Benito Jr. Bilan
Senior Training Manager
Quezon City,Metro Manila
Summary
Knowledgeable Senior Training Manager with solid background in designing and implementing training programs aligned with organizational goals. Successfully led multiple initiatives, launched multiple programs and logos globally that enhanced employee performance and satisfaction. Demonstrated expertise in curriculum development and team leadership.
Overview
2
2
Languages
5
5
Certifications
15
15
years of professional experience
Work History
Senior Training Manager
IntouchCX
03.2023 - Current
- Mentored and managed over 20+ teams of junior and senior Trainers and Quality Analysts within APAC (Philippines and India), supporting their career development through coaching and feedback on instructional strategies and process quality alignment.
- Fostered a culture of continuous learning within the organization, promoting ongoing personal and professional growth among staff members.
- Streamlined onboarding process for new hires, accelerating their integration into the company culture and work expectations.
- Implemented innovative instructional design techniques for engaging and effective training content delivery.
- Collaborated with department leaders to identify skill gaps and develop targeted training initiatives.
- Analyzed the effectiveness of training programs at all levels and recommended updates.
- Evaluated training effectiveness through feedback and assessments, ensuring continuous improvement and adaptation.
Senior Trainer
24-7 Intouch
06.2021 - 09.2022
- Experienced Senior Trainer with a focus on call center environments, driving employee growth through targeted training programs.
- Onboarded an approximately 400+ new employees for their Product specific immersion.
- Coached and mentored Junior Trainers within the program.
- Passionate about boosting team performance and ensuring top-notch customer service.
- Coordinated training for new hires to impart information about company policies, requirements, and performance strategies.
Training Facilitator
24-7 Intouch
02.2019 - 06.2021
- Developed and delivered training programs (New Hire, Upskill, Leadership & Client Onboarding) that enhanced employee performance and operational efficiency.
- Managed back-to-back training sessions with over 400+ agents onboarded passing over training throughput of 95% - 100%.
- Facilitated workshops and training sessions, fostering a collaborative learning environment among participants.
- Utilized assessment tools to evaluate training effectiveness, adapting content based on participant feedback.
- Mentored junior trainers, providing guidance to improve instructional techniques and engagement strategies.
Backup Trainer
24-7 Intouch
09.2018 - 02.2019
- Developed and delivered training programs to enhance team proficiency and performance.
- Monitored training effectiveness, leading to improved participant engagement and retention rates.
- Collaborated with management to identify training needs and implement targeted solutions.
- Facilitated onboarding sessions for new employees, ensuring a smooth integration into the team.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
New Hire Training POC / Customer Service Associate, II
Sykes Enterprises, Incorporated
07.2013 - 06.2017
- Developed and implemented onboarding programs that enhanced new hire engagement and productivity.
- Facilitated training sessions to equip employees with essential customer service skills and knowledge.
- Collaborated with team leaders to refine training materials, ensuring alignment with company standards.
- Monitored trainee performance and provided constructive feedback to support continuous improvement.
Customer Service Representative
Teleperformance
02.2012 - 07.2013
- Resolved customer inquiries and complaints through active listening and effective communication, ensuring swift resolutions.
- Provided comprehensive product knowledge to assist customers, enhancing their overall experience and satisfaction.
- Trained and mentored new team members on customer service best practices, fostering a collaborative work environment.
- Utilized CRM software to track customer interactions, improving response times and service efficiency.
Data Encoder
NATIONAL BOOK STORE, INC.
08.2011 - 01.2012
- Utilized advanced data entry software to manage large volumes of information with precision.
- Maintained accurate data entry to ensure seamless document processing and retrieval workflows.
- Collaborated with team members to streamline data management processes, enhancing operational efficiency.
- Conducted regular data audits to identify discrepancies, improving overall data integrity and reliability.
Education
B.S - Computer Science, Computer Science
Hercor College
Roxas, Province Of Capiz, Philippines01-2012
Skills
Training program development
Instructional design
Employee onboarding
Learning management systems
Competency assessment
Data analysis
Continuous improvement
Cross-functional collaboration
Mentorship and coaching
Skill gap analysis
Data-driven decision making
Training needs assessment
Training curriculum optimization
Certification
Lean Six Sigma White Belt Certification
Honors-Awards
2020 Trainer Of The Year, 2022 Employee Of The Year, 2024 Employee Of The Year
Timeline
Senior Training Manager
IntouchCX
03.2023 - Current
Senior Trainer
24-7 Intouch
06.2021 - 09.2022
Training Facilitator
24-7 Intouch
02.2019 - 06.2021
Backup Trainer
24-7 Intouch
09.2018 - 02.2019
New Hire Training POC / Customer Service Associate, II
Sykes Enterprises, Incorporated
07.2013 - 06.2017
Customer Service Representative
Teleperformance
02.2012 - 07.2013
Data Encoder
NATIONAL BOOK STORE, INC.
08.2011 - 01.2012
B.S - Computer Science, Computer Science
Hercor College