Thereza Marie Elca Email and Phone Number

• Facilitate New Hire Orientation for the APAC new hire employees• Curate and facilitate soft skills and leadership trainings• Perform learning needs assessment and training needs analyses to identify and implement the appropriate learning interventions and projects to improve employee retention and job performance• Partners with subject matter experts in terms of onboarding / curriculum development, training effectiveness analyses and onboarding reports• Responsible in reporting training status to leadership• Learning Admin

• Directly supervises a team of trainers and quality specialists supporting a US bank• Develops and delivers leadership courses such as leadership onboarding, coaching, root cause analysis, process improvement, among others• Performs training needs analyses to identify and implement the appropriate learning and quality interventions and projects to improve employee job performance• Partners with clients in terms of curriculum development, training effectiveness analyses and reports, and reimagining processes among others

• Certified Master Trainer for one of the largest banks in the United States• Provided support for two Philippine sites and handles training for multiple LOBs such as Retail Banking, CS Chat, New Accounts, and Disputes• Facilitated end-to-end new hire training programs namely Foundations and Language, Soft Skills, Culture, Product Specifics, and OJT/Nesting • Conducted learning sessions for BAU associates that includes call listening posts, refreshers, process knowledge tests, product updates etc.• Was awarded Genpact Philippines’ Trainer of the Year for 2 consecutive years (2017 & 2018)• Mapped out New Hire Engagement Activities which significantly improved NH attrition• Spearheaded the Knowledge Transfer during account transitions which garnered the highest rating from clients

TEAM LEADER • TELEPERFORMANCE • MAY 2013 – JUNE 2015Provided leadership support for an American background screening company Directly managed a team of associates providing customer service assistance in various channels ie. calls (inbound/outbound), email, and chatResponsible for giving directions, instructions, and guidance to the group to achieve KPIs through mentoring, coaching & feedback, huddles, call monitoring and evaluation etc. CUSTOMER SERVICE REPRESENTATIVE • TELEPERORMANCE • JAN 2012 – MAY 2013Provided exceptional customer service experience to clients of an American background screening companyWas consistently awarded as Top Agent for exceeding expectations in several performance metrics

Provided remarkable client experience to customers of one of the biggest mobile operators in the United StatesWas consistently awarded as Top Agent for exceeding performance in various customer-gauging metrics ie. NPS, CSAT, FCR