Krishna Marie G. Santillan
Training Professional With 20+ Years Of Work Experience
Cebu City
Summary
Results-driven training and development professional with extensive experience in enhancing team capabilities. Demonstrated expertise in designing and implementing effective training programs that drive employee performance improvement. Committed to fostering collaborative partnerships with cross-functional teams to achieve business goals.
Overview
24
24
years of professional experience
1996
1996
years of post-secondary education
1
1
Certification
Work History
Head of Learning and Development Lead, APAC
Uber Center of Excellence, LLC
Taguig, Metro Manila, Philippines
06.2023 - 01.2025
- Company Overview: Uber Center of Excellence
- Leading delivery, design and project management teams supporting 9 countries in APAC and partnering with 13 different BPO partners to manage new hire and steady state performance
- Span of control - 1 Project Management Lead, 1 Design Lead, 2 Sr Training Managers, 2 Sr Project Managers plus 40 other Training staff (Trainers, Project Specialists and Designers)
- Understand market nuances and position L&D partnership as necessary
- Support strategic plans of all businesses within APAC region with some internal global queues
- Act as an enabling partner and deploy performance enhancement solutions in key areas depending on need
- Implement creative tech initiatives as part of the overall L&D goal of improving our tech ecosystem
- Partner with L&D teams of vendors to ensure delivery of BAU requirements and deployment of L&D projects as necessary
- Provide thought leadership and direction to support the overall L&D strategy
Learning and Development Lead, Delivery
Uber
05.2022 - 06.2023
- Company Overview: Uber Center of Excellence
- Leading a delivery team supporting 9 countries in APAC partnering with 13 different BPO partners to manage new hire and steady state performance
- Span of control - 2 Sr Training Managers, 3 Training Supervisors and 30 Trainers across 8 locations
- Act as an enabling partner and deploy performance enhancement solutions in key delivery areas depending on need
- Implement creative tech initiatives in the delivery space as part of the overall L&D goal of improving our tech ecosystem
- Partner with L&D teams of vendors to ensure delivery of BAU requirements and deployment of L&D projects as necessary
- Provide thought leadership and direction to support the overall L&D delivery strategy
- Uber Center of Excellence
Associate Director
Optum Global Advantage
03.2019 - 05.2022
- Company Overview: (A UnitedHealth Group Company)
- Seasoned Learning and Development Professional managing several BPO/Customer Service lines of work including B2C and B2B
- Leading training design and delivery for a 1,700 FTE complex customer service account in the Philippines
- Span of control - 2 Training Managers, 6 Training Supervisors and 11 Trainers across 4 sites in Manila and Cebu
- Align learning strategies to the overall business objectives
- Lead end to end training design, delivery, and transformation for the assigned lines of work
- Delivered speed to proficiency projects (training timeline reduction projects)
- Contributed hard savings of $606,000 in 2018 and $133,000 in 2020; Reduced training timelines by 30%
- Designed and launched a knowledge base tool for new hires and reduced overall call handling for 2 lines of businesses by 15 and 30 seconds respectively
- Savings booked in 2021 was $330,000
- Innovates training delivery by incorporating new methodologies - videos-based content, interactive simulations, infographic job aids and gamified assessments
- Stakeholder management - prepare and present weekly, monthly business reviews to the leadership team along with action plans for performance improvement, as needed
- Drive effective metric management initiatives impacting customer experience (NPS) and call efficiency (AHT)
- Ensure leadership development for all training staff ensuring continuous improvement of key competencies and skills
- Implement a Training playbook to drive alignment of governance practices including timing and quality of deliverables across all sites and lines of work
- Standardized training scorecards and pay for performance structure to help meet performance expectations of the business
- Onshore partnership - help provide training curricula feedback and integrate global training best practices across all UHG vendors
- Design and lead employee engagement and performance-based rewards and recognition programs
- Yearly employee engagement index scores are >85%
- (A UnitedHealth Group Company)
Senior Training Manager
Optum Global Solutions
09.2015 - 02.2019
- Company Overview: (A UnitedHealth Group Company)
- Managerial Excellence Awardee, 2018
- Ensured application of standard global training tools, processes, and procedures across multiple Philippine sites in Manila, Bacolod, Cebu, and Davao
- Managed a team of about 50 Training Staff to ensure training support for all client training needs
- Drove a high performing training delivery environment that was focused on exceeding expectations of clients from different industries (retail, banking and finance, telecommunications, travel, technology, etc.)
- Participated in client visits, interactions, and presentations from a Learning Operations standpoint
- Supported training deployment, analysis and post training assessments as required
- Identified and recommended learning and development policies and practices that supported business strategy and call center operations
- Made recommendations and/or changes for the continuous improvement of the Learning Services organization
- Partner with senior management to determine needs and priorities within the business units and sites
- Lead special projects or new business developments that require specialized training attention
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation
- (A UnitedHealth Group Company)
Regional Training Manager
Convergys Philippines, Inc.
03.2012 - 09.2012
- Company Overview: (Legacy Stream Global Solutions)
- Ensured application of standard global training tools, processes, and procedures across multiple Philippine sites in Manila, Bacolod, Cebu, and Davao
- Managed a team of about 50 Training Staff to ensure training support for all client training needs
- Drove a high performing training delivery environment that was focused on exceeding expectations of clients from different industries (retail, banking and finance, telecommunications, travel, technology, etc.)
- Participated in client visits, interactions, and presentations from a Learning Operations standpoint
- Supported training deployment, analysis and post training assessments as required
- Identified and recommended learning and development policies and practices that supported business strategy and call center operations
- Made recommendations and/or changes for the continuous improvement of the Learning Services organization
- Partner with senior management to determine needs and priorities within the business units and sites
- Lead special projects or new business developments that require specialized training attention
- Lead team members, foster their professional development and growth, and promote teamwork and cooperation
- (Legacy Stream Global Solutions)
Senior Operations Manager
Alorica Pacific Rim, Inc
07.2010 - 03.2012
- Meet Service Level Agreements and performance metrics as measured by the monthly account scorecard
- Managed employee morale and controlled attrition and absenteeism
- Conducted day-to-day management of operations and support group functions (training, quality, and workforce)
- Managed overall client-vendor relationship daily
- Contributed to new projects/new program implementation
- Accounted for systematic, standardized, and updated processes across all support teams
- Supervised and motivated the team to ensure an acceptable level of productivity
- Provides developmental path for direct reports
- Ensure the appropriate use, availability and maintenance of all tools, materials, and access requirements of all team members
Senior Account Manager, Training and Quality
Sykes Asia, Inc.
11.2009 - 07.2010
- Managed employee morale and controls attrition and absenteeism
- Conducted day-to-day management of operations and support group functions (training, quality, and escalations)
- Managed overall client-vendor relationship from a support function standpoint
- Supported Operations in any projects/new program implementation
- Managed and designed training and quality programs to promote continuous performance improvement
- Accounted for systematic, standardized, and updated processes across all support teams
- Supervised and motivated the team to ensure an acceptable level of productivity
- Attends seminars and conferences and does waterfall training to staff
- Provides developmental path for direct reports
- Ensure the appropriate use, availability and maintenance of all tools, materials, and access requirements of all team members
Client Services Manager
Convergys Philippines, Inc.
03.2009 - 11.2009
- Communicated daily with clients during touchpoints requiring real-time updates on site performance
- Handled all set-up and informed all functional areas of their to-dos to get the program up and running
- Placed test calls and participated in systems testing to make sure all systems are ready as soon as the program goes live
- Analyzed daily results via ops reporting and worked with functional teams to make client recommendations on program enhancements, changes in directions and adjunct service offerings
- Designed, in conjunction with operations, agent incentive programs
- Cascaded all communications from the client to the impacted functional groups
- Involved in formal client review sessions and presentations
- Has P&L responsibility to ensure that the program is performing within the forecasted P&L's
- Makes sure that all units are operating within the stipulations of the client requirements according to the SOW
Transformation Manager
Accenture, Inc.
03.2009 - 11.2009
- Worked closely with the vendors/sites as a POC to ensure transformation initiatives are designed and implemented with consideration to the screeners perspective and to increase ongoing screener adoption
- Served as a conduit between vendor teams to foster proactive communication and to curb adherence and oversee issues that are sometimes experienced when projects are launched and handed over to their respective owners
- Helped identify requirements for new solutions that screeners will appreciate
- Fostered screener enthusiasm for new solutions
- Ensured agent usage of deployed solutions
- Confirmed that tools and processes are used/adhered to as designed to ensure optimal benefit achievement
- Monitored/tracked progress and benefit attainment of initiatives
- Reported initiative status (risks/issues, benefit actuals) to Transformation leadership
Training Specialist
Accenture
11.2006 - 02.2009
- Periodically checked the training curriculum and material for any changes or updates to be made
- These were gathered and communicated to the client and the other vendors
- Coordinated continuous education modules to be deployed monthly at a screener level
- Monitored the Vendors' completion of continuous education modules through weekly updates on the online training reports reporting tool
- Helped facilitate and coordinate train the trainer sessions for any training to be rolled-out to the screeners
- Provided site assistance to vendors by answering screener queries, providing client updates, conducting continuous education training sessions and sitting-in training classes for audit and support
- Deployed trainings at a Team Lead level to assist them in effectively coaching and mentoring their screeners
- Analyzed training effectiveness using pre-determined screener/TL metrics and comes up with action plans to resolve identified performance issues
- Served as a subject matter expert on client products, services, and processes
- Developed content for special projects/initiatives as needed to address training gaps
Training Executive II
Pru Life UK
02.2004 - 11.2006
- Conducted nationwide basic and advanced programs about life insurance concepts, selling skills and personality development
- Monitored the training needs of agents in different areas of the country and developed the necessary training initiatives to help improve their sales performance
- Circle of Prudence Awardee, 2006
Account Executive
Microsoft Philippines, Inc.
10.2003 - 01.2004
- Worked under the company's marketing arm in providing awareness against piracy to its distribution partners in the area of account management
- Helped monitor and tracked distributors' sales quota on weekly basis
Administrative Assistant
P&G Asia Pte. Ltd.
03.2002 - 08.2003
- Provided general admin support in the area of Human Resources
- Spearheaded various events through committee heading and hosting
eRep
PeopleSupport Philippines, Inc.
10.2001 - 02.2002
- Provided basic and advanced technical support for a US-based domain registry account
Data Researcher
IT Convergence Philippines, Inc.
10.2000 - 10.2001
- Sourced for IT professionals required by various US-based clients
Education
Bachelor of Science - Business Studies/Administration/Management
De La Salle University
Manila, Metro Manila, Philippines 04.2001 - 01.2000
High School Diploma -
St. Paul College, Pasig
Pasig, Metro Manila, Philippines03-1996
No Degree - Personal Leadership, Strategic Leadership, Team Leadership, Emotional Intelligence, Data-driven decision making, Negotiation and Influencing Skills, Financial Value Creation, Financial Management
Indian School of Business
05.2020 - 07.2021
Skills
Training Techniques
Instructional Program Planning
Performance Coaching
Technical Knowledge Enhancement
Instructional Material Creation
Global Training Initiatives
Certification
Leadership Excellence and Advancement Program, Indian School of Business, 10/01/20, 07/31/21, Personal Leadership, Strategic Leadership, Team Leadership, Emotional Intelligence, Data-driven decision making, Negotiation and Influencing Skills, Financial Value Creation, Financial Management
Timeline
Head of Learning and Development Lead, APAC
Uber Center of Excellence, LLC
06.2023 - 01.2025
Learning and Development Lead, Delivery
Uber
05.2022 - 06.2023
No Degree - Personal Leadership, Strategic Leadership, Team Leadership, Emotional Intelligence, Data-driven decision making, Negotiation and Influencing Skills, Financial Value Creation, Financial Management
Indian School of Business
05.2020 - 07.2021
Associate Director
Optum Global Advantage
03.2019 - 05.2022
Senior Training Manager
Optum Global Solutions
09.2015 - 02.2019
Regional Training Manager
Convergys Philippines, Inc.
03.2012 - 09.2012
Senior Operations Manager
Alorica Pacific Rim, Inc
07.2010 - 03.2012
Senior Account Manager, Training and Quality
Sykes Asia, Inc.
11.2009 - 07.2010
Client Services Manager
Convergys Philippines, Inc.
03.2009 - 11.2009
Transformation Manager
Accenture, Inc.
03.2009 - 11.2009
Training Specialist
Accenture
11.2006 - 02.2009
Training Executive II
Pru Life UK
02.2004 - 11.2006
Account Executive
Microsoft Philippines, Inc.
10.2003 - 01.2004
Administrative Assistant
P&G Asia Pte. Ltd.
03.2002 - 08.2003
eRep
PeopleSupport Philippines, Inc.
10.2001 - 02.2002
Bachelor of Science - Business Studies/Administration/Management
De La Salle University
04.2001 - 01.2000
Data Researcher
IT Convergence Philippines, Inc.
10.2000 - 10.2001
High School Diploma -
St. Paul College, Pasig