RACQUEL M. BURGOS
Bacoor
Summary
A skilled professional in the field of designing and implementing training programs that align with business goals and meet educational standards to enhance student learning. Knowledgeable in evaluating training effectiveness and making data-driven improvements thru collaboration with stakeholders to identify skills gaps and development needs.
Overview
14
14
years of professional experience
Work History
Senior Learning and Curriculum Developer
WalkingCo
07.2022 - Current
- Contributed to the establishment of organizational policies regarding curriculum standards, ensuring consistency across programs or departments.
- Developed customized learning experiences by incorporating multimedia elements, interactive activities, and real-world examples.
- Ensured alignment between curriculum objectives, instructional strategies, and assessments, leading to clearer expectations for students and improved outcomes.
- Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials.
- Evaluated existing curricula and identified areas for improvement, ultimately leading to increased learner satisfaction.
Training Supervisor/Master Trainer
TRANSCOM WORLDWIDE INC
04.2017 - 07.2022
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Streamlined training processes for increased efficiency and effectiveness, resulting in higher employee retention rates.
- Developed strategies for integrating technology into training programs, maximizing engagement while minimizing disruption to daily operations.
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Evaluated the effectiveness of existing training initiatives using key performance metrics, making data-driven adjustments when necessary.
- Optimized budgets for all training activities by negotiating vendor contracts and seeking cost-effective solutions without compromising quality.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Oversees collection of information related to product knowledge and development of training modules
- Manage and implement training initiatives and follow-ups with Team Leaders and Trainers following standard company follow-up plans after all training is completed
- Ensuring an adequate supply of training resources to meet 'training demand' and maintain quality level, through the range and quantity of training
- Engagement with external clients to drive campaign deliverables, completion, updates and performance and represented Training during client meetings, round tables, and performance reviews
Full Time Product Trainer
TRANSCOM WORLDWIDE INC
02.2015 - 04.2017
- Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout the organization.
- Designed and administered competency tests to evaluate trainee mastery, providing actionable insights for targeted coaching opportunities.
- Established strong relationships with clients by providing ongoing support after initial trainings, resulting in high client retention rates.
- Enhanced the overall customer experience with in-depth product demonstrations and hands-on sessions, resulting in increased satisfaction scores.
- Increased employee retention rates through informative and engaging new hire onboarding programs that promote company culture and values
- Facilitated virtual, in-person and blended learning sessions.
Customer Service Representative
TRANSCOM WORLDWIDE INC
09.2011 - 04.2015
- Repair, Sales and Billing Representative
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
TELETECH CUSTOMER CARE MANAGEMENT, INC.
12.2010 - 06.2011
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Secondary Education - Major in English
WEST VISAYAS STATE UNIVERSITY
01.2007
Skills
- Program or Curriculum / Initiative Design and Implementation
- Results / Performance Monitoring thru Data analysis
- Facilitation and effective training delivery
- Interactive blended learning
- Strategic planning
References
- Dexter Dimapilis, Customer Experience Manager, WalkingCo, 2F Keyland Valero, Makati City, 0968.858.3987
- Reynaldo Yulores, Customer Experience Director, WalkingCo, 2F Keyland Valero, Makati City, 0918.985.2281
Timeline
Senior Learning and Curriculum Developer
WalkingCo
07.2022 - Current
Training Supervisor/Master Trainer
TRANSCOM WORLDWIDE INC
04.2017 - 07.2022
Full Time Product Trainer
TRANSCOM WORLDWIDE INC
02.2015 - 04.2017
Customer Service Representative
TRANSCOM WORLDWIDE INC
09.2011 - 04.2015
Customer Service Representative
TELETECH CUSTOMER CARE MANAGEMENT, INC.
12.2010 - 06.2011
Bachelor of Secondary Education - Major in English
WEST VISAYAS STATE UNIVERSITY
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