Mary Ann Francis A. Catingub
Cebu City
Summary
Progressive, intelligent and analytical with top-notch business acumen and strategic planning skills. Skilled in the field businesses, market trends and customer preferences. Instrumental in helping companies remain responsive and proactive in dynamic conditions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Business Consultant
Tech Mahindra
Cebu
01.2021 - Current
- Business Transformation Services through RPA
- Project Management.
Manager - Training and Quality
Boundless Immigration
Cebu City, Cebu
03.2024 - 08.2024
- Established objectives for the training and quality department in line with company goals and strategies.
- Collaborated with other departments such as marketing, sales, operations. to improve overall customer satisfaction ratings.
- Identified areas of improvement within existing processes by conducting root cause analysis of customer complaints.
- Created and maintained tracking systems to monitor employee progress in meeting quality standards.
- Evaluated current training materials for accuracy, relevance before distribution.
- Organized meetings with stakeholders including customers, vendors, suppliers. to discuss quality concerns and develop solutions.
- Participated in external audits conducted by regulatory agencies such as ISO 9001, 2015 certification body.
- Conducted regular performance reviews of staff members to ensure adherence to departmental policies and procedures.
- Analyzed customer surveys or focus group responses related to product and service quality issues.
- Developed strategies for continuous improvement initiatives based on data analysis results.
- Provided guidance and mentorship to team members on best practices for customer service.
- Implemented corrective action plans when necessary following customer complaints or audit findings.
- Developed instructional content related to products and services offered by the company.
- Developed and implemented training programs to ensure compliance with company policies and procedures.
- Developed and implemented training plans, programs, and materials for new hires.
- Coordinated the development of processes, tools, and metrics that enable teams to measure their effectiveness in delivering high-quality services.
Team Manager
Go Fly First
Cebu City, Cebu
12.2022 - 03.2024
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Oversaw the recruitment, onboarding, and training of new team members, ensuring a quick adaptation to company standards.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
Business Transformation Consultant
Sweetspire Literature Management
Cebu City, Cebu
05.2022 - 02.2023
- Reviewed existing policies and procedures to suggest necessary improvements.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Evaluated existing systems and processes against industry best practices to enhance efficiency.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Audited company's legal documents to verify compliant policies and procedures.
- Analyzed key performance indicators to identify effective strategies.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
Manager, Training - Sales
Author Solutions, LLC
Cebu
11.2019 - 10.2020
- Sales Manager - UK Division
- Directs the sales functions in the sales department, which includes the active management and development of sales consultants with a strong focus on individual/department performance, reporting and analysis
- Institute creative & innovative rewards & recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
- Handles high level escalations and business issues
- Recognize and celebrate team and team member accomplishments and exceptional performance
- Handles high level escalations and business issues
- Administer and Discuss Attendance related NTEs on a timely manner
- Evaluates and assess sales rep performance on a regular basis
- Ensuring adherence to Sales Policy and COC at all times
- Carry out all activities efficiently which will contribute to the achievement of the department's Key Result Area (KRA) and team Key Performance Indicators (KPIs)
- Coordinates with other Departments within the company to discuss and resolve current issues, as well as process improvements and alignments
- Evaluate processes and make recommendations for improvements
- Takes charge of the implementation of new processes and procedures.
Assistant Manager, Training - Sales
Author Solutions, LLC
Cebu City
05.2017 - 09.2018
- Devise the organizational training strategy, oversee its implementation and assess its outcomes
- Responsible for identifying training and developmental needs and drive suitable training initiatives that builds loyalty to the Firm.
Asst. Manager - Intl Sales
Author Solutions, LLC
Cebu City
02.2016 - 05.2017
- Achieving growth and hitting sales targets by successfully managing the sales team
- Designing and implementing a strategic sales plan that expands company's customer base and ensure it's strong presence
- Managing recruiting, objectives setting, coaching and performance monitoring of sales representatives.
Sr. Specialist, Product Trainer - Sales
Author Solutions, LLC
03.2015 - 01.2016
- Responsible for effective administration of training, including delivery, classroom management, measurement and evaluation of training sessions; ensure values are integrated in lesson planning and outlining; preparation of training materials as designed by the Training Manager.
Training Program Trainer - Sales
Aegis PeopleSupport Philippines Inc.
06.2013 - 03.2015
- Responsible for effective administration of training, including delivery, classroom management, measurement and evaluation of training sessions; ensure values are integrated in lesson planning and outlining.
Lead, Training
Aegis PeopleSupport Philippines Inc.
02.2010 - 06.2013
- Responsible for effective administration of training, including delivery, classroom management, measurement and evaluation of training sessions; ensure values are integrated in lesson planning and outlining.
Travel Specialist for Expedia
Region VII - Central Visayas
03.2007 - 01.2010
- Provide comprehensive and quality customer care at all times with regard to travel
- Provide appropriate and accurate responses to customer queries
- Responsible for meeting outlined production goals and targets
- Communicate effectively and efficiently with internal and external customers.
Sales Representative for Vonage
Peoplesupport Inc
08.2006 - 03.2007
- Sell voip services
- Provide appropriate and accurate responses to customer queries
- Hits sales targets and metrics.
Customer Service Representative
Convergys
01.2006 - 07.2006
- Provide comprehensive and quality customer care at all times
- Provide appropriate and accurate responses to customer queries
- Responsible for meeting outlined production goals and targets
- Communicate effectively and efficiently with internal and external customers.
Education
Bachelor of Science - Psychology
Cebu Institute of Technology -Uniersity
Cebu City, Philippines10-2005
Skills
- Training
- Trainer Certification Program
- Instructional Methodologies and Lesson Planning
- Performance Discussion
- Problem Solving and Decision Making
- Guest Connect Coaching
- Training Needs Analysis
- Employee Discipline Management
- Performance Improvement
- Continuous Improvement
- Project Management
- System optimization
- Presentation Skills
- Solution Implementation
- Revenue Generation
- Process Improvement
- Human Resources Management
- Training proficiency
- Strategic Planning
- Customer Service Management
- Operations Management
- Business Analysis
- Staff Mentoring
Certification
- Performance Discussion
- Problem Solving and Decision Making (Introduction to Six Sigma(White Belt)
- Guest Connect Coaching (Client Certification)
- Training Needs Analysis (TCP 1B)
- Employee Discipline Management
- Mary Ann Francis A. Catingub, CLSSGB
Personal Information
Title: Certified Lean Six Sigma Green Belt | Training | RPA | Project Management
Languages
Filipino
First Language
English
Proficient (C2)
C2
Timeline
Manager - Training and Quality
Boundless Immigration
03.2024 - 08.2024
Team Manager
Go Fly First
12.2022 - 03.2024
Business Transformation Consultant
Sweetspire Literature Management
05.2022 - 02.2023
Associate Business Consultant
Tech Mahindra
01.2021 - Current
Manager, Training - Sales
Author Solutions, LLC
11.2019 - 10.2020
Assistant Manager, Training - Sales
Author Solutions, LLC
05.2017 - 09.2018
Asst. Manager - Intl Sales
Author Solutions, LLC
02.2016 - 05.2017
Sr. Specialist, Product Trainer - Sales
Author Solutions, LLC
03.2015 - 01.2016
Training Program Trainer - Sales
Aegis PeopleSupport Philippines Inc.
06.2013 - 03.2015
Lead, Training
Aegis PeopleSupport Philippines Inc.
02.2010 - 06.2013
Travel Specialist for Expedia
03.2007 - 01.2010
Sales Representative for Vonage
Peoplesupport Inc
08.2006 - 03.2007
Customer Service Representative
Convergys
01.2006 - 07.2006
Bachelor of Science - Psychology
Cebu Institute of Technology -Uniersity
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