BENJAMIN MANDAC II
Learning Consultant
Quezon City, Metro Manila
Summary
Creative and results-driven Learning Consultant and Trainer with extensive experience in facilitating sessions and partnering with business stakeholders to identify skill gaps and implement strategic, future-ready learning solutions. Proficient in leveraging modern instructional approaches, digital technologies, and data insights to design impactful development programs that drive performance, boost engagement, and support business success.
Overview
21
21
years of professional experience
2003
2003
years of post-secondary education
Work History
L&K Consultant (HRTT)
IBM Business Services, Inc
01.2024 - Current
- Partnered with business stakeholders to determine key skill gaps and provide recommendations on how to most effectively address those using established methodologies.
- Collaborated with DPEs and Tower Leaderst o manage and respond to training requests from L&K, ensuring that the training needs of the accounts were effectively identified, addressed, and supported through a streamlined request process.
- Lead training initiatives for HRTT accounts and provide oversight and strategic direction for the training programs, ensuring that L&K Facilitators are aligned in delivering learning solutions and managing all related documentation, including training requests, completion records, and certification reports, with efficiency and accuracy.
- Leads the continuous enhancement and development of L&K’s communication and soft skills training programs to ensure relevance, impact, and alignment with evolving business needs. Collaborates closely with L&K Facilitators to review and refine training content, methodologies, and delivery approaches—ensuring consistency and effectiveness across NHOB and all requesting accounts. Actively gathers feedback and insights to drive improvements and maintain high standards in learning outcomes.
- Serves as a key resource and primary point of contact in leading assigned projects and managing ongoing BPO initiatives, ensuring alignment with the strategic direction of the center and broader business goals. Oversees project planning, execution, and stakeholder coordination to drive successful outcomes and support operational excellence.
- Collaborated with stakeholders and the procurement team to manage requests for Workday certification, as well as FPC and CPP Payroll Trainings. Ensured proper quotations were secured and approved within the procurement tool, and that purchase orders were processed in alignment with the center’s budget. Additionally, monitored training progress and tracked participant completion to support program success.
- Collaborated with the Talent Acquisition (TA) team in conducting Communication Skills Assessments (CSA) for IBM candidates as part of the recruitment process, ensuring alignment with the center’s communication competency standards. Played a key role in maintaining the quality of new hires by accurately evaluating candidates' verbal and interpersonal communication abilities. Additionally, served as the focal point in leading the certification of Hiring Managers across all towers, ensuring they are properly trained and equipped to assess candidates’ communication skills during interviews.
- Provides monthly updates to center leadership on L&K initiatives, key activities, and the training completion status of HRTT accounts, ensuring visibility on progress, engagement, and alignment with learning goals across the center.
- Serves as an Agile Champion and co-facilitator of Agile training sessions for NHOB, promoting Agile principles and mindset across teams. Supports the delivery of interactive and practical learning experiences to help participants understand and apply Agile frameworks, tools, and practices in their day-to-day work, fostering collaboration, adaptability, and continuous improvement.
Transition Training Lead
IBM Business Services
09.2022 - 12.2023
- Led and managed L&K Digital Creatives Engagement initiatives while providing cross-functional support across programs such as New Hire Onboarding, Communication Skills Assessment, and Contact Center training. Played a key role in enhancing learning tools, launching new projects, and promoting L&K programs through branding, content development, and strategic employee engagement activities.
Transition Training Lead - EY
IBM Business Services
02.2022 - 08.2022
- Managed and monitored end-to-end new hire training activities, ensuring all IBM-required trainings were included in the curriculum and completed on schedule. Collaborated closely with account leads and the transition team to address training needs, provide updates, support decision-making, and track progress throughout the transition and process training phases.
Training Transition Lead
IBM Business Services - GRAB
02.2021 - 04.2021
- Managed end-to-end new hire training by designing onboarding plans, developing training materials, facilitating virtual sessions, and ensuring completion of IBM and Grab-specific certifications. Collaborated with transition teams and account leads to support training needs, track Knowledge Cascade progress, and coordinate center-led training schedules, while also contributing to kickoff planning and onboarding documentation.
Account Trainer
IBM Business Services - MAERSK
11.2018 - 02.2022
- Led and managed end-to-end new hire onboarding and certification for both Contact Center and Back Office roles, including training curriculum development, training need analysis, and maintaining knowledge base resources. Drove continuous improvement by implementing the Global Training Calendar, facilitating refresher trainings, and reinforcing L&K roadmap completion to support CSAT performance and account-specific training goals.
Account Trainer / HRPO (Case Management) / EDM QA Lead
IBM Business Services - P&G AP & EMEA
05.2016 - 10.2018
Transition Trainer / HRPO
IBM Business Services - P&G NA
10.2015 - 05.2016
Process Mastery Trainer
IBM Business Services - American Airlines
02.2014 - 10.2015
Senior Service Associate
IBM Business Services - American Airlines
10.2012 - 02.2014
Customer Interface Associate
IBM Business Services - American Airlines
11.2010 - 10.2012
Customer Interface Associate
IBM Business Services - Kodak
09.2008 - 11.2010
Customer Interface Associate
IBM Business Services - IBM-US
02.2008 - 08.2008
Customer Service Associate
SITEL Philippines
02.2006 - 05.2007
Customer Service Representative
Touch Asia Contact Solutions (Phils.) Inc.
02.2004 - 02.2006
Education
Bachelor of Science - Civil Engineering
Polytechnic University of the Philippines
Skills
- Leadership
- Analytical Thinking
- Stakeholder Management
- Decision Making
- Coaching & Mentoring
- Flexibility and Adaptability
- Time Management
- Communication
- Facilitation
Key Courses And Training - Trainings
- Microsoft Applications (Excel, Powerpoint, Word)
- SAP
- Workday
- AdviseHR Cloud/Zendesk
- Taleo
- LMS
- Concur
Awards
- Key Partner Award, 05/01/18, For receiving very positive feedback on the training/knowledge acquisition for HCL. Flexibility on agenda, pristine delivery and outstanding hospitality.
- Innovation Award, 06/01/17, The Innovation Award recognizes individuals who have dared to create original ideas, continuously reinventing processes and systems for more efficient and effective services.
- Eminence Award, 11/01/13, For being an integral part of a team who has delighted our clients by seeing the world through their eyes, showing personal interest in getting it done for our collective success.
Timeline
L&K Consultant (HRTT)
IBM Business Services, Inc
01.2024 - Current
Transition Training Lead
IBM Business Services
09.2022 - 12.2023
Transition Training Lead - EY
IBM Business Services
02.2022 - 08.2022
Training Transition Lead
IBM Business Services - GRAB
02.2021 - 04.2021
Account Trainer
IBM Business Services - MAERSK
11.2018 - 02.2022
Account Trainer / HRPO (Case Management) / EDM QA Lead
IBM Business Services - P&G AP & EMEA
05.2016 - 10.2018
Transition Trainer / HRPO
IBM Business Services - P&G NA
10.2015 - 05.2016
Process Mastery Trainer
IBM Business Services - American Airlines
02.2014 - 10.2015
Senior Service Associate
IBM Business Services - American Airlines
10.2012 - 02.2014
Customer Interface Associate
IBM Business Services - American Airlines
11.2010 - 10.2012
Customer Interface Associate
IBM Business Services - Kodak
09.2008 - 11.2010
Customer Interface Associate
IBM Business Services - IBM-US
02.2008 - 08.2008
Customer Service Associate
SITEL Philippines
02.2006 - 05.2007
Customer Service Representative
Touch Asia Contact Solutions (Phils.) Inc.
02.2004 - 02.2006
Bachelor of Science - Civil Engineering
Polytechnic University of the Philippines
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