Mitzie Shin Puertollano
Cebu City, Province Of Cebu,CAS
Summary
Accomplished Training Manager at Teleperformance. Bringing 10 years' experience in Learning & Development Field, adept in program optimization and mentoring, significantly enhanced staff productivity and effective learning outcomes through innovative and strategic training solutions through application of yellow belt six sigma methodology (PDCA). Moreover, I spearheaded numerous project charters, mentorship program, and an advocate of blended learning, demonstrating a profound ability in content development, problem-solving ability and analytical thinking aligning with organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Training Manager
Teleperformance
06.2021 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Conducted thorough needs assessments to pinpoint specific training requirements, leading to more targeted and effective training solutions.
- Led transition to blended learning approach, combining online and in-person training methods for more flexible learning options.
Trainer
Teleperformance
01.2016 - 06.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Customized leadership development programs, resulting in marked increase in leadership capabilities across departments.
- Improved learning outcomes with application of adult learning principles in all training programs.
- Pioneered mentorship program, fostering professional growth and development.
- Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
Customer Service Representative
Teleperformance
06.2015 - 01.2016
- Organized trips for individual, family and business travelers.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Bachelor of Science in Hotel Restaurant Management
University of San Carlos
Cebu City, Province Of Cebu, PhilippinesHigh School Diploma -
Colegio De La Inmaculada Concepcion
Cebu City, Province Of Cebu, Philippines03-2012
Skills
- Program optimization
- Coaching and mentoring
- Strategic thinker
- Content development
- Training methods
- Project management
- Analytical thinking
- Process evaluation and enhancement
- Workflow process improvement
- Learning strategies
- Needs assessment
- Creative problem solving
- Training solutions development
Certification
- COPC (Customer Operations Performance Center) Standard for Quality Management Certified
- TICO (Travel Industry Council of Ontario) Certified Travel Counsellor
- Lean Six Sigma Yellow Belt Certified
Additional Information
Amadeus & Sabre Trained and User
Timeline
Training Manager
Teleperformance
06.2021 - Current
Trainer
Teleperformance
01.2016 - 06.2021
Customer Service Representative
Teleperformance
06.2015 - 01.2016
Bachelor of Science - Bachelor of Science in Hotel Restaurant Management
University of San Carlos
High School Diploma -
Colegio De La Inmaculada Concepcion
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