Grace Ayson
Learning Delivery Director
Porac, Province Of Pampanga
Summary
Accomplished Learning Delivery Director with a proven track record at Alorica Philippines Inc., specializing in driving operational improvements and strategic planning. Expert in project management and team leadership, significantly enhancing training programs and leadership development. Demonstrates exceptional mentoring skills and stakeholder engagement, achieving notable improvements in business performance.
Overview
18
18
years of professional experience
Work History
Learning Delivery Director
Alorica Philippines Inc.
Clark, Pampanga
01.2019 - 03.2025
- Lead operational improvement initiatives in New Hire training and continuous learning strategies within the organization. Managed 29 programs across different verticals.
- Manage, design, develop and implement training programs that align with the organization's goals and objectives.
- Led innovative improvement initiatives to advance operational efficiencies and increase revenue.
- Collaborates with internal and client stakeholders in implementing leadership and development strategies and implementation of changes in the organization to drive innovation and operational efficiencies.
- Ensures consistency and assess effectiveness in the delivery of training standards, oversee planning and development of new training programs and ensures alignment with business overall strategies and objectives.
- Lead organizational transformation by partnering with departmental leaders in ensuring process execution of training initiatives and leadership and development programs to achieve desired results and improve overall business performance.
Senior Training Manager
Alorica Clark Philippines Inc
Clark, Pampanga
10.2014 - 12.2018
- Day to day management of training operations across multiple sites and programs. Implemented innovative instructional design techniques and learning strategies for effective content delivery.
- Works with senior leadership to develop training plan, budget and strategic planning to monitor and improve performance of new hires. Partners with stakeholders to upskill existing employees.
- Coordinates with clients on deployment of any change management process.
- Performs training needs analysis on program performance in order to provide recommendations and necessary trainings and improvement plans.
- Works with Recruitment and strategic onboarding team to ensure process alignment and controls are in place to manage throughput, retention, performance and trainee experience.
Service Delivery Manager
Expert Global Solutions
Clark, Pampanga
12.2011 - 10.2014
- Managed multiple lines of business with approximately 600 employees. Oversee and improve delivery of services to the clients, ensuring compliance to contractual obligations and SLAs.
- Track and analyze client performance metrics and drive performance towards company goals by establishing a culture of continuous improvement and leadership development. Maintains a strong relationship with clients by managing service related issues and inquiries.
- Collaborate with cross-functional teams to ensure seamless service delivery and foster partnership among different departments.
- Manage service delivery costs and ensures that program is meeting financial targets.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Operations Manager
Expert Global Solutions
Clark, Pampanga
05.2011 - 11.2011
- Spearhead program initiatives to improve performance on critical metrics.
- Managed approximately 100 employees supporting multiple lines of businesses.
- Publish daily, weekly, monthly, and year to date statistics. Coaches and develops a group of Team Managers and/or agents in all aspects of their job through regular monitoring and feedback.
- Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.
Quality Supervisor
NCO Clark Philippines Inc.
Clark, Pampanga
05.2009 - 04.2011
- Supervised 12 Quality Specialists involved in call quality inspection, quality control procedures and coaching compliance.
- Coordinates the activities required to meet quality standards. Promotes quality achievement and performance improvement throughout the organization.
- Sets QA compliance objectives and ensure that targets are achieved.
- Spearhead quality initiatives to address pain points and work with cross functional teams in the implementation and inspection of the initiatives
Quality Assurance Specialist
NCO Clark Philippines Inc
Clark, Pampanga
11.2008 - 05.2009
- Provide feedback that is specific and constructive and encourage all team members to enhance customer satisfaction by addressing issues promptly and provide effective resolution.
- Provide regular updates to leadership team on quality metrics and KPI analysis by communicating trends, successes, opportunities and recommendations.
- Ensure product compliance with client regulations by staying up-to date on relevant quality standards and guidelines, implementing necessary changes to maintain conformance and drive performance improvement.
Customer Service Representative
NCO Clark Philippines Inc.
Clark, Pampanga
05.2008 - 11.2008
- Identify and resolve customer complaints and issues, ensuring satisfactory outcome and maintaining customer loyalty.
- Provide informed recommendations and support to customers.
- Assist customers in processing orders and managing account related requests.
Customer Service Representative
People Support Inc.
Makati City, Metro Manila, Philippines
08.2007 - 02.2008
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Medical Technology
University of Baguio
Baguio City, Province Of Benguet, Philippines03-2006
High School Diploma -
Capas High School
Capas, Province Of Tarlac, Philippines03-2002
No Degree -
Maligaya Elementary School
Tarlac City, Province Of Tarlac, Philippines03-1998
Skills
- Project management
- Performance management
- Team leadership
- Mentoring skills
- Stakeholder engagement
- Coaching skills
- Resource management
- Process improvement
- Leadership development
- Strategic planning
Certification
- Six Sigma Certification
- Interviewing Skills Workshop and QBQ
- Operational Excellence
- Business Support Training
- Business Owner Mindset
- Bankable Leadership
- Principles of a Collaborative Workplace
- Emotional Intelligence
- Service and Sales Process
- IPT and BIC Training
- Coaching Essentials
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Learning Delivery Director
Alorica Philippines Inc.
01.2019 - 03.2025
Senior Training Manager
Alorica Clark Philippines Inc
10.2014 - 12.2018
Service Delivery Manager
Expert Global Solutions
12.2011 - 10.2014
Operations Manager
Expert Global Solutions
05.2011 - 11.2011
Quality Supervisor
NCO Clark Philippines Inc.
05.2009 - 04.2011
Quality Assurance Specialist
NCO Clark Philippines Inc
11.2008 - 05.2009
Customer Service Representative
NCO Clark Philippines Inc.
05.2008 - 11.2008
Customer Service Representative
People Support Inc.
08.2007 - 02.2008
Bachelor of Science - Medical Technology
University of Baguio
High School Diploma -
Capas High School
No Degree -
Maligaya Elementary School