JAYSON RABOSA
Learning Experience Leader
San Niccolas,Ilocos
Summary
7 YEARS OF BPO EXPERIENCE | Customer Service | Training and Performance Improvement | Back office Support |Sales and Marketing.
Enthusiastic trainer eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of company goals and exceeding expectations in training new hires . Motivated to learn, grow and excel in learning and development industry
Overview
7
7
years of professional experience
Work History
Learning Experience Leader
TaskUS
San Fernando City
03.2018 - Current
- Facilitate new-hire onboarding training and product training.
- Handles upskilling training classes
- Analyze client's existing training materials and provides recommendation right fitting to our learners
- Closely working with clients to provide observation that could help in maintaining the business – From training to Operations
- Plan training logistics for our up-coming new hire classes and conversion class.
- Working with the Manager and Training director for the trainer's schedule to meet our operation and client demand.
- 1:1 with the campaign’s Senior Operations manager for our teammates developmental plan.
- Campaign site’s training lead for 4 months to our La Union site – providing real-time support to operations and delivering client training request
- Conducts training needs analysis and take action based on the test result.
Training Auditor
ALORICA TELESERVICES, INC, T-Mobile Gen Care
San Nicolas, Ilocos Norte
02.2017 - 02.2018
- Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on effectiveness of training and agent preparedness.
- Audit NHDBs- New-Hire Database for each classes for two sites (Ilocos & MJ Plaza)
- Responsible in driving completion of continuing education(CE courses) for both sites
- Attends client call that involves improving training facilitation
- Tracks productivity and billable hours of our trainees.
- Safe keeping of all testing mobile devices for our telco account – Ilocos site
- Final interviewer - Conducted final interview for applicants profiled for our campaign (On-Site and Off-site)
Product Trainer
ALORICA TELESERVICES, INC, T-Mobile Gen Care
San Nicolas Ilocos Noorte
08.2016 - 02.2017
- Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology.
- Supervise agents through training classes and A-Bay and assists in the successful integration of agents into Operations.
- Oversee agent performance management by evaluating performance and delivering coaching in New Hire Training and A-Bay.
- Assesses training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content.
- Comply & participate in the Company’s Trainer Coaching and Development Program and completes action plans created to focus on trainer performance improvement & grow job skills.
- Provides additional one-on-one training and coaching support to agents that need additional focus.
- Prepare training reports for Training and Operations to record training milestones and progress, as required.
- Handles a team in the absence of their team manager.
Training Assistant
ALORICA TELESERVICES, INC, T-Mobile Gen Care
San Nicolas, Ilocos Norte
01.2016 - 07.2016
- Co-facilitate with the trainer in running Product Specific Training
- Prepares training materials needed in each class and handles all class admin reports
- Conduct new policy roll out both training and production
- Coaching learners to drive performance
- Conduct follow-up one-on-one training when necessary
- Conduct refresher training sessions
- Attend training and quality assurance meetings
- Conducts phone time when not facilitating a class or assisting with other training duties
Customer Service Representative
ALORICA TELESERVICES, INC, T-Mobile Gen Care
San Nicolas, Ilocos Norte
04.2014 - 12.2015
- Assists customers with general inquiries
- Handles billing related call type
- Supports basic troubleshooting for smartphones
- Assists customers with handset and accessory purchases
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Elementary Nabaccayan Elementary School
Nabaccayan, Gattaran, Cagayan 06.1997 - 01.2004
Secondary Calaoagan Dackel National High School
Calaoagan Dackel, Gattaran, Cagayan 06.2005 - 01.2009
Bachelor of Science - Information Technology (Laderized)
Cagayan State University
Sta. Maria, Lalo-lo, Cagayan 06.2009 - 03.2012
Skills
Leadership experience
Excel and PowerPoint
Project implementation
Training program development
Classroom expertise
Online training experience
Employee training
Report preparation
Google Suite
Timeline
Learning Experience Leader
TaskUS
03.2018 - Current
Training Auditor
ALORICA TELESERVICES, INC, T-Mobile Gen Care
02.2017 - 02.2018
Product Trainer
ALORICA TELESERVICES, INC, T-Mobile Gen Care
08.2016 - 02.2017
Training Assistant
ALORICA TELESERVICES, INC, T-Mobile Gen Care
01.2016 - 07.2016
Customer Service Representative
ALORICA TELESERVICES, INC, T-Mobile Gen Care
04.2014 - 12.2015
Bachelor of Science - Information Technology (Laderized)
Cagayan State University
06.2009 - 03.2012
Secondary Calaoagan Dackel National High School
06.2005 - 01.2009
Elementary Nabaccayan Elementary School
06.1997 - 01.2004