Christmas Caroline "Krim" Aldave
San Fernando, Province Of Pampanga
Summary
Reimagining learning at the speed of change—evolving from training and quality leadership to leveraging AI-driven learning strategies aligned with the pulse of modern technology. Proven ability to elevate customer experience, optimize processes, and drive organizational readiness through data, innovation, and cross-functional collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Learning Management and Engagement Strategist
Oracle NetSuite
Remote
12.2024 - Current
- Drive customer success by overseeing case management, optimizing subscription activation and learning adoption, and ensuring seamless user lifecycle management.
- Fuel team performance by delivering fast solutions to subscription challenges faced by sales associates and education advisors.
- Collaborate cross-functionally to strengthen processes and create smoother customer experiences, driven by data and observation.
- Apply AI-driven automation to simplify and elevate core processes, like user guides, standardized responses, and performance report analysis, to boost operational efficiency and customer clarity.
Manager - Training and Quality
Concentrix
Clark, Pampanga
07.2022 - 04.2024
- Led comprehensive training ramp-up initiatives with 500 to 1000 FTEs to different program vertical like Healthcare, Fraud, Finance and Omnichannel, ensuring seamless transitions from hiring through training to full production.
- Achieved consistent attrition rates below the industry target of 5% by focusing on targeted retention strategies and enhancing employee engagement and satisfaction.
- Developed and executed structured nesting plans, including 30-60-and 90-day performance evaluations, resulting in 90% of new hires exceeding target performance metrics..
- Managed client interactions to understand needs and expectations, resulting in increase in client satisfaction rating from 7 to 9 (10 being the highest) and repeat and expanded business.
- Mentored 2 Supervisors, 7 trainers and 12 quality evaluators when conducting their regular upskilling and calibration sessions to ensure consistent quality and alignment with client expectations and provided coaching and performance feedback to team members, contributing to increased team productivity and engagement.
Training Supervisor
Concentrix
Clark, Pampanga
07.2020 - 06.2022
- Supervised and managed a team of 2 quality supervisors and 10 trainers, providing guidance and support, and ensuring the delivery of high-quality training programs.
- Heads training department with 4 LOBs (Financial, Fraud, Dispute and Back Office) and manages 11 trainers
- Collaborates with different stakeholders and successfully delivers classes for more than 500 FTE every ramp season
- Pioneered training in Chicago, IL for Omnichannel LOB that resulted to growth expansion
- Facilitated RCA and Gap Analysis workshop to trainers that accelerated training productivity when there is no class.
- Launched Innovation Project for new hires that resulted to 100% satisfaction rating in training experience.
- Improved process on cascading client updates and this reduced potential errors and escalations in agent performance.
- Strengthened the Ops-Training-TA's validation process in hiring new hires, which reduced training attrition.ion.
- Conducted needs assessments to identify gaps in training, and developed targeted training solutions, improving employee performance and job satisfaction.
- Facilitated advanced training sessions and workshops, focusing on leadership development, process improvements, and industry best practices.
- Established QA Process Documents that resulted to improved scores in TQ Maturity Audit/COPC
- Established QA Dashboard that became the main source of performance reference by Ops stakeholders in terms of performance defects from Nesting to Production
- Established Throughput Dashboard that became the attrition reference in agent lifecycle.
Sr Trainer
Convergys
Quezon City, Philippines
02.2014 - 06.2018
- Pioneered Training for Omnichannel and Fraud LOBs in Arizona, Florida, QC, Nuvali and Davao that resulted to program's growth expansion.
- Coordinated with clients to enhance training materials that led to uploading the project in client's database.
- Launched a mentoring program for 41 trainers that resulted to trainer's alignment on business goals and enhancecd leadership skills.
- Delivered classroom facilitation with 100% certification rate
Education
Bachelor of Arts - Communications
University of The Philippines
Baguio City, Province Of Benguet, Philippines04-2008
Skills
- Customer Success
- Data Analysis
- Change Management
- Data-driven decision making
- Cross-functional collaboration
- Training Program Development
- AI-driven Strategy
- Client satisfaction enhancement
- Project Management
Certification
- NetSuite AI Foundations
- Oracle Cloud Infrastructure AI Foundations
- Oracle Generative AI
- Project Management Foundation
- Kaizen Professional
- Yellow Belt, Six Sigma
Timeline
Learning Management and Engagement Strategist
Oracle NetSuite
12.2024 - Current
Manager - Training and Quality
Concentrix
07.2022 - 04.2024
Training Supervisor
Concentrix
07.2020 - 06.2022
Sr Trainer
Convergys
02.2014 - 06.2018
Bachelor of Arts - Communications
University of The Philippines