Filson Granado
Training Manager
Quezon City, Metro Manila
Summary
7+ years in the BPO space focused on Leadership & Development, Process Improvement, Curriculum Development and Creation, Facilitation, Employee Engagement, Analytics and Risk Management. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
15
15
Certifications
Work History
Assistant Manager - T&Q, OPS, WORKFORCE
WNS
04.2021 - Current
- Assisted in development and creation of standard culture and communication skills training program for new employees focused at domain expertise and cultural sensitization.
- Reformulated existing new hire training curriculum for Insurance for voice and non-voice processes and standardized all training processes which was used to assess new hires in job fitment within the insurance sector.
- Assisted in the creation of a program’s New Hire Certification process and led the completion of new hire evaluations after which conducted post NH analysis to measure training and certification effectiveness post launch.
- Spokesperson in terms of process and governance improvements.
- Expertise in home, contents and insurance/financial process and created specialized training plans to address agent performance and process improvement activities.
- Interviews and profiles potential candidates best fit for the tasks based on their current skill level and for the job description required.
- Supported Quality, Operations and Workforce in reviewing and updating existing program curriculum, task delegation and adherence.
Operations Team Leader
transcosmos Asia Philippines Inc.
08.2020 - 04.2021
- Reduced expenses with strategic budget planning and cost-effective resource allocation.
- Boosted employee morale with proactive recognition programs, ultimately improving retention rates.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
Operations Team Leader
Concentrix
07.2016 - 06.2020
- Multi-LOB and Multi-Region support
- Reduced expenses with strategic budget planning and cost-effective resource allocation.
- Boosted employee morale with proactive recognition programs, ultimately improving retention rates.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Collaborated with other departments on cross-functional initiatives aimed at enhancing overall business performance.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Spearheaded process improvements that led to reduced errors and increased accuracy in task execution.
Senior Training Specialist
Concentrix
06.2018 - 06.2019
- Voice and Non-Voice trainer
- Communications trainer.
- Streamlined onboarding processes, resulting in reduced time for new hires to reach full productivity.
- Partnered with Human Resources to align talent development strategies with overall business objectives.
- Conducted regular assessments of employee skill levels, using findings to guide future program development efforts.
- Led cross-functional teams to create company-wide training initiatives, fostering a culture of continuous learning.
- Increased employee retention through engaging and relevant training materials.
- Developed customized e-learning modules for remote employees, expanding access to vital training resources.
- Mentored junior trainers, enhancing their skills and increasing team efficiency.
Senior Quality Analyst
Concentrix
06.2017 - 06.2018
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Facilitated open lines of communication between departments, fostering a culture of continuous improvement and shared accountability for product performance.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
Customer Service Representative
Concentrix
07.2016 - 06.2017
Customer Care Representative
SYKES Philippines
04.2016 - 06.2016
Technical Support Representative
Teleperformance
01.2016 - 03.2016
Education
Prep to Highschool -
Sacred Heart School Kingdom of Bahrain
Bahrain 01.2000 - 04.2013
Bachelor of Science - BS - Computer Science
STI College
Cubao Quezon City05.2015
Skills
Career Management
Lean Six Sigma
Instructor-led Training
Customer Relationship Management (CRM)
Learning Management Systems
Process Improvement
Property and Casualty Insurance
Training & Development
Project Governance
Project Management
Task Delegation
Recruiting and interviewing
Product and service knowledge
Employee Performance Evaluations
Certification
Six Sigma Yellow Belt - Concentrix
Honors And Awards
- CNX Q4 Rockstar 2019 - Concentrix
- Top Courier Teamleader
- CNX Q4 Rockstar 2018 - Concentrix
- Top Account Trainer
- WNS Certified Trainer - WNS Leadership & Development
- VILT Star - WNS
Timeline
Assistant Manager - T&Q, OPS, WORKFORCE
WNS
04.2021 - Current
Operations Team Leader
transcosmos Asia Philippines Inc.
08.2020 - 04.2021
Senior Training Specialist
Concentrix
06.2018 - 06.2019
Senior Quality Analyst
Concentrix
06.2017 - 06.2018
Operations Team Leader
Concentrix
07.2016 - 06.2020
Customer Service Representative
Concentrix
07.2016 - 06.2017
Customer Care Representative
SYKES Philippines
04.2016 - 06.2016
Technical Support Representative
Teleperformance
01.2016 - 03.2016
Prep to Highschool -
Sacred Heart School Kingdom of Bahrain
01.2000 - 04.2013
Bachelor of Science - BS - Computer Science
STI College