Chris Anne Ragasa
Makati City
Summary
Learning and Development professional with more than ten years of experience in designing and delivering customized training, modules, and programs to diverse user populations. A high-energy trainer who is adept in deploying adult learning principles both face-to-face and virtual; to guide adults through engaging and breakthrough learning opportunities that seek to achieve desired business outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Project Information Training Coordinator
International Organization for Migration
11.2021 - Current
- Develop and conduct virtual training and awareness-raising materials and conduct training specifically for Project Information Management System
- Assisted in the development of interactive online learning packages, both in the self-paced format and for virtual instructor-led delivery using existing training materials and by interacting with subject matter experts and other stakeholders
- Key Accomplishments
- Organized and implemented the first-ever PD-PM-PRIMA Training of Trainers
- 96.9% of the participants learned how to effectively use PRIMA when developing or managing their proposals after attending the PRIMA Refresher Training in 2023
- Managed the end-to-end production of PRIMA video guides, from script to video creation
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
Unit Manager, Learning & Development
Makati Medical Center
02.2021 - 10.2021
- Evaluate and implement learning strategies/methods and developmental programs company-wide.
- Assess the effectiveness of the assigned development program by providing level 3 evaluation.
- Key Accomplishments
- Streamlined training processes through digitalization.
- Implemented digital learning, blended courses and massive online open courses for leaders and employees
Senior HR Officer, Learning & Development
07.2017 - 01.2021
- Provides consultancy services to managers and staff on all concerns related to learning and development.
- Design, facilitate and monitor digital learning programs.
- Key Accomplishments
- Patient complaints decreased from 16% to 5% after the employees from Professional Services attended the customized customer service program.
- Developed a Talent Enhancement Program scheme to address the competency gaps of the employees and help them focus on quality and efficiency to address current and future business demands.
Service Quality Training Officer
01.2017 - 06.2017
- Conducts TNA to determine the service and quality related training programs needed to create a patient-centric, service oriented and continuous improvement culture.
- Design and implement service and quality-related training programs.
- Key Accomplishments
- Developed and delivered customer service training to more than 400 employees focused on providing quality patient care and retention.
- Recognized for excellent training skills with a level of satisfaction rating no less than 3 in a 1 to 4 rating scale from all the classes conducted.
Training Supervisor
Admirex Solutions Inc.
12.2016 - 12.2016
- Conducts regular coaching sessions and evaluate trainers’ performance via balanced scorecard.
- Conducts training needs analysis on process improvement to achieve performance objective of Operations Department.
- Key Accomplishments
- Implemented the Trainers Scorecard to demonstrate learning and growth objectives among the trainers.
- Conducted the 30-60-90 training evaluation method amongst new hires to address supplementary training needs which resulted to an improved productivity score.
Lead, Trainer
Teleperformance
11.2012 - 12.2015
- Train new hires, existing agents and support team on client’s systems, websites, policies, procedures, products, services and applications for back-end systems as assigned by the Training Manager.
- Design, develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.
- Key Accomplishments
- Successfully implemented business email team which handled customer service-related concerns that eventually opened more business opportunities from the client.
- Delivered quality training among new hires which consistently meet the targets set by Operations.
Career Consultant
Aspire Training Solutions
05.2011 - 11.2012
- Conduct daily sales presentation to potential trainees, perform cold calling to referred leads, follow-ups on commitments and reservations and offer the training contract to successful daily sales.
- Key Accomplishments
- Successfully opened 1 class per month with a minimum number of 8 participants.
English Foreign Language (EFL) Instructor
Telephone Easy English Inc.
05.2010 - 02.2011
- Provide corrections, assessments and homework to improve the English reading, writing and speaking skills of Korean students with diverse ages and backgrounds.
- Key Accomplishments
- High level of student satisfaction with 70% re-enrolled students.
Part-time Customer Service Representative
Rainmaker Asia
05.2008 - 05.2010
- Answer inbound calls from customers with product, claim and policy inquiries as well as to attend to their request.
- Key Accomplishments
- Part of the team that handled call barging of new agents and supervised them on their first two-weeks of taking calls.
Education
Master’s - Communication Management
Polytechnic University of the Philippines
Bachelor of Arts - Organizational Communication
University of Makati
01.2010
Associate - Contact Center Services
University of Makati
01.2008
Skills
- Adult Learning Principles
- ADDIE Model
- Service Excellence Training
- Training Needs Analysis
- Curriculum Development
- E-Learning Development
- Talent Management
- Leadership Training
- Facilitation and Presentation Skills
- Analytical and Organizational Skills
- Team Building Workshops
- Video Guide Creation
- Developing Communication Materials
- Back-end Support for Learning Management System (LMS)
Certification
Certified Learning & Development Professional
Timeline
Project Information Training Coordinator
International Organization for Migration
11.2021 - Current
Unit Manager, Learning & Development
Makati Medical Center
02.2021 - 10.2021
Senior HR Officer, Learning & Development
07.2017 - 01.2021
Service Quality Training Officer
01.2017 - 06.2017
Training Supervisor
Admirex Solutions Inc.
12.2016 - 12.2016
Lead, Trainer
Teleperformance
11.2012 - 12.2015
Career Consultant
Aspire Training Solutions
05.2011 - 11.2012
English Foreign Language (EFL) Instructor
Telephone Easy English Inc.
05.2010 - 02.2011
Part-time Customer Service Representative
Rainmaker Asia
05.2008 - 05.2010
Bachelor of Arts - Organizational Communication
University of Makati
Associate - Contact Center Services
University of Makati
Master’s - Communication Management
Polytechnic University of the Philippines
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