the Financial Sector of the US Military & Armed Forces Assisted Operations by recommending best practices for agents to better interface with customers Assisted members real-time with daily concerns regarding their Deposit Transactions for better financial management Managed products of USAA members such as Certificate of Deposits, IRAs, Homeowners & Auto Insurance, Consumer Loans Assisted Gold members and facilitated transfer of funds within banking institutions Optum Call Center (Catamaran) - Pharmacy Benefits Specialist (06/2014 02/2015)Managed coordination between participating pharmacies and prescription administrators to better serve customersAssisted Operations in accommodating formulary-status concerns for Commercial Sales and Customer Service.Assisted customers in Care/Disease Management with benefit questions and prior authorization requirementsMonitored and reviewed drug utilizations aligned with co-pay structuresManaged online services to better accommodate customers on pharmacy benefits LCC Retail Group - OD and Training Consultant (06/2010 03/2014)Headed the Training Department with 5 Training Specialists and equipped them with Foundations/Train-the-Trainer skillsRolled-out Leadership/Technical Training programs to all 3000 employees from all 45 LCC branches in the regionAssisted the Organizational Devt team with training schedules for proper roll-out of Corporate Training to all employeesStreamlined processes, created and facilitated Learning Modules for all Management/Entry Level Staff of key Strategic Business UnitsConducted Succession Planning and Management Devt Programs for all LCCs 3,000 employees Concentrix Call Center - Sales Training Manager (06/29/2009 05/2010)Headed the Training team of 5 Sales Trainers and mentored them with Foundations/Train-the-Trainers skillsRolled-out Leadership/Technical Training programs to all 350 agents from all 3 branches of ConcentrixSolidified a Foundations/Sales Program and delegated Trainers to roll out the program to all sales agentsIncreased sales conversion rates from 22% to 68% based on effective implementation of recommended Training programsAssisted the Organizational Devt team and facilitated modules on Power Habits and Conflict ManagementPiloted and Facilitated a Leadership Module called, Coaching for Sales for Supervisors IBM Call Center - Training Manager (06/2005-02/2008)Managed a team of 10 Product Support Trainers and equipped them with proper Foundations/Train-the-Trainer skillsOrganized logistics of Training classes, and transitioned agents to Nesting and Production with the coordination of OperationsRolled-out Leadership/Technical Training programs to all 1300 agents from all assigned IBM accounts (Thomson Electronics 01/2006; Home Depot 01/2007; Sprint-Nextel 04/2007)Managed Scorecards of Trainers and provided Coaching & FeedbackCompleted Six Sigma certification, and got certified to conduct Program-Specific Training and transition programs for the Call CenterManaged Training programs for IBMs School of Excellence division (Coaching and Feedback, Business Presentation Skills)Calibrated team metrics and best practices with Clients, and increased SLA conversion in agent performance (73% - 87%) EDUCATIONMasters in Business Administration, Regis ProgramEarned 36 units at Ateneo De Manila University, Manila-Philippines, April, 2003 - present AB in Humanities with a Specialization in Communication Arts Graduated at University of Asia and the Pacific, Manila-Philippines, 1989-1993 High School DiplomaGraduated at Colegio San Agustin, Manila-Philippines, 1986-1989 CERTIFICATION COURSESData Science Masters ProgramEdureka, California, USA, July 31, 2021 presentDevOps Post Graduate ProgramCaltech University, California, USA, May 01, 2023 - present IT TOOLS - SOFTWARE & HARDWARE MANAGED: Active Directory, DUO, Director, Sharepoint, Footprints, Powershell, Avaya One-X, Avaya 1608s, VNC/Remote Desktop, IPV4 Bootstrap-Imaging System, VISA (PAS), Cisco, Fortinet Client, Citrix, Encore Analytics, Alcatel POE Switches, HP G2 Minis, Dell Mini Optiplexs, Lenovo Ideapad, UPS World Ship App, NCentral, ConnectWise, Meraki MX Series Switches, Cradlepoint Access Points, APC Units LMS Systems/Platforms/Tools & IDEs Oracle Netsuite, Shiphawk, Avaya Spaces, Microsoft Teams, Zoom, Webex, Sharepoint, Quizziz, MS Office Suite, SIPOC, Tableau, Jupyter, RStudio, Visual Studio, Pycharm, AWS, Jenkins, Docker AWARDS AND RECOGNITIONCertification of Recognition (Thomson), For outstanding contribution and support to Training, IBM, Nov. 2006Certificate of Recognition (MCI),For outstanding contribution and support to Training, Client Logic, 2005Certification of Recognition, Intermediate Six Sigma Course, IBM, 2006Certification of Achievement, PGP DevOps Certification Training, Caltech University (Simplilearn), July 19, 2023 ELIGIBILITY Born in Manila, Philippines, on August 30, 1971, speaks fluent English & Filipino, workaholic, bookworm, A Stephen R. Covey disciple, music-lover, non-smoker, US Citizen, AVAILABLE FOR TRAVEL, school certificates available upon request. |
