Mark Francis Gatchalian
Trece Martires
Summary
Highly motivated and results-oriented professional with extensive experience in learning and development, project management, and customer solutions within diverse industries including Fintech, Ride Sharing & Food Delivery, Logistics, Health, Technology, and Social Media. Proven ability to lead and develop teams, design and implement effective training programs, and drive business success through strategic initiatives.
Overview
11
11
years of professional experience
Work History
Learning Experience Manager
TaskUs Outsourcing Philippines Inc.
06.2022 - Current
- Manage a team of Learning Experience Professionals and provide developmental and professional support.
- Consistently meet with internal and external stakeholders to attend to business needs.
- Plan, coordinate, and execute training for new hires, and existing employees through continuous learning classes.
- Conduct Training Needs Analysis.
- Design, develop, and implement training curricula based on business needs.
- Evaluate training success using different measurement models and key performance indicators.
- Apply Adult Learning principles and methodologies to current training programs.
- Create, design, and maintain training materials using SCORM, Power Point, Articulate 360, Rise, and other similar Learning Management Systems.
- Learning & Development consultant for wide-array of clients from different industries including but not limited to; Outbound Sales, Financial Tech, Ride Sharing & Food Delivery (Customer Service), Healthcare, Technology, and Trust & Safety.
- End-to-End project management of training initiatives.
- Implement ADDIE model for Trainer Development Programs.
- Led cross-functional teams to enhance customer experience and drive operational efficiency.
- Developed and implemented strategic initiatives to optimize service delivery processes.
- Collaborated with stakeholders to align project goals with organizational objectives, ensuring successful execution.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
Learning Experience Leader
TaskUs Outsourcing Philippines Inc.
05.2021 - 06.2022
- Conducted and facilitated new hire classes and functioned as a nesting supervisor for new hire agents.
- End-to-End project management of training initiatives.
- Facilitated workshops and seminars, promoting continuous professional development among staff.
- Developed and implemented training programs to enhance employee skills and performance.
- Conducted needs assessments to identify skill gaps and inform learning strategies.
- Evaluated training effectiveness through feedback surveys and performance metrics analysis.
- Collaborated with departmental leaders to align training initiatives with organizational goals.
- Mentored junior team members, fostering a culture of knowledge sharing and collaboration.
- Designed e-learning modules utilizing various instructional design methodologies and technologies.
- Spearheaded change management initiatives to drive adoption of new learning systems across the organization.
- Established strong relationships with external partners to source relevant industry-specific trainings on a regular basis.
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Increased employee retention rates by developing engaging onboarding and orientation processes.
Customer Solutions Officer II
Citigroup Business Process Solutions Pte. Ltd.
11.2018 - 05.2021
- Functions as assistant manager for banking-related concerns for Citi US credit card customers
- AMLA implementations and certification
- Developed retention strategies to enhance customer loyalty and reduce churn rates.
- Analyzed customer feedback data to identify trends and improve service offerings.
- Monitored key performance indicators to evaluate retention program effectiveness.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Customer Solutions Officer I
Citigroup Business Process Solutions Pte. Ltd.
04.2018 - 11.2018
- AMLA implementations and certification
- Provided exceptional customer service by resolving inquiries and issues efficiently.
- Processed account openings, closures, and maintenance with attention to detail.
- Educated clients on banking products, enhancing overall customer knowledge and satisfaction.
- Collaborated with team members to streamline operations and improve service delivery.
- Handled transactions accurately while adhering to compliance regulations and policies.
- Managed customer complaints effectively, leading to increased retention rates.
- Trained new employees on system usage and service protocols for consistency in operations.
- Analyzed customer feedback data to identify areas for service improvement and implementation of changes.
Product Trainer
Harte-Hanks Philippines
07.2016 - 04.2018
- Conducted and facilitated new hire classes and functioned as a nesting supervisor for new hire agents
- Developed and delivered comprehensive product training programs to enhance employee knowledge and performance.
- Collaborated with cross-functional teams to identify training needs and design effective learning solutions.
- Facilitated engaging workshops utilizing various instructional methods and technologies for diverse learner groups.
- Evaluated training effectiveness through assessments, feedback, and continuous improvement initiatives.
- Mentored junior trainers, providing guidance on best practices in adult learning principles and program delivery.
- Analyzed training metrics to inform strategic decisions and optimize future training initiatives for operational efficiency.
- Established strong relationships with stakeholders to ensure alignment of training goals with organizational objectives.
- Created detailed training manuals and resources to support ongoing employee development and knowledge retention.
- Provided expert guidance on best practices, troubleshooting techniques, and other essential areas of focus during one-on-one coaching sessions with struggling team members.
- Developed and implemented customized training programs for specific product lines within the company.
Advanced Technical Support Representative
Harte-Hanks Philippines
08.2015 - 07.2016
- Provided advanced troubleshooting for complex technical issues across multiple platforms.
- Collaborated with engineering teams to develop solutions for product-related challenges.
- Mentored junior staff, enhancing team knowledge and improving support response time.
- Analyzed customer feedback to identify trends and drive product improvements.
- Streamlined support processes, resulting in reduced resolution times and increased efficiency.
Technical Support Representative
Harte-Hanks Philippines
06.2014 - 07.2015
- Provided technical assistance to customers, resolving issues efficiently and effectively.
- Diagnosed software and hardware problems, ensuring timely resolution of customer inquiries.
- Documented support interactions in ticketing system for tracking and continuous improvement.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
Education
Bachelor of Science - Aviation Information Management
Philippine State College of Aeronautics
10.2016
High School -
Baclaran National High School
03.2012
Skills
- Customer experience strategy
- Customer journey mapping
- Cross-functional teamwork
- Adaptive learning
- Training delivery
- Curriculum design
- Stakeholder management
- Needs assessment
- Coaching and mentoring
- Business analysis
- Curriculum planning
- Cross-functional team development
Apprenticeship
- Lufthansa Technik Philippines
- Apprentice - AO5 Division Manager’s Office February – October 2013
Timeline
Learning Experience Manager
TaskUs Outsourcing Philippines Inc.
06.2022 - Current
Learning Experience Leader
TaskUs Outsourcing Philippines Inc.
05.2021 - 06.2022
Customer Solutions Officer II
Citigroup Business Process Solutions Pte. Ltd.
11.2018 - 05.2021
Customer Solutions Officer I
Citigroup Business Process Solutions Pte. Ltd.
04.2018 - 11.2018
Product Trainer
Harte-Hanks Philippines
07.2016 - 04.2018
Advanced Technical Support Representative
Harte-Hanks Philippines
08.2015 - 07.2016
Technical Support Representative
Harte-Hanks Philippines
06.2014 - 07.2015
Bachelor of Science - Aviation Information Management
Philippine State College of Aeronautics
High School -
Baclaran National High School
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