Geneil Sta Ana
Training Development Officer
Imus,CAV
Summary
Highly-qualified and results oriented Training Officer with an 11-year track record of improving employee performance through effective training programs
Technologically-savvy and proficient in virtual training software such as Zoom and Microsoft Teams
Intuitive and focused on identifying and meeting training requirements through high-quality training programs
Successful at consulting with program leaders and partners, and relating to employees of all backgrounds
Prepared to apply 12 years of experience to a new role with a growth-oriented company
Confident training leader with demonstrated planning, organizational and leadership abilities focused on Global Communication and Customer Experience
Highly effective at educating people at all skill levels.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Training Development Officer
ePerformax Contact Centers and BPO
Pasay, Metro Manila
03.2018 - Current
- Instructional design expert with experience in all phases og ADDIE
- Managed training processes for more than 2700 employees each year.
- Worked directly with a team of Trainers across all of the company’s sites.
- Worked with various stakeholders and clients to identify training needs and develop training solutions to improve performance
- Partnered with program to facilitate both short term and long term solutions to bridge performance gaps
- Identified training needs and planned classes accordingly.
- Adjusted instructional strategies according to teammate needs
- Implemented new learning strategies depending upon employees' skill levels.
- Designed and developed global communications training and customer experience training based on top gaps and areas that impact performance
- Created in-depth contact handling playbooks for all program employees.
- Created training on how to facilitate virtual classes and how to gain more engagement and participation among learners for facilitators
- Facilitated Train the Trainer sessions through demonstrations, meetings, conferences and workshops.
- Selected and assigned instructors to conduct specific training programs.
- Evaluated success of training programs and recommended improvements to program leaders to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Tested all training software and hardware prior to commencing training programs.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Analyzed effectiveness of training programs at all levels and recommended updates.
Provincial Partnership Lead
ePerformax Contact Centers & BPO
Pasay, Metro Manila
01.2015 - 03.2018
- Worked flexible hours in various locations in the Philippines for 3 years with the objective of finding the strongest partnerships and the best location to put up the company's 3rd site
- Organized and lead recruitment activities to establish partnerships with schools, local governments and other community partners in various strategic locations in the Philippines
- Facilitated Global Communications Training and Free Call Center Workshops in various strategic locations in the Philippines
- Consulted for partner colleges and universities in improving the way English is taught
- Monitored performance of new hires from various provincial locations by conducting FGDs, live monitoring and performance evaluations
- Partnered with Program Directors, Managers, Supervisors and Coaches to ensure that provincial hires meet and exceed performance standards
- Supervised a team of Global Communications Trainers facilitating training in all provincial locations
- Supervised a team of Recruitment Leads to maintain footprint in all provincial locations
- Lead the sourcing, hiring, training and onboarding of call center newbies in all provincial locations
Global Communication Trainer - Level 2
ePerformax Contact Centers and BPO
Pasay, Metro Manila
08.2010 - 01.2015
- Facilitated Global Communications training for new hires
- Evaluated readiness of teammates before placing them in program specific training
- Developed lessons focused on communications and soft skills
- Evaluated readiness of applicants and identified their training needs prior to joining the company
- Used coordination and planning skills to achieve results according to schedule.
- Collaborated with program training teams to achieve identify job fit.
Community Support Agent
ePerformax Contact Centers and BPO
Pasay, Metro Manila
09.2009 - 08.2010
- Worked as a financial support teammate.
- Assisted customers with product concerns and processes based on stated needs.
- Resolved diverse range of customer issues across areas in the payment platform and made sound recommendations and workarounds for unusual scenarios
- Consistently participated in call listening sessions and shared insights on contact handling best practices
- Lead team huddles and shared best practices for top contact drivers that helped the team maintain top performance
Education
Bachelor of Science - Industrial and Organizational Psychology
06.2005 - 05.2009
Skills
Instructional design
Employee training and development
Training program design
Training delivery
Training evaluation
Training needs analysis
ADDIE
Planning and Coordination
Verbal and written communication
Accomplishments
- Global Communication Training Enhanced Curriculum.
- Developed and facilitated an enhanced curriculum for ePerformax’s new hire training with lessonsfocused on Foundational Grammar Skills, Customer Service, Advanced Grammar and Vocabulary,Cohesion and Coherence, Relevance and Completeness, Pronunciation, Tone and Timing.
- Developed and facilitated certification materials for communication competencies outlined in the GlobalCommunications Training Enhanced Curriculum.
- Developed an assessment that measures proficiency in foundational communication skill areas thatimpact job performance.
- Collaborated with various departments and department leaders for the implementation of processesand trainingProgram Specific Training.
- Analyzed trainer performance gaps, developed and facilitated training to help trainers enhance theirfacilitation skills as well as their ability to address communication gaps in the first 30 days of trainees inthe program.
- Developed a certification material to evaluate post training performance.
- Developed a workshop for Trainers in addressing and coaching top gaps in different places in productspecific training.
- Revised Training materials for programs per request.
Timeline
Training Development Officer - ePerformax Contact Centers and BPO
03.2018 - Current
Provincial Partnership Lead - ePerformax Contact Centers & BPO
01.2015 - 03.2018
Global Communication Trainer - Level 2 - ePerformax Contact Centers and BPO
08.2010 - 01.2015
Community Support Agent - ePerformax Contact Centers and BPO
09.2009 - 08.2010
Polytechnic University of The Philippines (PUP) - Bachelor of Science, Industrial and Organizational Psychology
06.2005 - 05.2009