Lawrence Neri

Responsibilities Held:

1. Manage Performance of Learning Specialists (Trainers) based on the following KPIs:

a. Trainer Observation: Observations with weekly coaching & follow-up.

b. Speed to Proficiency (0-30 New Hire & Upskilling Performances):

1.1 Data management and analysis.

1.2 FGD Facilitation and brainstorming.

a. Completion of Developmental Courses: Follow-up, grading and mentoring during the course of the modules.

b. Stakeholder Survey: Collaborating with Operations, Quality and Partner Management resulting to improved

relationship and better survey outcomes for the trainers.

2. Project management: Collaborating with Quality and Operations to identify opportunities and TNA and develop

programs/projects to resolve identified opportunities.

3. Logistics: Manage Logistics and Resource Allocation by coordinating with Talent Acquisition, IT, Procurement,

Facilities and Operations to ensure classes ordered are delivered and performance meets.

4. Business Reviews: Manage Data and Reporting for Weekly, Monthly and Annual Business Reviews.

5. Weekly Partner Reports: Manage and present weekly training performance and other deliverables to

Partner Training.

Projects Led/Authored:

1. Empathy Training: Develop empathy skills in CSRs to improve NPS.

a. Pre-initiative performance of Empathy (based on Quality Audits): 22/44 (50.00%)

b. Post-initiative Performance of Empathy (based on Quality Audits): 32/44 (72.73%)

2. F.I.N.D.: Improve Knowledge Base Utilization to improve Resolution Rate

a. Pre-initiative performance of Resolution Rate (based on Quality Audits): 64/120 (53.33%) Pass Rate

b. Post-initiative performance of Resolution Rate (based on Quality Audits): 80/120 (66.60%) Pass Rate

3. Leads Onboarding: Build Content for Onboarding New Operations Team Leaders

4. Class Report Automation: Improve Accuracy of Timeliness of Reports to urgently address performance concerns.

Responsibilities Held:

• Certifiication: Onboarded and certified new Learning Specialists to prepare them in handling their own classes.
• Class Delivery: Deliver and Facilitate modules for New Hires and Upskilling classes.
• Performance Management: Documented and analyzed trainee performance for intervention through coaching.
• Reports: Prepared class performance reports and conducted TNA for process improvement.
• Content Development: Created and modified materials to supplement Training materials that improved Training and Operations performances in specific KPIs.

Responsibilities Held:

• Class Delivery: Deliver and Facilitate modules for New Hires and Upskilling classes.
• Performance Management: Documented and analyzed trainee performance for intervention through coaching.
• Reports: Prepared class performance reports and conducted TNA for process improvement.
• Launched new account for Convergys (DTV) by preparing pre-class logistics and reports.