- Learning Management System (LMS) POC- Work hand in hand with onshore Training Manager to make sure updates are delivered to its audience- I create learning modules and assessment courses as well as upload these to the LMS.- Handles reporting, tracking completion, maintaining, updating and creating new users to access the LMS- Change Management (CM) POC- Works closely with our onshore training Manager to ensure changes/updates are rolled out to all the required resources on schedule.- Facilitate training's for new and existing agents on both Communication and Products.- Create modules, e-cards, huddle packs for the program to be used in training and updating.- Mentor and coach new agents during Training, Transition and first 30 days of Production. This also includes Quality evaluation, floor walking and taking supervisor calls.- Facilitate training updates for production agents.- Sending of daily reports of class/individual performance and modules covered during training.- Propose updates/changes to clients if current modules are outdated.- Do Deep Dive Analysis (DDA) to help identify what the agent’s challenges are when taking calls, what are the reasons for low Survey/CSAT/NPS/QA scores.- Propose and create an Upskilling Training Module base on the DDA done to help Agents/Production with their challenged metrics. - Handled 3 Pioneering projects/accounts here in Cebu as well as abroad.

- I'm a Universal Trainer tasked with handling newly hired agents in both Communication and Product Specific Training.- Coaching and Mentoring new agents during Training, Transition and first 30 days of Production. This includes floor walking and taking supervisor calls.- Monitoring the performance of my trainees during Transition and first 30 days of Production. This includes listening to calls, conducting DCDF and generating their daily/weekly/monthly performance. - Creating, preparing and updating modules and materials essential for training.- Sending of daily reports of class/individual performance and modules covered during training.- Handle training updates for tenured agents. (Clients Request) - Mentor and Onboard New trainers with their task. - Oversee 2-3 new Trainer’s. Doing a weekly touch base to check on their performance, if there are concerns or issues with their current classes and monitor their attendance.- Project handled was Comcast. Which is a Phone, Internet and Cable provider in the United States.- Handled Multiple Line of Businesses for the project 1. Sales 2. Billing 3. Customer Service 4. Technical Support

- Conduct initial interviews and phone interviews- giving online and written exams- giving training invitations- managing the names and phone numbers of the applicants for phone screening- sending of daily reports- preparing training rosters- presenting their job offers