RENATO Jr. DEL ROSARIO
Learning and Leadership Development
Las Pinas
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
19
19
years of professional experience
Work History
L&D Site Head – Manila (Senior Manager capacity)
eClerx Philippines Inc
05.2019 - 02.2025
- Responsible for overall site leadership development and training operations
- Responsible for end-to-end Learning and Development processes and initiatives covering Onboarding/Induction, Process Training, Leadership Development, Corporate Training, Operational Excellence, Online Learning, and Continuous Improvement
- Develops and Manages all virtual and onsite events, partnering with the company’s marketing and communications team
- Consults and partners with senior leadership, and executives, to establish training needs for career progression, regulatory requirements, and development of high talent in the organization which leads to formalized career pathing, and training progression for job promotion
- Develops and Manages the L&D department budget for Learning and Development events ranging from Php300,000 to Php1M
- Leads a team of 2 Leadership Trainers, and 3 Product Trainers with projects covering all tenure levels and capacities
- Formerly Personiv Manila (AGR Philippines Inc.)
Manager - Training and Quality
SafetyCulture Philippines Inc.
07.2018 - 05.2019
- Conceptualized, Built, and Implemented the SafetyCulture Training (TMS) and Quality (QMS) Management systems
- TMS - covers all Training-related activities from New Hire Onboarding, until post Nesting measurement (90 days)
- QMS - built all essential quality processes covering audit frequency, root cause analysis, coaching, and action planning
- Also built and implemented reporting systems for both TMS and QMS in a Dashboard format
- Responsible for employee development spanning a team of 3 Training and Quality Supervisors with current coverage of 21 FTE (Operations) for the Manila Site
- Coordinates with 3 regional partners (AUS, EU, NA) to ensure calibrated processes and procedures on Training and Quality systems globally
- Lead process champion on product and process updates for Manila
- Leads performance management implementation for current advocates (agents) to ensure a high standard of performance aligned with SafetyCulture values
- Reports to Training Director and partners with Leadership Development Manager
Manager - Organizational Development and Product Specifics (Manila and Taiwan)
TaskUs Inc.
08.2015 - 06.2018
- Co-built the TaskUs Organizational Development function as growth from an existing, but non-standardized leadership development group within the company
- Responsible for overall leadership development and training operations with a span of 4 sites (BGC, Cavite, Batangas, and Taipei-Taiwan) covering a total talent pool of 7000 FTE
- Reports to the Site VP and co-built the foundational structure of TaskUs OD
- Developed and launched the TaskUs Team Leader Academy - a 5-month certification course for team leaders with an adaptive curriculum for supervisors. The academy is a competency-based certification that combines performance and behavior aligned with the TaskUs culture and values
- Co-developed and launched the TaskUs OM Academy - the TL Academy’s counterpart for Operations Managers which focuses on higher performance functions and behavioral attributes of a TaskUs OM
- Leads a team of 3 OD Supervisors and 3 Trainers with current supervised projects covering support development, teammate (agent) development, and team lead 101 supplementary courses
- Currently developing micro-learning and leadership snippets as part of supplementary and alternative learning solutions using a combination of web-based/mobile, and LMS platforms as the initial portals
- Spearheading alternative learning solutions as part of the current OD platform revisions, where activities such as martial arts (Aikido), music theory, sports concepts, and gaming technology are being tested as the platform for learning - combined with traditional learning concepts, principles, and theories (Kirkpatrick, Maslows, MBTI) and the like
- The learning platform is still grounded on Learning Needs Analysis and the ADDIE model
- Responsible for continuous development and research on other learning alternatives catering to operations and support groups, topics and courses include (but are not limited to):
- Lunch and Learn - pocket speaker-led sessions covering frontline agents and leaders that promotes occupational health and wellness
- The Leader in You - support session that talks about motivation and the elements of being a true leader
- Lego Serious Play - radical short courses that use Lego as the medium to develop an individual’s skills in root cause, creativity, and problem-solving
- Financial Management - discusses revenue and profit/loss from a support perspective
- The Art of Coaching - using the GROW model certification combined with TaskUs culture
- Successpeak - 'fail first, fail fast'
Training Consultant (Part-time, Home-Based)
Global Quest Offshore Innovations Inc.
02.2015 - 08.2015
- Manages end-to-end training instruction, including creation, modification, and implementation of near-hire, communications, product-specific and continuous improvement training materials
- Specializes in needs Analysis, Design, Development, Implementation, and Evaluation of Training and Development documentation
- Worked on prospective Near Hire training for ABS CBN (The Filipino Channel), IBEX Philippines
- The main contributor in any training-related engagement and decision-making activities concerning Recruitment, Training, and Candidate profiles
- Global Quest Offshore Innovations Inc. is a locally owned, startup offshore solutions provider specializing in Near Hire training, Consultancy Services, and Recruitment
Managed 3 accounts with a total of 6 Lines of Business
Sutherland Global Services
07.2014 - 12.2014
- AT&T ConnecTech – Tech and Sales
- AT&T eCommerce – Click to Chat, Wireline, and Mobility
- Mediacom Chat Services
- Training Manager – AT&T ConnecTech Product and Systems (July – December 2014)
- Handled end-to-end training processes for AT&T ConnecTech, eCommerce, and Mediacom
- Managed training deliverables, initiatives, and performance management
- Coverage of 315 steady HC across all LOBs with a total trainer HC of 6 (1 expert, 1 senior trainer, 4 apprentices)
- Goal: Develop and Enhance Trainer’s competencies in the most engaging and efficient way
- Re-established training processes (New Hire and Update Management) upon ingress and ensured due diligence and governance are constantly met with training leadership and stakeholders
- Planned, developed, and implemented a training initiative framework for bottom quartile management in partnership with Six Sigma Project strategies for the account
- Managed all training-related deliverables for both internal and external stakeholders
- Addressed and discussed Training Needs for strengthening on-floor performance with Service Delivery, Quality, and external stakeholders
- Responsible for ensuring effective roll-out of client-initiated content and product/process updates
- Revised and rolled out New Hire and Nesting processes for eCom to ensure structured curriculum for new hire applicants
- Participated and contributed to weekly and monthly business reviews, including support meetings and client calibration calls
- Initiated and engaged in Recruitment and Human Resource loopback sessions to ensure calibration on hiring profiles to excel in the account
- Ensured contributions to daily engagement activities with stakeholders to keep frontline focus and work-life balance in check
Senior Trainer, Product, and Systems
24/7 Customer Philippines Inc.
12.2008 - 06.2014
- Worked with the following outsourced contracts:
- T-Mobile, United Kingdom
- Time Warner Cable Road Runner Internet Services
- Senior Trainer, Product, and Systems (December 2008 – June 2014)
- Promoted from Trainer, Product, and Systems - February 2011
- Co-Managed 2 Training-initiated projects aimed towards (1) enhanced agent-to-operations deployment; and (2) attrition management
- Trained new hire employees to meet and exceed the standards of 24/7 Customer Inc.’s customer service telecommunications outsource contract
- Trained new hire employees and equipped them with the technical skills necessary to support Time Warner Cable’s technical support consumer base
- Trained up-skilling/continuous improvement courses
- Part of immersion and implementations training for T-Mobile customer service outsource contract
- Authored and/or maintained training material as needed for client and 24/7 Customer Philippines Inc.
- Worked with information technology to increase the functionality of 24/7 Customer Philippines Inc.’s local learning management system
- Implemented the Trainer Apprentice Program, designed to promote and develop potential trainer talent and headcount for seasonal ramps
- Managed an average of 5-8 Trainer Apprentices, currently managing and developing 3 Trainer Apprentices
- Developed and promoted a total of 5 apprentices to full-time Products and Systems trainers
- Responsible for OIC and supervisory tasks as part of a management development role. Tasks include day-to-day team activities/duties, client interaction and operational responsibilities
- Performs analysis and recommendations of team performances in classes and attendance and attrition analysis. Provides recommendations and instruction on the process and/or product improvements
- Monitors training results that include tracking information, costs and effectiveness and feedback for company training programs
- Responsible in implementing and institutionalizing a Rewards and Recognition system leaning on outperformance and loyalty in training and operations
- Participates in business development meetings enabling new and prospective clients to understand Company’s training processes and methods
- Oversees and liaises all training staffing and activities within the department
- Participates in client Quarterly Business Reviews and provides insight and data on attrition, performance, and department initiatives for the quarter
- Provided career motivational talks and career pathing sessions to aspirants
- 24/7 Customer is a US-based company that provides quality customized business process outsourcing services to North America, European and Australian clients.
Training Specialist, Client Specifics
Concentrix Philippines
02.2006 - 12.2008
- Stream Global Services is currently a locally owned customer interaction center that provides after-sales end-user support, sales, customer service, financial services, and multilingual business process outsourcing services for global and local clients
- Had exposure to the following outsource contracts at Stream Global Services -
- DELL ACS (Americas Client Services)
- Intuit (Consumer and Business Enterprise)
- Training Specialist, Client Specifics (November 2006 - December 2008)
- Promoted from VTF-SME (Virtual Training Force-Subject Matter Expert) - July 2007
- Trained new hire employees and equipped them with the technical skills necessary to support DELL’s consumer base
- Trained up-skilling/continuous improvement courses
- Accountable for training room equipment inventory (laboratory workstation and other devices), functionality, and maintenance or replacement of workstations or internal parts
- Authored and maintained training material for clients as a source of additional revenue for the outsource contract
- Co-authored and maintained technical materials and advanced troubleshooting guides for Intuit Quickbooks Enterprise suite (including port mapping, IP and gateway troubleshooting, networking, and wireless fidelity)
- Achieved Dell Systems Certified Expert certification in the following:
- Most hardware desktops and laptops (Dimension, Inspiron, Latitude, Optiplex, Vostro, XPS)
- Printers
- Wireless modules
- Networking modules
- Total of 38 certifications
- Met and maintained client outsource contract training certification on all courses delivered
- Provided peer training and performance coaching as assigned by the supervisor
- Regular attendee of business-wide technical calibration calls
- Served as client liaison during several site visits
- Highly specialized in technical training and troubleshooting (hardware/software)
- Formerly Stream Global Services/eTelecare Global Solutions/Convergys Philippines
Education
Bachelor of Science - Biology
De La Salle University
Manila, Philippines01.1999
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De La Salle Santiago Zobel School
Alabang, Muntinlupa City, Philippines01.1994
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Benedictine Abbey School
Alabang Hills, Muntinlupa City, Philippines01.1990
Skills
- Leadership training and development
- Strategic planning
- Employee development
- Cross-functional collaboration
Possesses an understanding of the fundamentals, applicability, and business relevance behind the below technologies:
- Training and Operations management
- Cross-functional team coordination
- Organizational development
- Team building
- Hiring and training
Certification
- Lego Serious Play - certified facilitator (by Rapid Results NZ), TaskUs Inc.
- Elected one of the LMVP’s (League of Most Valuable People) for having the highest performance rating and leadership potential (top 20% of FY 2012-2013), 24/7 Customer Philippines Inc.
- Attended/Certified for 4Dx (4 Disciplines of Execution), 24/7 Customer Philippines Inc.
- LEAP seminars (EQ, Managing effective communications, Team dynamics, PSDM, Managing Employee Performance), 24/7 Customer Philippines Inc.
- Basic Onboard Leadership Training (BOLT) Certified, 24/7 Customer Philippines Inc.
- Six Sigma Yellow Belt Training, 24/7 Customer Philippines Inc.
- Excel 101 Certified, 24/7 Customer Philippines Inc.
- QPM (Quest for Personal Mastery), eTelecare Global Solutions
- Intuit Instructional Skills Workshop level 1, eTelecare Global Solutions Certified Instructor/Facilitator
- DELL Certified Systems Expert (Multi-Platform), eTelecare Global Solutions
- Desktop Systems
- Desktop Foundations
- Systems Specific
- Portable Systems
- Portable Foundations
- Networking/Wireless
- Basic/Advanced Troubleshooting
- Informatics Computer Institute, Las Pinas City (Internet Essentials and Web Design)
- A 3-month course dealing with basic and advanced internet operations and web graphics design.
Timeline
L&D Site Head – Manila (Senior Manager capacity)
eClerx Philippines Inc
05.2019 - 02.2025
Manager - Training and Quality
SafetyCulture Philippines Inc.
07.2018 - 05.2019
Manager - Organizational Development and Product Specifics (Manila and Taiwan)
TaskUs Inc.
08.2015 - 06.2018
Training Consultant (Part-time, Home-Based)
Global Quest Offshore Innovations Inc.
02.2015 - 08.2015
Managed 3 accounts with a total of 6 Lines of Business
Sutherland Global Services
07.2014 - 12.2014
Senior Trainer, Product, and Systems
24/7 Customer Philippines Inc.
12.2008 - 06.2014
Training Specialist, Client Specifics
Concentrix Philippines
02.2006 - 12.2008
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De La Salle Santiago Zobel School
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Benedictine Abbey School
Bachelor of Science - Biology
De La Salle University
References
- William Anthony M., de Gorostiza, Infrastructure Program Manager, +63-917-501-0519, HP Philippines
- Arlene Grace, Lim, Head of Human Resources, +63-918-9269928, eClerx Philippines Inc.
- Rochelle Anne, Vilo, Owner, +63-919-869-1608, Little Rock Experiences, Philippines