Maria Vanessa Malabanan
Mandaluyong City, Metro Manila
Summary
Highly skilled and results-oriented Training and Development Professional with over five years of experience in the BPO industry. Proven expertise in designing and delivering comprehensive training programs, leading teams, and enhancing agent performance through targeted coaching and development. Adept at identifying performance gaps and implementing data-driven solutions to achieve key business objectives. Seeking to leverage a strong background in training, leadership, and operations to contribute to a dynamic and growth-focused organization.
Overview
9
9
years of professional experience
Work History
Training Officer
TDCX Philippines
01.2021 - Current
- Led and facilitated training programs for new hires and existing agents, directly contributing to improved performance metrics and team efficiency.
- Provided critical feedback from the field to the Training Manager, influencing training curriculum and ensuring alignment with agency needs.
- Maintained professional knowledge by attending professional development workshops and benchmarking best practices to ensure training materials were current and effective.
- Managed key training initiatives and projects from concept to completion, meeting and often exceeding project goals.
Training Officer
Probe CX
10.2020 - 04.2021
- Delivered end-to-end training for new hires, fostering a positive and engaging environment that maximized knowledge retention and skill transfer.
- Developed and executed training materials that targeted specific needs using Adult and Active Learning principles.
- Identified and addressed learning gaps by providing tailor-fit solutions through various methodologies, including ILT-led sessions, online courses, and assessments.
OPS Team Lead
Sitel Philippines
09.2019 - 01.2020
- Directly managed a team of 10+ agents, monitoring and improving both individual and team performance.
- Drove team members to meet account-specific KPIs by providing targeted action plans and weekly coaching sessions.
- Conducted weekly phone call monitoring and coaching to ensure agents consistently met and exceeded client customer service expectations.
Learning Specialist
Sitel Philippines
01.2017 - 08.2019
- Delivered tailored end-to-end training programs to successfully onboard new hires.
- Collaborated with Operations and Quality teams to identify and analyze performance gaps, providing actionable recommendations to meet target metrics.
- Prepared and presented reports on training effectiveness, completion rates, and data analysis for business reviews.
Education
Bachelor of Science - Accountancy (undergraduate)
Jose Rizal University
Mandaluyong City, Metro Manila, Philippines03-2008
Skills
- Training & Development: Adult Learning Principles, Curriculum Design, Training Facilitation, Performance Management, Needs Assessment, ILT & Online Course Delivery
- Leadership & Coaching: Team Management, Performance Coaching, Mentoring, KPI Management, Feedback & Action Planning
- Technical Proficiency: Learning Management Systems (LMS), Microsoft Office Suite, Data Analysis, Reporting
- Identifying performance gaps
- Materials preparation
- Training methods
- Project management
- Training materials development
- Training program implementation
- Instructional design
- Program design
- Performance improvement
Websites
Timeline
Training Officer
TDCX Philippines
01.2021 - Current
Training Officer
Probe CX
10.2020 - 04.2021
OPS Team Lead
Sitel Philippines
09.2019 - 01.2020
Learning Specialist
Sitel Philippines
01.2017 - 08.2019
Bachelor of Science - Accountancy (undergraduate)
Jose Rizal University