Alvin Baltz S. Sanchez
Las Piñas City
Summary
Tenured Senior Leader with 20 years of experience in Business process outsourcing/management sectors. Expertise in developing and leading high-performing teams to enhance workforce performance and achieve client success metrics. Proven track record of optimizing operations and driving results in dynamic environments.
Overview
20
20
years of professional experience
Work History
Head of Training & Quality
Global University Systems Philippines
08.2019 - 09.2023
- Led Philippine Training and Quality team supporting multiple brands across North American & European regions. Responsible for end-to-end training delivery, continuous learning, compliance and quality assurance implementation. Partnered with global brand stakeholders and local leadership to ensure development and success of frontline teams
- Developed and implemented Training & Quality Ecosystem creating flexibility for scaling, frontliner readiness (95% Training Yield) & 30-60-90 day retention. (ave attrition across pre & post-pandemic years)
- Standardized sales and customer experience metrics to integrate into a unified performance scorecard for employee appraisal, coaching & development
- 20+ HR driven organizational development modules for frontline managers and high potential employees across my tenure.
Director
51Talk/China Online Innovations
12.2015 - 07.2019
- Led sourcing and recruitment operations for the Philippines. Directly managed relationship with recruitment partners critical to leads generation, channel development/management and volume hiring targets across online/offline pipelines. Responsible for optimizing processes, resources and operational budget.
- Restructured talent acquisition pipeline to streamline applicant processing -increasing daily output (5% interview yield), improving quality of applicants (55% offer acceptance) and 90-day retention (18% attrition).
- Consistently achieved 100% fill rate across a 12-month ramp with 30% increasing target of on-boarded employees monthly.
- Led quality assurance team supporting diverse product lines and specialized groups of online educators across multiple locations. Responsible for process adherence and standards compliance. partnered with recruitment, operations and training teams to ensure performance and service indicators are managed at stakeholder expectation.
- Developed and implemented the Quality Assurance ecosystem for the Philippines which provided business intelligence to address opportunities in product delivery, employee performance & overall customer experience (Bad evaluations/month reduced from 68% to 27%, Complaints/month reduced from 45% to 8%, repeat customer rate increase from 10% to 35% for teachers with 6< tenure)
- Developed and implemented a standard coaching model for operations and support teams to engage employees and drive performance metrics.
- Managed multiple projects with sales, customer support and development teams in China to drive continuous improvement of resources, materials and overall UX/UI of the platform.
- Facilitated regular OD Learning sessions for Managers & Supervisors as requested by HR. (more than 10 learning sessions facilitated during my tenure)
Senior Manager
Genpact LLC
11.2011 - 12.2015
- Led the Philippines leadership and organizational development team. Responsible for training delivery, monitoring & evaluating employee learning path progression, developing and managing the near-hire program, Trainer certifications, learning management system integration and and facilitating internal and external audits (ISAE, ISO)
- Launched supervisor development program in the Philippines (Revalida pass rate of 87% across management trainee and supervisor population)
- Led development & launch of 1st LMS platform for the Philippines (100% integration and digital learning accessibility to high occupancy businesses)
- Facilitated learning programs/seminars across specialist to AVP level.
- Led training and call quality team for banking & financial services clients supporting customer service, non-voice and EUC queues. Partnered with operations to ensure recruitment and staffing requirements were achieved. Ensured seamless delivery of near-hire, new-hire and developmental training for leaders and front-liners. Also functioned as onsite sales advisory SME and compliance/process liaison for North American counterparts.
- Developed and led the near-hire training team to address hiring gaps for specialized and general customer service profiles. (100% fill of new hire classes with 10% bench/attrition buffer)
- Certified off-shore subject-matter expert for sales governance & process compliance for North American clients (banking & Finance vertical)
- Certified L&OD Facilitator for the Philippines, facilitated more than 15 L&D learning sessions during in my tenure.
Training Manager
StarTek Limited International
12.2010 - 10.2011
- Responsible for managing voice and back-office US telecom and customer service accounts on-site. Tasked to ensure the seamless delivery of Newhire training and up-training across multiple lines of business; also responsible for compliance, process and skill building initiatives for account leaders and team members.
- Certified LMS super-user and administrator for client learning platform for employees and vendors in the Philippines.
Core Skills and Talent Development Manager
Vision-X Inc.
03.2010 - 07.2010
- Responsible for managing Core Skills and Leadership & development teams for Manila sites. Tasked to ensure the seamless delivery of New-hire communications training and up-training across multiple clients; managed completion of leadership and skill building programs designed for managers and supervisors in the Philippines.
RCF Training Manager
GE Money Servicing Philippines
10.2008 - 02.2010
- Responsible for managing operations training for the Philippines, Tasked to ensure seamless delivery of New-hire training, up-training and customer centric huddles for communications and process/product specifics across multiple brands.
- Facilitated at least 1 session/quarter of organizational development classes, process implementation & change management projects for Managers and Supervisors during my tenure.
Learning Performance Manager
TeleTech
09.2006 - 09.2008
- Responsible for managing the Language Readiness program and the Learning Performance department (Product training) for TeleTech Lipa; Tasked to ensure that New Hire, up-skilling and cross-skilling training support for communication skills and product specifics are delivered seamlessly across all accounts on-site; Acted as a point of contact for leadership and special skills training facilitated by global and regional development teams; Liaised closely with various training teams from across US, UK and Australian locations.
ACE Language Lab Supervisor
TeleTech
12.2005 - 09.2006
- Supervised quality assurance processes to ensure compliance with industry standards.
- Trained staff on quality control procedures and safety protocols.
- Conducted regular inspections to identify and resolve quality issues.
- Collaborated with production teams to enhance process efficiency and effectiveness.
Accent and Conversational English Trainer
TeleTech
02.2005 - 11.2005
- Facilitated interactive workshops to improve student participation and confidence.
- Implemented innovative teaching methods to address diverse learning styles.
- Assessed student progress through regular evaluations and feedback sessions.
- Utilized technology tools to enhance the learning experience for students.
Human Resources Officer
First Balfour Inc.
06.2003 - 10.2004
- Administered employee benefits programs and resolved related inquiries.
- Conducted performance evaluations and provided feedback to employees.
- Coordinated employee relations initiatives to foster a positive workplace culture.
- Facilitated employee onboarding and training programs for new hires.
Education
Master of Science - Master of Science in Industrial/ Organizational Psychology
DE LA SALLE UNIVERSITY
Manila, Philippines03-2008
Bachelor of Arts - Behavioral Sciences specializing in Organization & Systems Development
DE LA SALLE UNIVERSITY
Manila, Philippines03-2003
Skills
- Employee training
- Quality assurance
- Learning management
- Talent development
- Performance metrics
- Recruitment strategies
- Process optimization
- Effective communication
Training
- How to Fascinate, 10/2017, NLP Center of Leadership Excellence, WSI/51talk
- Teaching Young Learners Certification, 09/2017, Oxford Teachers Academy
- Fired Up, Ready to Go!, 05/2017, NLP Center of Leadership Excellence, WSI/51talk
- English Language Assessment Literacy Workshop, 05/2017, British Council/51Talk
- Live2Lead, 12/2016, The John Maxwell Co./51Talk
- Trainer Certification Program L2, 10/2015, ASTD/Genpact
- Coaching Conversations, 02/2015, Lee Hecht Harrison /Genpact
- Foundations of Instructional Design, 05/2014, L&PP Inc/Genpact
- Change Management Workshop, 01/2014, Genpact
- Trainer Certification Program L1, 11/2013, Genpact
- Confluence Change Mngt Workshop for Transitions, 07/2013, Genpact
- 7 Habits of Highly Effective People Signature Program, 12/2012, Genpact
- Transitions Toolkit Training, 05/2012, Genpact
- Operational Excellence+, 04/2012, Genpact
- Performance Management Certification, 03/2012, Genpact
- Hiring Skills Training (Recruitment Certification), 02/2012, Genpact
- LEAN & Greenbelt Six Sigma Training, 12/2011, Genpact
- Breakthrough Learning and Strategies for Training, 03/2011, StarTek
- Operations Bootcamp: Financial Training for Leaders, 02/2011, StarTek
- Power of Coaching: Staff Development Program, 12/2010, StarTek
- PSTD 35th National Convention: Building Capacities for Global Competitiveness, 05/2009
- Change Acceleration Process Workshop, 05/2009, GE Money Servicing Philippines
- Hiring the Right People, 04/2009, GE Money Servicing Philippines Inc.
- Presentation Skills at GE, 03/2009, GE Money Servicing Philippines Inc.
- LEAP: Managing Change Successfully and Leap to Leadership, 03/2008, TeleTech
- LEAP: Managing conflict constructively, Problem Solving and Decision Making, Giving and Receiving Feedback, 06/2007
- SUPERVISOR DEVT PROGRAM: Managing metrics and coaching for results, 05/2006, TeleTech
- DDI Targeted Selection Certification, 12/2005, TeleTech
- Quality Assurance Fundamentals, 08/2005, TeleTech
- ACE Trainer Language Certification, 04/2005, TeleTech
References
Available upon Request.
Languages
English
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Head of Training & Quality
Global University Systems Philippines
08.2019 - 09.2023
Director
51Talk/China Online Innovations
12.2015 - 07.2019
Senior Manager
Genpact LLC
11.2011 - 12.2015
Training Manager
StarTek Limited International
12.2010 - 10.2011
Core Skills and Talent Development Manager
Vision-X Inc.
03.2010 - 07.2010
RCF Training Manager
GE Money Servicing Philippines
10.2008 - 02.2010
Learning Performance Manager
TeleTech
09.2006 - 09.2008
ACE Language Lab Supervisor
TeleTech
12.2005 - 09.2006
Accent and Conversational English Trainer
TeleTech
02.2005 - 11.2005
Human Resources Officer
First Balfour Inc.
06.2003 - 10.2004
Master of Science - Master of Science in Industrial/ Organizational Psychology
DE LA SALLE UNIVERSITY
Bachelor of Arts - Behavioral Sciences specializing in Organization & Systems Development
DE LA SALLE UNIVERSITY
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