Warren Anastacio Email & Phone Number

Makati, National Capital Region, Philippines

Makati, National Capital Region, Philippines

Specialized Technical and Soft-Skills Training Development for High Technical-Leveraged Software Development Roles for Future-Proofing, Constantly-Evolving Business Online Banking SolutionsDesign, Implement and Evaluate technical and division strategies for corporate training of middle-managers and technical business unit heads for software development including business management, project management, leadership trainingConduct training as subject-matter expert on HR and Administrative roles for organization development, employee relations, compensation & benefit, total rewards and employee engagement through company sponsored events, training and team-building, hygiene/health and onboarding programs Creation of functional training roadmaps for competency-based roles for developer and non-developer/support groups (e.g. finance/banking, product training, competency and IT Security compliance training as required by government and institutional agencies

Quezon City, National Capital Region, Philippines

Fulfillment of 63 Direct-Hire Advertising Professionals for Niche-Brand. Below-Line Advertising Agency and Manpower Training of 600+ manpower for advertising, marketing & promotions campaign for local and international brandsAchievements:* Participation in Silver & Bronze ICE Innovation, Creativity & Effectiveness for Advertising in FY2020 under Project Delivery and Service Excellence* Application, Registration and Compliance Reporting for Data Privacy Requirement for Activations Advertising Inc. for Risk Assurance from corporate clients under the NPC* Corporate Governance and Compliance Training for TRAIN & Design Manila for FY2020

Pasig, National Capital Region, Philippines

Corporate Training for Direct and Manpower Services (700+ and 1000+respectively)Employee Engagement and Talent Development (OD)HR Shared Services - Administrative, Labor Relations, Recruitment & Talent Acquisition, Comp&Ben together with Total Rewards ProgramCreation of Tom's World LMS Learning Management System for VISMIN StoresEXCEL Program for Assistant Branch Managers Operations ExcellenceTeambuilding and Corporate Events (Internal & External)Development & Implementation of Learning Curriculum for Store Operations and Home OfficeCompliance and Regulatory Accreditation (e.g. BOSH, Fire & Safety, Data Privacy, Accounting-AML & KYC, TRAIN Training, Other External Sourcing for Leadership Training )

Ncr - National Capital Region, Philippines

Rockwell Tower 1, Ortigas Ave., Pasig, Metro Manila

Oversee project management planning and implementation of CSAT and Resolution Rate for Alibaba and AiiExpress from current-to-goal (CSAT Rate 88% and Reso Rate 65%)Coordinate team leaders, training supervisors, SMEs and QA Analyst in providing support and learning intervention for improved CRM DeliveryReport project results and activities to Service Delivery Manager both local and in China

Greater Los Angeles Area

Creation of eLearning coursework for WFM under NICE Systems for preferred BPO clientComplete SDLC Management using Adobe Captivate 9 and Microsoft Articulate Storyline 2Project Development Individual Contributor Role in complete E2E Business Solutions platform

10F Picadilly Star, B19 L3, 4Th Ave Cor. 27Th St., Bonifacio Global Center

Call Center Support for Operations - TNA & Business Improvement Analyst for New Hire and Intervention Training ProgramProduct Training and Instructional Systems Design and Implementation for Docomo interTouch Shared Services for Global Remote Support Team (Freedom Products & Services)

4F Up Ayala Technohub, Commonwealth Ave., Diliman, Quezon City

Implement Training Goals for Customer Lifecycle Managed-services for Citibank Australia and its business partnersWork Description:Manage and oversee training ramp and scheduling for card services namely Activation, Portfolio & Acquisition and Universalist training;Facilitate and create training modules for account-specific needs;Conduct Training-Needs Analysis together with Instructional Systems Design; Design and implement training programs and innovation;Establish training pool and create learning database management especially for compliance-training

2F 1800 Eastwood Ave., Eastwood City Cyberpark, 188 E. Rodriguez Jr. Ave Qc.

SPECIFIC ACCOMPLISHMENTS - RESULTS & COMPLETIONEPP ATG Outbound Account Reactivation Program – June to August 2009 (team manager-role) Generated 1237 accounts for reactivation program by training, supervising and reporting for twelve (12) outbound reps resulting to 20.94% Success Rate (locating Program Coordinator) generating Demand Revenue of $579,708.98| Proposed new strategy for Outbound Research and Call Team assignment to fulfill goal of generating 1000 successful leads in the first month resulting in 958 Success Rate by contacting 4705 contacts with 20.36% successIncreased CMU and Close Rate for Dell EPP Sales To-Goal 1st & 2nd Quarter 2009 Successfully raised the Overall Cumulative Margin Per Unit Sold by 33.69% (from $USD 63 to $USD 95) and Close Rate by 46.16% (from 18% to 39% overall sales closed) for EPP Sales Main & Specialized Queues between Apr-Jun 2009. Work Description:• Conduct periodic TNA Training Needs Analysis for LOB supported or complete-as-needed projects (i.e. Knowledge or Skills gap)• Curriculum Development of Training Material for New Hire, Vitality, Conversion and Transition Queue for Dell International Services, Inc.• Complete all inter-departmental projects such as Health & Wellness Drive, AHT Ave Handle Time Reduction Plan and more• Provide time-based coaching for team assigned with agreed plan-of-action both individual and per team• Actively report team scorecards (wins/challenges) weekly on business reviews both onsite and cross-site (RR, Nashville, OSPs etc) with business managers and process directors on-call• Mentor other training analyst for Lead Trainer and co-Facilitator roles – briefing/de-briefing; track performance assessment and evaluation; lead team calibration; track inventory and periodic reporting and more.• Conduct Trainer Instruction & Observation evaluation for other B3/B2/B1 Training Analysts for consistency and exceed trainer evaluations with 95% rating.

National Capital Region, Philippines

ACCOMPLISHMENTS - RESULTS & COMPLETIONStabilized Customer Satisfaction Scores (CSAT) and improved First-Call-Resolution (FCR) for Gateway - proposed and successfully implemented the Performance Improvement Plan for Gateway Voice by seeking buy-in and cooperation of Gateway Account and Team Managers resulting in Overall CSAT Scores topping at 92.33% in December 2006 (Goal 85%) Increased Auditing Efficiency and Accuracy by Hiring Three Quality Assurance Specialists -successfully convinced Gateway Account & Team Managers together with Alorica owners to add three new Quality Assurance Specialists to help achieve agreed service levels of four (4) quality audits per agent, per week and increase audit efficiency and accuracy as demanded by Gateway clients in stabilizing CSAT and FCR Scores for FY2006Work Description• Report directly to the Account Manager (Alorica Phils. Inc. and Gateway Inc.) and the QAT Manager while training, supervising and mentoring five (5) Quality Assurance Specialist (QAS) for the Gateway Voice Tech Support• Achieve Overall Site’s Key Performance Indicators (KPIs) namely - Customer Satisfaction, Overall Resolutions & First Call Resolution - by recommending weekly Plan-Of-Action based on internal (QA audits) and external (Customer Satisfaction Surveys) statistical data relevant to achieving high standards of excellence on site performance.• Specify, recommend & administer actual-training for agents with deviations from current Top Call Drivers & create training materials• Assess agent knowledge-learning and retention by conducting IDM (Intranet Development Modules) assessments linked to Gateway Inc.US as well as develop own training modules• Manage career development and mentoring of five (5) Quality Assurance Specialists/Auditors (each assigned with three teams of fifteen to twenty agents) specific to the voice campaigns. • Assess, analyze and report weekly and monthly trending based on–customer surveys & audits

Makati, National Capital Region, Philippines

• Interact with American Express Brokerage customers and/or financial advisors regarding their financial account information including AMEX Premier SPS Brokerage Accounts. • Provide level-two assistance as duly appointed officer-of-the-day for new hires to effectively use tools and maintain agent call handling to a minimum. Also participated in QA Specialist Training for volunteer program using NICE systems for remote barging and call monitoring. • Monitor team members by conducting call barges and give feedback to team leaders for coaching and training.• Participate in ongoing-continuing education programs for customer service applications, Bloomberg University in-training, Lotus Notes updates, AMEX Financial updates, Accent-Neutralization, latest training updates and other materials relevant for the account. • Fulfill account maintenance particulars such as send/transfer cash/check or certificates to same ownership accounts or to payee designated by the account holder or advisor.• Conduct systematic/regular or one-time bank authorization, systematic payouts, check-to-client, check-to-payee (authorized) designated by AMEX customer and/or financial advisor.• Assist AMEX customers and/or financial advisors with tax preparation (IRA, Roth, SEP, SEP IRA etc) during tax season.• Enter general security orders via AMEX representative, online or stock brokerage.• Explain financial-related inquiries and general information related to their AMEX account

Makati, National Capital Region, Philippines

• Conduct face-to-face sales presentation of assigned projects and properties in Makati business-district and Fort Bonifacio namely Megaworld-Forbeswoods, Megaworld-Radissons and other sites. • Conduct sales interaction and consultation for different sales prospects. • Follow -up sales calls, sales leads through telephone, visits, email and personal referrals. • Present mock units to prospective buyers within the corporate site. • Manage professional sales portfolio to top and middle management clientele. • Maintain sales prospecting and management of condominium homeowners and client-based networks.

Quezon City, National Capital Region, Philippines

• Full-time staff member for Faith Fellowship evangelical-protestant church serving 1500 persons. Recruit, train, equip and mentor lay people within church denomination with various different professional backgrounds (i.e. doctors, lawyers, business-owners, young professionals etc). • Conduct teaching, training and leadership courses for lay leaders. • Oversee lay leaders (35 persons) for the children’s ministry. • Visit and instruct people how to facilitate small group ministry and monitor their progress to the church staff led by the senior pastor, associate pastors, the church-board members (elected Board Of Elders) – OMS Oriental Missionaries Society is based in Greenwood, Indiana* Co-author Faith Fellowship Newsletter for Prayer and Fasting Prayer List and Calendar for local and satellite churches within the community

Bachelor In Theology, Christian Education Studies, Top 10%

Activities and Societies: Full-time Christian Ministries Bible Study Leading Groups Christian Worship and Facilitation Christian Education.

Bachelor In Computer Data Processing Management, Computer Science And Information Technology, Top 25%

Activities and Societies: University Registration Committee-President between 1990 to 1993; CCMIT College Alumni Committee Secretary.

Secondary, High School, Top 30%

Activities and Societies: CCOC and Officer for ACP Model Flight Unit for the Aerospace Cadets of the Phils. for LPC Batch 1988Precision.