Abigail Bustillos
Global Training Manager
Taytay,Rizal
Summary
Accomplished Global Training Manager well-versed in selecting trainers, curriculum, and course plans to achieve demanding training objectives. Effective at managing multiple sites and leading courses on diverse topics. Prepared to offer 9 years of progressive training experience and take on challenging new role.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Global Training Manager
ResultsCX
Pasig City
Sep.2020 - Current
- Owns training support for one of the company's big 4 clients located within the US and PHI regions
- Supports the development and certification of 100+ training staff by leading client- and corporate-required training sessions and conducting regular coaching/feedback sessions
- Ensures successful execution of company's corporate standard programs including New Hire Orientation and Grad School at all assigned sites/programs
- Improves retention during training and helps manage performance during the first 90 days post training
- Works collaboratively with Account Executives and Client Managers to analyze data and develop training solutions and projects identified through evaluation, observation, or other data gathering process
- Designs training framework and engages with necessary functional areas for project approval prior to allocation of resources for development
- Visits assigned sites on a regular basis for live training observations, inspection, and validation of performance and successful execution of training processes
- Launches multiple programs and sites, and effectively executed training project plans
- Resolves conflicts and negotiated mutually beneficial agreements between parties
Regional Training Manager
ResultsCX
Pasig City
08.2018 - 08.2020
- Accountable for driving Site Training Excellence across the 3 largest sites in the PHI, with a combined FTE of 5000++
- Coordinated ongoing technical training and personal development classes for staff members
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Assessed skill gaps and developed training courses to meet identified needs
- Analyzed effectiveness of training programs and recommended updates
- Reviewed and edited all training materials for accuracy and company policy compliance
- Developed surveys to identify training needs based on projected production processes and changes
- Conducted training courses and prepared videos for long-term use
- Streamlined HR efficiencies, coordinated new hire orientations/onboarding and training for new employees
- Led weekly, monthly, and quarterly coaching, counseling, and feedback sessions
Site Training Manager (Interim)
ResultsCX
Pasig City
01.2018 - 08.2018
- Coordinated ongoing technical training and personal development classes
- Managed new trainer orientation and onboarding
- Reviewed and edited all training materials for accuracy and company policy compliance
- Developed systems and procedures in the training to better align workflow processes
- Led weekly, monthly, and quarterly coaching, counseling and feedback sessions
Global Trainer
ResultsCX
Pasig City
02.2015 - 12.2017
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness
- Managed and provided subject matter expertise on one of ResultsCX' biggest clients
- Created unique materials to support training programs
- Delivered robust training courses via variety of methods, including classroom and e-learning programs
- Developed new and improved training programs to address opportunities and bridge gaps
- Partnered with IDS in developing curricula, instructions, and written tests for foundational training courses
Trainer
ResultsCX
Pasig City
01.2013 - 01.2015
- Scheduled and taught in class and online courses to increase learning opportunities
- Quickly adapted training plans for client needs
- Tracked attendance and progress against goals for each participant
- Identified and proactively solved internal problems related to employee turnover by revamping training approaches
- Launched a class on one of our sites in the US
Quality Analyst/Trainer
eStomes, Inc.
Jul.2011 - Aug.2012
- Conducted regular calibration, one-on-one coaching, and training sessions as needed
- Provided regular updates to company CEO on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Implemented test scripts and recorded results.
- Created and designed training materials
Customer Care Professional
HGS - Hinduja Global Solutions
Pasig City
Aug.2008 - Oct.2010
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Drove sales by educating customers about products and services
ERep
Aegis PeopleSupport, Inc.
Makati City
Jun.2007 - Nov.2007
- Processed order transactions and provided guests with detailed itineraries, tickets and receipts
- Booked coach and first class tickets for guests and assisted them with trip planning through scheduling, pricing, and identifying best transportation routes
- Responded to guest inquiries related to services or accommodations and promptly addressed their issues or complaints
- Maintained guest satisfaction with forward-thinking strategies focused on addressing their needs and resolving their concerns
Junior Manager
Kenny Rogers Roasters
Pasig City
Jun.1999 - Aug.2000
- Achieved recognition from senior management for contribution to store success, including managing sales and operating expenses, as well as employee and guest relations to foster optimal performance
- Eliminated downtime and maximized revenue by providing top project quality control
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Exceeded goals through effective task prioritization and great work ethic
- Contributed to team success by completing jobs quickly and accurately
- Adhered to rigorous standards for guest service, merchandising, and operational safety
- Greeted customers, provided friendly, and knowledgeable service and placed orders
- Kept work areas clean, sanitized and well-organized food preparation zones
- Assisted in dining room by removing soiled dishes during meal service and transporting to kitchen for washing
- Maintained productive, efficient approach to all tasks
- Cooked, prepared, and bagged food for customers
- Operated cash registers and POS systems
- Checked completed orders for accuracy and bagged meals for easy carrying
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items, and rotating stock
Customer Service Representative
ResultsCX
Pasig City
11.2012 - 12.2012
- Answered customer telephone calls promptly and provided primary customer support to avoid on-hold wait times
- Used client troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Offered advice and assistance to customers, paying attention to special needs or wants
Education
Bachelor of Science - Nursing
World Citi Colleges
Quezon City Jul.2002 - Apr.2006
Bachelor of Science - Accountancy
Miriam College
Quezon City Jul.1996 - Apr.1997
High School Diploma -
Marikina Institute Of Science And Technology
Marikina City Jul.1992 - Apr.1996
Skills
Public Speaking
Adult Learning Theories
Course Development
ADDIE
MS Office apps
Management
Leadership
Training Needs Analysis
Training Program Implementation
Training Program Design
Certification
Comcast Master Trainer Certified
Timeline
Global Training Manager
ResultsCX
Sep.2020 - Current
Regional Training Manager
ResultsCX
08.2018 - 08.2020
Site Training Manager (Interim)
ResultsCX
01.2018 - 08.2018
Global Trainer
ResultsCX
02.2015 - 12.2017
Comcast Master Trainer Certified
08-2013
Trainer
ResultsCX
01.2013 - 01.2015
Customer Service Representative
ResultsCX
11.2012 - 12.2012
Licensed Nurse
02-2012
Quality Analyst/Trainer
eStomes, Inc.
Jul.2011 - Aug.2012
Customer Care Professional
HGS - Hinduja Global Solutions
Aug.2008 - Oct.2010
ERep
Aegis PeopleSupport, Inc.
Jun.2007 - Nov.2007
Bachelor of Science - Nursing
World Citi Colleges
Jul.2002 - Apr.2006
Junior Manager
Kenny Rogers Roasters
Jun.1999 - Aug.2000
Bachelor of Science - Accountancy
Miriam College
Jul.1996 - Apr.1997
High School Diploma -
Marikina Institute Of Science And Technology
Jul.1992 - Apr.1996