Alfred Balmores

Cross-Functional Coordination

• Acts as the central coordination point between product, operations, training, and support teams to ensure alignment on project goals, timelines, and dependencies.

Stakeholder Alignment and Requirement Gathering

• I connect with key stakeholders to support them in conducting needs analysis and assessments. Help translate business objectives into clear and actionable project goals with a defined success criteria.

Risk Identification & Assessment Planning

• Supports the program manager and product sponsor conduct their preliminary risk analysis (including control gaps and compliance risks) by identifying if it is in-scope or out-of-scope. Supports the program manager and product sponsor establish mitigation plans.

Project Planning and Scheduling

• Develops and maintains project timelines, milestones, and schedules while coordinating task sequencing and monitoring adherence to deadlines.

Project Charter & Governance

• Supports the program manager and product sponsor in making sure that the project is aligned with the project scope, enterprise policies and control standards, and strategic priorities.

Documentation & Compliance Management

• Maintains structured, version‑controlled project documentation and ensures compliance with internal standards, audit requirements, and governance protocols.

Work Breakdown Structuring

• Develop and constantly update the project plan (WBS) of the whole program/product to ensure tasks align with the business goals and compliance expectations.

Project Execution & Workflow Management

• Oversees day‑to‑day project activities, monitors task progress, resolves workflow bottlenecks, and ensures deliverables meet scope and quality expectations.

Risk Mitigation and Control Integration Planning

• Supports the program manager and product sponsor arrange weekly/monthly project meetings that tackle mitigation plans for identified risks and add control checkpoints if needed. Constantly update the project plan (WBS) by integrating these mitigation plans and control checkpoints.

Quality Assurance & Process Improvement

• Reviews deliverables for accuracy and quality, identifies inefficiencies in project processes, and recommends improvements to enhance execution.

RACI

• Maintains a detailed RACI chart for the program that establishes project governance, communication cadences, and their roles within the project team for accountability and transparency.

Resource Coordination & Capacity Planning

• Coordinates manpower, tools, and resource allocation to ensure teams have the capacity and support needed to meet project deliverables.

Business Execution & Process Management

• Supports the Change Implementation Team and the business with their onboarding needs by making sure access requests were sent and on-time.
• Supports the Change Implementation Team and the business with training registration and access provisioning.
• Supports the Change Implementation Team and the business by updating the JIRA board with latest and greatest User Guides & Procedures created by various product area owners.
• Maintain the User Guides & Procedures Masterlist File to ensure that product owners are well aware of updates made in the JIRA board.
• Maintain the Issue Management Tool for any requests that comes in (onboarding, training requests, logins, etc.)

Operational Support & Administrative Oversight

• Manages project calendars, meeting logistics, documentation flow, and operational readiness across project phases.

Stakeholder Management & Communication

• Coordinate with other cross-functional teams to prepare agendas for senior leadership/executive level meetings. ▪ Maintain decks created by different teams to ensure freshness of data being presented.
• Facilitate weekly/bi-weekly and monthly meetings to provide key updates to various stakeholders and project teams to know the status of upcoming releases.
• Send weekly reports to key stakeholders.
• Respond to emails sent to the main mailbox of the program.
• Schedule different meetings coming from different stakeholders.
• Prepare materials and facilitate internal syncs, business demos, and weekly program review meetings for the business and the product.

Change Management Support

• Supports teams in adapting to new processes, tools, or workflows by communicating changes, preparing documentation, and assisting with adoption activities.

Risks, Controls Testing, and Compliance Oversight

• Supports the program manager and product sponsor keep track of risks validated by executives if on track or at risk by maintaining a risk log that is visible to all key stakeholders.
• Joins UATs and report/escalate possible issues faced by testers to the product team and senior leadership team.
• Supports the program manager update the program’s CMA rating and present to key stakeholders from Risks and Controls (BCM partner, ORBO partner, BACO partner, TISRM partner).

Leadership & Team Management

• Led a cross‑site team composed of 3 Learning & Development and Product Trainers from Manila and 10 Quality Analysts from Hyderabad, ensuring alignment, performance consistency, and operational readiness.

End‑to‑End Training Operations Support

• Supported the operations team with all training needs — including recruitment, onboarding, cross‑training, and transitioning agents to production — ensuring workforce readiness and skill alignment.

Performance Coaching & Attrition Risk Mitigation

• Helped mitigate potential attrition risks by developing outlier agents through continuous coaching, performance monitoring, and targeted skill‑building interventions.

Training Project Planning & Workforce Ramp Management

• Led the training team in building and executing a project plan to support ramp season requirements, including strategic hiring, class scheduling, and resource allocation.

Large‑Scale Site Migration Planning

• Spearheaded the creation of the full project plan for relocating the entire program — over 500 agents and support staff — from one site to another, ensuring operational continuity and readiness.

Business Reviews & Executive Reporting

• Facilitated Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), presenting training performance, quality insights, and operational updates to leadership.

Training Design & Curriculum Development

• Develops structured learning modules aligned with business goals and client expectations.
• Designs training content that supports operational performance and process consistency.
• Continuously refines training materials based on feedback, performance data, and evolving program needs.

Training Needs Analysis & Performance Diagnostics

• Supported the operations' teams needs by helping them identify performance gaps through data‑driven assessments and observation.
• Uses root‑cause analysis to determine underlying issues affecting agent performance from training to production.
• Recommends targeted interventions/coaching sessions to address skill deficiencies and improve KPIs.

Operations & Stakeholder Support

• Partners with operations leaders to align training initiatives with business priorities.
• Supports workforce development by assisting in recruitment needs, onboarding needs, and skill‑building activities that will equip employees with new skills.
• Collaborates with cross‑functional teams to ensure smooth agent transitions from training to production.

Training Design & Curriculum Development

• Develops structured learning modules aligned with business goals and client expectations.
• Designs training content that supports operational performance and process consistency.
• Continuously refines training materials based on feedback, performance data, and evolving program needs.

Training Delivery and Facilitation

• Conducts engaging training sessions that equip employees with the skills needed for production readiness.
• Adapts delivery methods to accommodate diverse learning styles and performance levels.
• Guides new trainers through structured facilitation techniques to ensure consistent training quality.

Training Needs Analysis & Performance Diagnostics

• Identifies performance gaps through data‑driven assessments and observation.
• Uses root‑cause analysis to determine underlying issues affecting agent performance.
• Recommends targeted interventions/coaching sessions to address skill deficiencies and improve KPIs.

Operations & Stakeholder Support

• Partners with operations leaders to align training initiatives with business priorities.
• Supports workforce development by assisting in recruitment needs, onboarding needs, and skill‑building activities that will equip employees with new skills.
• Collaborates with cross‑functional teams to ensure smooth agent transitions from training to production.

Business Reviews & Reporting

• Prepares and presents performance insights during weekly, monthly, and quarterly business reviews.
• Communicates training impact through clear reporting of trends, challenges, and improvement strategies.
• Provides stakeholders with actionable recommendations based on training outcomes and operational data.

Learning Experience Design (LXD)

• Structuring learning journeys that improve knowledge retention and skill application.
• Using adult‑learning principles to design effective training experiences.
• Ensuring training content is engaging, interactive, and learner‑centered.

Knowledge Management

• Organizing and maintaining knowledge bases, SOPs, and reference materials.
• Ensuring information is accurate, updated, and accessible to employees.
• Standardizing documentation across teams to reduce errors and confusion.

Training Quality Assurance

• Monitoring training delivery of co-trainers to ensure consistency and compliance.
• Auditing training sessions conducted by other trainers and/or provided by training materials for accuracy and effectiveness.
• Providing feedback to trainers to maintain high facilitation standards.

Competency Mapping and Skill Framework Development

• Defining the skills required for each role.
• Mapping training programs to specific competencies.
• Ensuring employees progress through structured skill levels.

Performance Coaching & Development Planning

• Creating individualized development plans for agents.
• Coaching employees to improve KPIs and behavioral competencies.
• Tracking progress and adjusting coaching strategies as needed.

Process Documentation & Standardization

• Documenting workflows, processes, and best practices.
• Identifying inconsistencies and recommending improvements.
• Supporting operations in maintaining standardized procedures.

Change Management Support

• Helping teams adapt to new processes, tools, or policies.
• Communicating changes clearly and guiding employees through transitions.
• Providing training that supports organizational change initiatives.

Communication & Stakeholder Alignment

• Coordinating with clients, operations, QA, and HR to align training goals.
• Presenting updates, insights, and recommendations to leadership.
• Ensuring all stakeholders understand training timelines and expectations.

Training Logistics & Administration

• Managing training schedules, attendance, and resource allocation.
• Coordinating with recruitment for class readiness.
• Ensuring training environments (virtual or onsite) are set up properly.

Data Interpretation & Training Analytics

• Analyzing performance data to identify trends and training gaps
• Using dashboards, reports, and scorecards to guide decisions
• Translating data into actionable training strategies

Employee Engagement & Retention Support

• Supporting initiatives that improve employee morale and reduce attrition
• Identifying early signs of disengagement and recommending interventions
• Partnering with operations to create a supportive learning environment

Training Design & Curriculum Development

• Develops structured learning modules aligned with business goals and client expectations.
• Designs training content that supports operational performance and process consistency.
• Continuously refines training materials based on feedback, performance data, and evolving program needs.

Training Delivery and Facilitation

• Conducts engaging training sessions that equip employees with the skills needed for production readiness.
• Adapts delivery methods to accommodate diverse learning styles and performance levels.
• Guides new trainers through structured facilitation techniques to ensure consistent training quality.

Training Needs Analysis & Performance Diagnostics

• Identifies performance gaps through data‑driven assessments and observation.
• Uses root‑cause analysis to determine underlying issues affecting agent performance.
• Recommends targeted interventions/coaching sessions to address skill deficiencies and improve KPIs.

Operations & Stakeholder Support

• Partners with operations leaders to align training initiatives with business priorities.
• Supports workforce development by assisting in recruitment needs, onboarding needs, and skill‑building activities that will equip employees with new skills.
• Collaborates with cross‑functional teams to ensure smooth agent transitions from training to production.

Business Reviews & Reporting

• Prepares and presents performance insights during weekly, monthly, and quarterly business reviews.
• Communicates training impact through clear reporting of trends, challenges, and improvement strategies.
• Provides stakeholders with actionable recommendations based on training outcomes and operational data.

Learning Experience Design (LXD)

• Structuring learning journeys that improve knowledge retention and skill application.
• Using adult‑learning principles to design effective training experiences.
• Ensuring training content is engaging, interactive, and learner‑centered.

Knowledge Management

• Organizing and maintaining knowledge bases, SOPs, and reference materials.
• Ensuring information is accurate, updated, and accessible to employees.
• Standardizing documentation across teams to reduce errors and confusion.

Training Quality Assurance

• Monitoring training delivery of co-trainers to ensure consistency and compliance.
• Auditing training sessions conducted by other trainers and/or provided by training materials for accuracy and effectiveness.
• Providing feedback to trainers to maintain high facilitation standards.

Competency Mapping and Skill Framework Development

• Defining the skills required for each role.
• Mapping training programs to specific competencies.
• Ensuring employees progress through structured skill levels.

Performance Coaching & Development Planning

• Creating individualized development plans for agents.
• Coaching employees to improve KPIs and behavioral competencies.
• Tracking progress and adjusting coaching strategies as needed.

Process Documentation & Standardization

• Documenting workflows, processes, and best practices.
• Identifying inconsistencies and recommending improvements.
• Supporting operations in maintaining standardized procedures.

Change Management Support

• Helping teams adapt to new processes, tools, or policies.
• Communicating changes clearly and guiding employees through transitions.
• Providing training that supports organizational change initiatives.

Communication & Stakeholder Alignment

• Coordinating with clients, operations, QA, and HR to align training goals.
• Presenting updates, insights, and recommendations to leadership.
• Ensuring all stakeholders understand training timelines and expectations.

Training Logistics & Administration

• Managing training schedules, attendance, and resource allocation.
• Coordinating with recruitment for class readiness.
• Ensuring training environments (virtual or onsite) are set up properly.

Data Interpretation & Training Analytics

• Analyzing performance data to identify trends and training gaps
• Using dashboards, reports, and scorecards to guide decisions
• Translating data into actionable training strategies

Employee Engagement & Retention Support

• Supporting initiatives that improve employee morale and reduce attrition
• Identifying early signs of disengagement and recommending interventions
• Partnering with operations to create a supportive learning environment

• Assisted customers with their concerns related to products and services offered by the company.
• Provided technical support to customers related to the product they ordered.
• Helped customers with their billing concerns.
• Take escalation calls from newly onboarded agents

• Provided technical support to customers related to the product they ordered.
• Helped customers with their billing concerns.