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
undefinedCertification
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
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