Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Jericho Asuncion

Jericho Asuncion

Marikina City

Summary

A seasoned Learning & Development professional with over 2 decades of experience in employee onboarding and training, leadership and talent development, instructional design and organization development. Experienced in conceptualizing, creating and delivering end to end learning journeys of people across all levels of the organization. A Professional Coach trained under the International Coach Federation (ICF).

Overview

23
23
years of professional experience
1
1
Certification

Work History

Learning Experience Director

TaskUs
03.2022 - Current
  • Leads the Learning Experience department, managing the initiation, development, and implementation of the training department's initiatives and drives best in class training programs with 60 Learning Experience Managers and Learning Experience Leaders supporting multiple campaigns and geographies (South East Asia, North and Latin America, India, Croatia and Greece).
  • Created and implemented an end-2-end leadership and talent development program which includes: framework, curriculum, delivery, and evaluation.
    - Trained over 2,000 leaders within 1 year since launch with a 9.8 out of 10 participant satisfaction rating and a 29.2 improvement on eSAT Parameter: “I receive sufficient training, feedback and coaching opportunities to be successful” (from H1 2023 54.1 to H2 2023 83.3).
  • Proactively explores the specific learning needs of each department and campaign and works in tandem with department leaders to deliver necessary materials related to skills mastery and the broader business objectives, including, but not limited to compliance modules.
    - Deployed a speed to proficiency (STP) project that includes establishing continuous learning interventions and performance improvement initiatives for new-hires that reduced average time to proficiency by 24% (from 90 to 68 days).
    - 100% timely completion of mandatory compliance modules for new-hires and tenured employees
  • Provides campaign specific training that is sufficiently technical but also engaging across a variety of client portfolios - customer service, financial and fintech, technical support, back-office, social media and content moderation, retail and sales, across various platforms including voice, chat, messaging and email.
    - Gamified new-hire onboarding and training and leadership development.
  • Plans total Training policies, programs, new testing tools, methods, and systems to ensure products and services meet quality standards

Head of Learning and Development

[24]7.ai
12.2006 - 03.2022
  • Led the strategic implementation, development, delivery and evaluation of the end to end learning journeys for frontline staff as well as leadership development for the organization.
  • Facilitated the development and delivery of training for clients including industries and processes involving Telco general billing and enquiries, technical support, financial services, sales and chat support, retail and health care.
  • Led the global team to design and deploy training and certification for the cloud-based products of [24]7.ai
  • Drove Digital Training for [24]7.ai through the inception of an Instructional Design and Educational Technologies team that develops and executes multimedia design and production for integrated curriculum development projects for the organization. Deployed blended virtual training framework and solution for business continuity during the pandemic
  • Developed and implemented a blended and holistic training curriculum for frontline staff, including its transition process into Operations aimed at shorter speed to competency
  • Spearheaded the design and development of performance management and development system, and assessing and developing organizational capabilities
  • Managed financial aspects of training including evaluation of training initiatives and utilization of training budget
  • Led a 40-strong Learning and Development Team that includes 3 training managers, 1 instructional design manager and 36 trainers and instructional designers.

Performance Specialist (Consultant)

Convergys Corporation
06.2006 - 12.2006
  • Partnered with clients and internal customers to drive efficiencies through content, blended learning and technology for Clients and Operations in servicing existing business and developing prospective business.
  • Identified strengths and/or gaps in the business initiative that could impact desired business results and recommended various alternatives and solutions.
  • Strategic client-facing to drive changes to training processes to improve agent experience and performance.
  • Led an initiative to establish a stronger communication and product-specific integration to shorten the learning curve when they hit the floor and increase 30-day out-of-training CSAT scores of agents.

Training Manager

Convergys Corporation
09.2004 - 06.2006
  • Contributed to the assessment, analysis, planning, design and delivery training initiatives.

Program Specific Trainer

Convergys Corporation
08.2003 - 08.2004
  • Conducted Client Specific New-Hire and continuing education training to Technical Customer Care Representatives

Technical Trainer/Team Officer-in-Charge

eTelecare International
12.2002 - 07.2003
  • Conducted Client Specific and Floor Training to new-hire and seasoned Technical Support Representatives

Subject Matter Expert (SME)

eTelecare International
12.2001 - 11.2002
  • Provided floor support and uptraining to agents

Customer Service Associate

eTelecare International
09.2001 - 11.2001
  • Provided telephony customer service to customers of a leading financial services company

Education

Diploma in Organization Development -

Ateneo De Manila University
2019

BA Political Science -

University of The Philippines Manila
2001

Skills

  • Learning and Organization Development
  • Instructional Design and Blended Learning
  • Strategic Leadership
  • Operational Excellence
  • Client and Stakeholder Management
  • Relationship Building and Collaboration
  • Excellent Communication Skills
  • Project Management
  • Data Analysis and Storytelling
  • Global and Multi-cultural Team Leadership

Certification

  • Certified Accelerated Coach, International Coach Federation (ICF)
  • Asian Institute of Management (AIM) Basic Management Program, 2012
  • Stephen Covey’s 4 Disciplines of Execution, 2012
  • Leadership Summit (Sydney, Australia), 2008
  • Future Leaders Program (Cincinnati, OH, USA), 2006
  • Six Sigma Greenbelt Certification, 2006
  • Adult Learning Methodologies from Ateneo CORD, 2004

Timeline

Learning Experience Director

TaskUs
03.2022 - Current

Head of Learning and Development

[24]7.ai
12.2006 - 03.2022

Performance Specialist (Consultant)

Convergys Corporation
06.2006 - 12.2006

Training Manager

Convergys Corporation
09.2004 - 06.2006

Program Specific Trainer

Convergys Corporation
08.2003 - 08.2004

Technical Trainer/Team Officer-in-Charge

eTelecare International
12.2002 - 07.2003

Subject Matter Expert (SME)

eTelecare International
12.2001 - 11.2002

Customer Service Associate

eTelecare International
09.2001 - 11.2001

Diploma in Organization Development -

Ateneo De Manila University

BA Political Science -

University of The Philippines Manila

Similar Profiles

CREATE PROFILE
Jericho Asuncion