HYACINTH ANN ORLASAN
Cagayan De Oro, Province Of Misamis Oriental
Summary
Training professional with strong focus on team collaboration and achieving results. Known for adapting to changing needs and ensuring reliable performance. Skilled in instructional design, curriculum development, and effective communication. Prepared to drive impactful training programs and support organizational goals. In providing comprehensive communication and quality call handling mentoring and coaching to prepare new hires and newly endorsed individuals in reaching their potentials.
Overview
13
13
years of professional experience
Work History
Assistant Training Manager
Teleperformance Philippines
08.2024 - Current
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Promoted a positive learning environment through effective communication strategies and fostering collaboration among team members.
- Provided one-on-one coaching for Trainer struggling with specific job tasks or responsibilities, leading to improved performance.
- Developed customized training materials and resources to address specific skill gaps within the organization.
- Evaluated emerging trends in workplace learning methods and technologies, recommending relevant updates to existing programs.
- Implemented a train-the-trainer model that empowered team leaders to conduct ongoing internal skill-building sessions.
- Established key performance indicators for all training initiatives, monitoring success against these metrics regularly.
- Directed training programs and development paths for managers and supervisors.
- Managed to conduct coaching, training, and performance improvement actions.
- Implemented new learning strategies depending upon employees' skill levels.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with department managers to assess training needs and develop targeted solutions.
- Assisted Training Manager in recognizing top talent and developing succession plans to ensure organizational growth and continuity.
Trainer
Teleperformance Philippines
10.2021 - 08.2024
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
Customer Service Representative
Teleperformance Philippines
02.2018 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Teleperformance Philippines
09.2016 - 04.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
HR Assistant
PADLA Security Services Inc.
02.2013 - 06.2016
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Processed employee termination paperwork at direction of supervisory staff.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
HR Associate
Mindanao Energy Systems Inc. (MINERGY)
05.2012 - 02.2013
- Managed employee relations issues, fostering a harmonious and inclusive workplace culture.
- Promoted open communication channels between employees and management, addressing concerns proactively to maintain high morale levels within the organization.
- Maintained up-to-date knowledge of industry trends and best practices, continuously seeking opportunities to enhance HR processes for greater organizational effectiveness.
- Coordinated benefits administration tasks, effectively communicating updates to employees while maintaining confidentiality standards.
- Implemented efficient record-keeping systems, ensuring easy access to critical documents while adhering to data privacy requirements.
- Established strong relationships with external partners, expanding the company''s talent pool for future growth opportunities.
Education
Master of Arts - Management Major in Human Resource Management
Liceo De Cagayan University
Cagayan De Oro, Province Of Misamis Oriental, PhilippinesBachelor of Science - Psychology
Mindana State University
Marawi City, Province Of Lanao Del Sur, Philippines04-2012
Skills
- E-learning development
- Diversity and inclusion
- Task delegation
- Mentoring and Coaching
- Training facilitation
- Interpersonal communication
- Proficient communication skills
- Excellent English written skills
- Proven administrative skills
- Proven customer service skills
- Inbox Management
- Reporting and Monitoring
- Can work with less supervision
- Compliance
- Teamwork and collaboration
- Time management
- Multitasking
- Attention to detail
- New hire on-boarding
- Leadership development
- Coaching and mentoring
- Conflict resolution
- Employee training
- Appointment scheduling
- Professionalism
- Customer inquiry and response
- Time management abilities
Accomplishments
- Recognized as a TOP Trainer for the Month of September 2024
- NTDC Certified for Trainers
- Certified for Global L&D Managers and Below
- SFT (Supervisor Foundation Training) Certified
Timeline
Assistant Training Manager
Teleperformance Philippines
08.2024 - Current
Trainer
Teleperformance Philippines
10.2021 - 08.2024
Customer Service Representative
Teleperformance Philippines
02.2018 - 10.2021
Technical Support Representative
Teleperformance Philippines
09.2016 - 04.2018
HR Assistant
PADLA Security Services Inc.
02.2013 - 06.2016
HR Associate
Mindanao Energy Systems Inc. (MINERGY)
05.2012 - 02.2013
Master of Arts - Management Major in Human Resource Management
Liceo De Cagayan University
Bachelor of Science - Psychology
Mindana State University
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