Lydia Docot
Kalookan City
Summary
To join a company wherein my training and skills would best contribute to the achievement of that Company’s goals and objective. Smart Learning Specialist with substantial experience facilitating new hires/adult learners in preparing them in providing great customer experience. Proven track record of success in delivering instruction and providing individualized support to learners with diverse learning needs. Strong communication and interpersonal skills and dedicated to fostering positive learning environment.
Overview
27
27
years of professional experience
12
12
years of post-secondary education
Work History
Learning Specialist
Foundever ( Formerly Sitel Philippines Corp.)
10.2019 - Current
- Prime Trainer for Life Insurance and Webtech LOB of MetLife
- Train New Hires to prepare them in providing assistance to Life Insurance Customer and Technical Assistance to MetLife Account Holders
- Consistently ensure the Speed to Proficiency of the New Hires
- Conducts RCA to determine Training Initiatives
- Connects with Clients on Product updates
- Works with Operations to help ensure goals are met
- Create learning updates, refresher using Centrical platform
Learning Specialist Track Trainee
Sitel Philippines
11.2017 - 10.2019
- Train New Hires to prepare them in providing assistance to Life Insurance Customer and Webtech
- Prime Trainer for Webtech July 2018
- Conducts RCA to determine Training Initiatives
- Connects with Clients on Product updates
- Works with Operations to help ensure goals are met.
Customer Service Representative
Sitel
04.2009 - 11.2017
- Serve as an SME for Life Insurance Account
- Consistent KPI scores
- Assist Coach with scrubbing DSAT calls.
Cashier
Mc Sorley’s The Venetian Hotel
07.2007 - 02.2009
Branch Manager
Max’s Restaurant
09.2004 - 07.2007
- Led Store to be the Second Most Promising Franchise Branch of the Year
- Led store to be part of Max’s Champions Club (members had to score 100 % in Mystery Guest Evaluation for at least three consecutive months)
- Led Store to be the Best in Dining Sales for Express Type Category for 2005 and 2006
- Led Store in surpassing sales growth target of 12 % target for 2005
- Maintains all aspects of Operational Costs within given standards to optimize profitability and maintain a positive bottomline
- Implements given Service Standards to staff resulting in consistently passing Mystery Guest Evaluation Program
- Implements given Quality Standards and GMP’s along with the Kitchen Supervisor, resulting in the Store’s consistent high marks in Quality Assurance Audit
- Implement team building activities
- Maintenance of adequate manpower to maintain cost at acceptable levels and without affecting quality of service and smooth flow of operation
- Provides an efficient training course and conducts training for newly hired staff on Max’s Standards and periodic re-training of existing team members to ensure proper transfer of knowledge and information and assuring consistent compliance to given standards
- Conceptualize and implements Local Store Marketing to increase sales and achieve targets
- Ensure guests satisfaction all the time through implementations of given SERVICE and QUALITY Standards
- Support to team members when need arises
- Preparation of Monthly reports such as; Profit and Loss Statement, Labor Costs etc.
Kitchen Supervisor
Max’s Restaurant
03.2004 - 09.2004
- Member of the opening Management Team of the above restaurant
- Ensure Costs are within the given standards
- Prepare efficient manpower scheduling to achieve targets without affecting operational effectiveness
- Prepares Cost of Sales Reports
- Develop Food Costing Template
- Ensure the overall maintenance of kitchen equipment
- Implements GMP and HCCP Standards in everyday operations to assure Food Safety and Quality.
R & D Manager
The Great Panda Food Inc.
12.1999 - 03.2004
- Set up Systems and Logistics Requirement of the new Commissary
- Standardized existing Menu Products of the Restaurant
- Modifications of existing Menu Products to reduce cost without affecting quality and acceptability
- Implemented training course for the Standardized Products
- Develop new Menu Products for both the Restaurants and Commissary
- Did initial purchasing of materials and ingredients
- Approve and Monitor Production Plan
- Communicate with suppliers regarding supplies specifications and requirements
- Set up Quality Assurance Standards for Production using HCCP and GMP.
Food Technologist
The Great Panda Food Inc.
06.1999 - 11.1999
- Assist in the Development of the Store Commissary
- Establish System Design for the Development of the Store Commissary
- Establish Quality Standards for the Store’s Product Line
- Assist in the Design Layout of the Commissary
- Assist determining and procurement of required logistics for the Commissary
- Assist in the Staffing of both the Second Store and the Commissary
- Implemented Training Course for New Team Members on GMP and Standards.
Research Associate
Ms. Divina Sonido
03.1999 - 06.1999
- Gathered Literature on Mango Processing and Preservation
Product Development Consultant
Joe & Susan Food Products
11.1998 - 03.1999
- Develop method and formulation for a more acceptable Pili Nut Brittle
- Develop Coating for the Cashew and Salted Pili for a more flavorful product
- Train production staff for the implementation of the said modification
Student Trainee
Universal Robina Corp.
05.1997 - 06.1997
- Assist in Microbial Analyses of sample ingredients submitted by suppliers for approval
- Conduct Physico-Chemical Analyses of Food Samples submitted by Suppliers for approval.
Education
B.S. Food Technology -
University of the Phil., Diliman
01.1993 - 04.1998
B.S. Pre – Dentistry - undefined
University of the Phil., Manila
01.1991 - 04.1993
High School - undefined
Our Lady Of Grace Academy
01.1987 - 04.1991
Skills
Facilitation Skill on Scenario Based Learning
Organization
Member: Philippine Association of Food Technologist Alpha Chapter (1995-1998)
References
Available Upon Request
Training
- Certificate on White Belt Six Sigma
- Assuring Kitchen Standards and Procedures - Max’s Franchising Inc. (09/02/05 - 09/05/05)
- Extra Service Challenge - Max’s Group of Companies (07/25/05 - 07/27/05)
- Max’s Standards Comliance Training (10/01/06)
Timeline
Learning Specialist
Foundever ( Formerly Sitel Philippines Corp.)
10.2019 - Current
Learning Specialist Track Trainee
Sitel Philippines
11.2017 - 10.2019
Customer Service Representative
Sitel
04.2009 - 11.2017
Cashier
Mc Sorley’s The Venetian Hotel
07.2007 - 02.2009
Branch Manager
Max’s Restaurant
09.2004 - 07.2007
Kitchen Supervisor
Max’s Restaurant
03.2004 - 09.2004
R & D Manager
The Great Panda Food Inc.
12.1999 - 03.2004
Food Technologist
The Great Panda Food Inc.
06.1999 - 11.1999
Research Associate
Ms. Divina Sonido
03.1999 - 06.1999
Product Development Consultant
Joe & Susan Food Products
11.1998 - 03.1999
Student Trainee
Universal Robina Corp.
05.1997 - 06.1997
B.S. Food Technology -
University of the Phil., Diliman
01.1993 - 04.1998
B.S. Pre – Dentistry - undefined
University of the Phil., Manila
01.1991 - 04.1993
High School - undefined
Our Lady Of Grace Academy
01.1987 - 04.1991
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