Ma Eleonor Canturias
Talent Management Manager
Cebu,Cebu
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Talent Management Manager
Dyninno Inc.
07.2021 - Current
- Onboarded new employees with training and new hire documentation.
- Managed new employee orientation training process for more than 800 employees each year.
- Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
- Developed a competency-based approach to workforce development, aligning individual skillsets with strategic business objectives.
- Set aggressive targets for Trainers, Sr. Trainers and SMEs to drive company success and strengthen motivation.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Implemented a robust performance evaluation system, enabling data-driven decision-making on future workforce development strategies.
- Championed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assessed call quality by monitoring quality assurance metrics, reports and dashboards.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Strengthened interdepartmental communication and collaboration by facilitating cross-functional training sessions, fostering a culture of teamwork and mutual support.
- Collaborated with department heads to identify skill gaps and develop targeted training solutions.
- Championed a culture of continuous improvement by encouraging employees to actively participate in ongoing professional development activities.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
Training Manager
Wipro Philippines
02.2018 - 07.2021
- Creating training programs that enables trainees to acquire, understand and apply the knowledge, skills and practices associated with their roles
- Create training schedules and plans based on the training
- Develop training content by working with subject matter experts and review training material that is developed
- Provide feedback to subject matter experts on effectiveness of training material and enhance training methodology or content.
- Develop partnerships with operations teams to ensure calibrations and assessments are executed and results are communicated Senior Management Training
- Ensure compliance with all established policies and procedures. • Assist and work directly with top management.
- Evaluates direct reports and provides formal counseling and mentoring to staff Able to multi-task and work in a fast paced environment, problem solving and analytical skills
- Able to build productive business relationships with teams and clients
- Proactive and competent with strong presentation skills.
Training Lead
Teleperformance Cebu IT Park
01.2011 - 02.2018
- Coach and mentor trainees and Trainers alike for their professional development.
- Managed both training and quality responsibilities.
- Provide Training Need Analysis to create refreshers and modules to improve key areas of opportunities for training and operations.
- Team Manager - OIC, managed Trainers and monitor their utilization.
- Report to clients KRA trending and proposed projects for top DSAT and QA deductions.
- Facilitated Pilot launch of Travel VIP account in Cairo, Egypt.
Operations Team Leader
Aegis People Support
08.2006 - 12.2010
- Coach reps on the floor and act as first point of escalation for client-specific issues. Also, serve as back-up point of escalation when Tier 2 agents are not available. ·
- Provide weekly specific performance feedback Work with the agents to achieve development objectives and performance targets.
- Conduct performance appraisals for team members.
- Work with the QA Team Leader or QA Analyst to ensure effective implementation of the QA process.
- Deliver timely feedback.
- Identify QA issues and work with Operations Manager or Director and Team Managers to develop action plan. Implement action plan.
CSAT Coach
Aegis People Support
06.2006 - 08.2006
- Dissect reasons for dissatisfied customer surveys.
- Create projects for operations communication enhancement.
- Utilized various coaching models and techniques to maximize client success.
Travel Consultant
Aegis People Support
08.2005 - 06.2006
- Communicated benefits and information regarding international travel tickets and insurance with customers and obtained best rates for flights, cars and vacation packages.
- Built strong relationships with clients through exceptional communication and personalized service.
- Collected, handled and documented payments for travel services and associated feels.
Education
Bachelor of Science - Marine Biology
MSU - Iligan Institute of Technology
Iligan, Province Of Lanao Del Norte, Philippines 04.2001 -
Skills
Work Planning and Prioritization
Performance Tracking and Evaluation
Project Planning
Needs Assessment
Workflow Process Improvement
Training solutions development
Facilitation
Learning Strategies
Effective Communication
SOP Development
Instructional Design
Relationship Building
Certification
Lean Six Sigma - Wipro
Timeline
Talent Management Manager
Dyninno Inc.
07.2021 - Current
Lean Six Sigma - Wipro
02-2021
Training Manager
Wipro Philippines
02.2018 - 07.2021
Training Lead
Teleperformance Cebu IT Park
01.2011 - 02.2018
Operations Team Leader
Aegis People Support
08.2006 - 12.2010
CSAT Coach
Aegis People Support
06.2006 - 08.2006
Travel Consultant
Aegis People Support
08.2005 - 06.2006
Bachelor of Science - Marine Biology
MSU - Iligan Institute of Technology
04.2001 -