DIANA CLARISSE RETUYA
Bacoor City
Summary
Training professional with proven experience in staff development and program management seeking a Training Manager role. A top-performing officer known for delivering impactful training solutions that align with business objectives. Strong focus on team collaboration and development adapting to evolving needs, ensuring reliable performance and consistent results. Eager to apply leadership skills to guide a training team and align learning initiatives with company goals.
Overview
16
16
years of professional experience
Work History
Training Officer
Citigroup Business Process Solutions
06.2022 - Current
- Facilitated onboarding sessions for new hires, ensuring smooth integration into company culture.
- Evaluated training programs for effectiveness, recommending improvements based on feedback.
- Collaborated with department heads to identify training needs and align resources accordingly.
- Coordinated logistics for training sessions, managing schedules and participant communications.
- Led workshops aimed at improving team collaboration and performance metrics across departments.
- Balanced multiple responsibilities simultaneously in a fast-paced environment, prioritizing tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Conducted regular assessments of existing training programs, making adjustments as necessary to maintain effectiveness and relevance.
- Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.
- Supported career advancement for employees through personalized coaching and mentoring sessions.
- Maintained accurate records of all completed trainings, ensuring compliance with industry regulations and standards.
- Championed a culture of learning and development within the organization, promoting continuous growth and improvement for all employees.
- Trained and mentored people to fulfill various roles.
- Maintained data of the training team with timeliness and accuracy.
Escalations Officer
Citigroup Business Process Solutions
12.2017 - 05.2022
- Manages escalations for credit card accounts while creating a healthy relationship between the bank and the clients.
- Analyzes root causes of problems and provides the best possible resolutions that can't be addressed on the level 1 calls.
- Provides assistance on making financial adjustments on accounts whenever necessary.
- Provides assistance to representatives regarding product specific questions during the call.
- Establishes the most effective decision on every situation to ensure client's satisfaction while adhering to compliance.
- Attends meetings on product specific improvements and calibration to deliver best results.
- Mentors representatives on training by presenting information and guides them on basic call handling.
Customer Solutions Officer
Citigroup Business Process Solutions
02.2012 - 12.2017
- Inbound representative for sales and customer service
Financial Collections Specialist
Convergys Philippines
01.2010 - 01.2012
- Inbound representative for credit cards
- Escalations Officer
Education
Bachelor of Science in Business Administration - Marketing and Advertising Management
De La Salle University- Dasmarinas
03.2010
Skills
- Communication skills, Fluent in the English language
- Microsoft Office applications, MS Word, MS Excel, MS Powerpoint
- Public Relations
- Facilitation techniques
- Technical training
- Training delivery
- Adult learning theory
- Leadership development
- Documentation and recordkeeping
- Training program development
- Relationship building
- Train-the-trainer
- Project implementation
- Attention to detail
- Data governance
- Decision-making
- Problem-solving abilities
- Marketing and advertising concepts
References
Max Cervantes, 0917-159-0986, Training Manager, Citigroup Business Process Solutions
GET IN TOUCH WITH ME
- Address: Blk 69 Lot AN-1 4th St. Phase 4 Elisa Homes, Molino IV, Bacoor City, Cavite, Philippines
- Mobile: 0906-203-1147
- Email Add: Diane.retuyai6@gmail.com
Timeline
Training Officer
Citigroup Business Process Solutions
06.2022 - Current
Escalations Officer
Citigroup Business Process Solutions
12.2017 - 05.2022
Customer Solutions Officer
Citigroup Business Process Solutions
02.2012 - 12.2017
Financial Collections Specialist
Convergys Philippines
01.2010 - 01.2012
Bachelor of Science in Business Administration - Marketing and Advertising Management
De La Salle University- Dasmarinas