Chona Caberoy
Quezon City
Summary
Dynamic Senior Training and Quality Leader with over 15 years of experience driving customer success through strategic team leadership, operational excellence, and innovative training solutions in global SaaS environments. Expert in coaching high-performing customer-facing teams, fostering cross-functional partnerships, and delivering measurable business outcomes. Proven ability to optimize processes, enhance customer satisfaction, and align training programs with organizational goals in HR tech and service industries. Skilled in analytics, project management, and stakeholder engagement, with a passion for building engaged teams and driving customer retention and advocacy.
Overview
15
15
years of professional experience
3
3
Certificate
Work History
Global Training & Quality Manager
CONCENTRIX
01.2023 - Current
- Lead a global team of 50+ customer success and training professionals across multiple time zones, achieving 85% team performance metrics and driving customer satisfaction scores to 82%+.
- Design and execute strategic training programs aligned with SaaS business objectives, enhancing customer onboarding and product adoption for HR tech solutions.
- Partner with Services, Sales, and Support teams to resolve customer challenges, acting as the first point of escalation and reducing resolution times by 30%.
- Develop and standardize customer success engagement frameworks, improving retention rates by 5% through tailored training and quality initiatives.
- Implement data-driven performance dashboards to monitor KPIs, identifying operational risks and driving continuous improvement in customer experience.
- Collaborate with global stakeholders to ensure compliance with regulatory standards, achieving 100% audit compliance across regions.
Training and Quality Manager
CONCENTRIX
07.2016 - 01.2023
- Managed a team of 30+ customer success managers and trainers, coaching them to exceed performance goals and maintain high employee engagement (85%+ engagement scores).
- Designed customer-centric training programs using ADDIE, improving CSMs’ ability to articulate complex HCM solutions, resulting in a 5% increase in customer satisfaction.
- Led operational excellence initiatives, optimizing training delivery processes and reducing onboarding time by 25% while maintaining quality standards.
- Built strong partnerships with cross-functional teams, harmonizing friction and driving successful customer outcomes in contract renewals and upsell opportunities.
- Conducted quality audits and risk forecasting, mitigating service delivery issues and achieving a 90% customer retention rate.
- Mentored high-potential Trainers, creating development plans that supported career growth and leadership readiness for 10+ team members.
Universal Trainer
CONCENTRIX
04.2012 - 07.2016
- Delivered product and communication training to 500+ new hires, enhancing their ability to handle customer inquiries and drive first-call resolution rates by 10%.
- Revamped training approaches based on performance data, increasing team productivity and customer satisfaction metrics by 5%.
- Mentored new hires, fostering a culture of collaboration and accountability, resulting in stronger staff development and team cohesion.
Associate Trainer
CONCENTRIX
08.2010 - 04.2012
- Supported training for 50+ new employees monthly, focusing on call handling, program policies, and customer success strategies.
- Contributed to training material development, ensuring alignment with SaaS product updates and customer needs.
- Monitored trainee performance, identifying gaps and recommending targeted coaching to improve outcomes.
Customer Service Representative
CONVERGYS
06.2006 - 03.2010
- Provided exceptional customer support, consistently exceeding daily targets and achieving 90%+ customer satisfaction ratings.
- Handled high-volume customer inquiries, offering solutions that enhanced loyalty and retention.
- Collaborated with team leads to share customer feedback, informing process improvements and training content.
Education
BACHELOR OF SCIENCE - NURSING
Central Colleges of The Philippines
01.2015
Skills
- Customer Success Management & Coaching
- Team Leadership & Employee Engagement
- Operational Excellence & Process Optimization
- Cross-Functional Collaboration & Stakeholder Partnership
- SaaS & HCM Application Expertise
- Data Analytics & Performance Metrics
- Strategic Planning & Execution
- Crisis Management & Escalation Resolution
- Training Program Design (ADDIE, Adult Learning)
- Quality Assurance & Compliance
- MS Office Proficiency
Languages
English
Advanced (C1)
Tagalog
Bilingual or Proficient (C2)
Certification
Lean Six Sigma Yellow Belt Certification
Certified Project Manager (CPM)
Certificate Course in Facilitating Adult Learning
Timeline
Global Training & Quality Manager
CONCENTRIX
01.2023 - Current
Training and Quality Manager
CONCENTRIX
07.2016 - 01.2023
Universal Trainer
CONCENTRIX
04.2012 - 07.2016
Associate Trainer
CONCENTRIX
08.2010 - 04.2012
Customer Service Representative
CONVERGYS
06.2006 - 03.2010
BACHELOR OF SCIENCE - NURSING
Central Colleges of The Philippines
Personal Information
Title: Senior Training & Quality Manager
Similar Profiles
Arnold GarciaArnold Garcia
Team Leader - Service Delivery at ConcentrixTeam Leader - Service Delivery at Concentrix
Praveensai KundetiPraveensai Kundeti
SOC Analyst at ConcentrixSOC Analyst at Concentrix
Francois Angela CagayanFrancois Angela Cagayan
Customer Service Representative at ConcentrixCustomer Service Representative at Concentrix
Russel LopezRussel Lopez
Social Media Analyst at ConcentrixSocial Media Analyst at Concentrix
ENRIQUE LUCIO BOQUIRONENRIQUE LUCIO BOQUIRON
HVAC Technician at Arabian Fal CompanyHVAC Technician at Arabian Fal Company