Arriane Czarina Punzalan
Naga, Province Of Camarines Sur
Summary
Training professional with extensive mentorship experience in staff development, process and productivity improvements, performance management, and curriculum design.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate Training Manager
Sutherland Global Services Philippines Inc
10.2019 - Current
- Partnered with Service Delivery & functional owners to establish and execute strategic training methodologies that drive business performance
- Supervised delivery of training and nesting operations
- Monitored, analyzed, and improved new hire performance in classroom, nesting, and 30-60-90 days tenure
- Planned, plotted, and managed training resources for ramps and backfill classes
- Prepared accurate and meaningful internal and external training reports
- Lead or participated in needs analysis for account performance improvement
- Created and executed action plans for improving training delivery, curriculum, and learner experience
- Initiated curriculum modification or development based on program needs.
- Partnered with Service Delivery & functional owners to establish and execute strategic training methodologies that drive business performance
- Supervised delivery of training and nesting operations
- Monitored, analyzed, and improved new hire performance in classroom, nesting, and 30-60-90 days tenure
- Planned, plotted, and managed training resources for ramps and backfill classes
- Prepared accurate and meaningful internal and external training reports
- Lead or participated in needs analysis for account performance improvement
- Created and executed action plans for improving training delivery, curriculum, and learner experience
- Initiated curriculum modification or development based on program needs.
- Managed new employee training process for more than 500 employees each year.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Implemented a tracking system to monitor employee progress throughout various training programs, ensuring timely completion of milestones.
- Designed e-learning modules to facilitate ongoing professional development opportunities.
- Championed continuous improvement efforts with other Support functions by identifying areas for potential growth and implementing effective solutions.
- Implemented new learning strategies depending upon employees' skill levels.
New Hire Training Professional
Sutherland Global Services Philippines Inc
08.2015 - 09.2019
- Created, facilitated, and/or revised training materials and documents to equip staff with fundamental skills and knowledge using the Blended Mentoring and Training models
- Relayed important information in the form of timely and accurate reports
- Established and maintained communication with clients and/or team members; understand needs, resolve issues, and meet expectations
- Manage new hire, progression, and enhancement training; served as the Nesting Manager during training delivery
- Coached and gave feedback to trainees to help them fulfill performance metrics.
Senior Communication Specialist
Sutherland Global Services Philippines Inc
07.2011 - 07.2015
- Listened to and monitored agents’ calls for communication defects
- Conducted coaching and training sessions to improve agents’ communication skills based on the needs of the program
- Generated reports and communicate findings
- Recommended action plans based on reports and analyses
- Met daily, weekly and monthly Communication monitor goals for email/chat/call order
- Served as point of contact for all communication issues, questions and help items
- Prepared reports and worked with operations and support groups regarding communication improvement plans and programs
- Scheduled, coordinated and facilitated call calibration sessions.
- Delivered all communication training to ensure CSRs and TSRs have good understanding and in-depth knowledge of communication and soft skills
Customer Service Representative
Sutherland Global Services Philippines Inc
04.2010 - 06.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Psychology
Ateneo De Naga University
Naga, Province Of Camarines Sur, PhilippinesSkills
- Coaching and Mentoring
- Training delivery
- E-Learning Platforms
- Learning Management Systems
- Training facilitation
- Curriculum Design
- Learning Strategies
- Staff Development
- Training Program Development
- Training Needs Analysis
- Workflow Process Improvement
- Training Methods
Certification
- Sutherland Certified Learning Professional Program Master Trainer (December 2023)
- Lean Six Sigma: White & Yellow Belt (September 2023)
- Continuous Improvement Framework (June 2018)
- State of Coaching (April 2017)
- Sutherland Certified Learning Professional (May 2015)
- Common European Framework of Reference (April 2015)
- Consultative Approach to Retention and Sales (February 2015)
- Coaching Tactics (May 2013)
- Scenario-Based Learning (June 2013)
Timeline
Associate Training Manager
Sutherland Global Services Philippines Inc
10.2019 - Current
New Hire Training Professional
Sutherland Global Services Philippines Inc
08.2015 - 09.2019
Senior Communication Specialist
Sutherland Global Services Philippines Inc
07.2011 - 07.2015
Customer Service Representative
Sutherland Global Services Philippines Inc
04.2010 - 06.2011
Bachelor of Science - Psychology
Ateneo De Naga University
Similar Profiles
Benedicto Pio BognotBenedicto Pio Bognot
Call Center Representative at Sutherland Global Services PhilippinesCall Center Representative at Sutherland Global Services Philippines
Mario Benito CamongayMario Benito Camongay
Senior Associate Manager at Sutherland Global Services Philippines Inc.Senior Associate Manager at Sutherland Global Services Philippines Inc.
Miraflor JabajabMiraflor Jabajab
Technical Customer Service Representative at VXI Global Holdings B.V. PhilippinesTechnical Customer Service Representative at VXI Global Holdings B.V. Philippines