Lead and direct the learning culture and vision. Ensures placement of a learning infrastructure to support the goals of the regional and site management teams. Partners and consults with associates engaged in all aspects of the Company to identify areas for improvement and to develop/deploy learning solutions where needed. Leads a team of 2 – 8 direct reports comprised of Sr Leadership Development Managers/Leadership Development Managers and Sr Learning Managers/Learning Managers and provides oversight to the proper execution of the Learning System within a multi-site region. Works closely with overall account leaders, quality teams and with clients to insure all training performance processes are executed flawlessly. Works as a key member of Global L&D to develop and improve learning standards, training metrics, training skill, global L&D consistency, and overall leadership skills of the Sitel learning team.

Analyze account operations, training procedures and company objectives to formulate short and long-term goals, programs and initiatives. Develop infrastructure tools and core curriculum where needed to achieve goals. Ensures that performance process management is consistent and effective at all applicable sites.Drive the vision and strategy to create a learning culture that elevates performance to higher levels of excellence. Create a standard of excellence and maintain a world class learning culture.Initiate/coordinate performance improvement activities and campaigns in support of management goals and objectives. Provide analytical and project management support to performance improvement teams.Support ongoing quality management initiatives, including the Operational Excellence system.Assess learning program effectiveness using evaluation tools, skill assessments and metric analysis. Conduct periodic audits that assess learning system effectiveness.Support senior management by hiring, training and mentoring Learning Managers and their Learning teams. Plan, coordinate and deliver curriculum to management personnel, including Coaches, Sponsors and support staff. Collaborate with senior management to ensure overall success of programs.

Monitors, develops and evaluates training staff. Coordinates and oversees the certification of field trainers in approved management training programs. Delivers leadership programs as necessary and provides individual coaching in adult learning theory and presentation. Monitors day-to-day development and assists in delivery of approved management training programs. Implements development opportunities for exempt professionals, managers and leadership. Develops and delivers programs that systematically identify and prepare leaders at all levels of the organization. Creates and maintains the process and guidelines by which training programs are monitored to ensure consistency and achievement of training and organizational objectives. Partners with business leaders across the organization to proactively identify learning needs associated with business goals or strategies. Establishes and monitors metrics to evaluate the impact of learning programs on business results, using both quantitative and qualitative measures. Budgets resources, travel and tools. Plans and tracks accordingly. Facilitates quality assessments and action plans.

Evaluator of the HRD program's impacts and effects on organizational efficiency.Management of the organizational learning system.Operational manager responsible for the planning, organizing, staffing, controlling, and coordinating of the HRD department.Strategist responsible for long-term planning and integrating of HRD into the organization.Marketing specialist responsible for the advancement of HRD within the organization through well defined and effective networks.LG Electronics Monterrey México S.A. de C.VProduction Subsidiary (Home Appliances)Refrigerators, Range & Washing Machine3,000 empoyees

Reduced delinquency rate from 2.02% to 1.45% on 61+ ESP portfolios in a month.Increased the number of promises (Phone Pays) from 119 by 37 agents to 297 by 34 agents.Developed a dialer strategy based on time zones to increase daily calls made from 4545 to 7824 on a daily basis.Increased the number of extensions offered as a collection tool from 32 to 68 daily looking into curing accounts short and long term by having customer commitment.

Developed a formal Training and Quality Department as my position was created, having two Trainers and two Quality Coaches as team members to service a staff of 400 employees.Developed a certification and graduation quality program for quality call assurance compliance, having 40% of staff certified and graduated in the first month.Created monthly quality initiatives for Operations such as : Tip of the week, Ask Cesar, Quality Call Flow and Quality Refreshers ( Quick Tips )Responsible of the development of the Competency Program for Agents to show a career path in their own position as a tool for Operations to reduce attrition. ( Sr. Mr. Jr. Program )

 Pioneered as for both Collections and Customer Service training for Mexico site , trained more than 320 agents having 7% attrition during training in two years. Successful accomplishment of Spanish CS Pilot and ENG first and second Pilot, resulting in full ownership of Convergys Tucson and Arnold MI call routing.  Run CS calibration sessions with US HQ, improving results from a 40% deviation to award 10 awarded calls in the last semester. Developed a 5-day Leader Training program and materials to be facilitated to all Leadership staff of 22 Team Leaders. Responsible for the logistics of the annual outdoor team building training for 250 employees. Representer from Mexico to participate in the development of a training program for US Team Leaders together with KC, Dallas, Philly and Troy, creating a formal carrer path plan and its materials