Roan Amada
Pasay
Summary
Learning operations and people leader with 12+ years of experience across employee development, coaching, and competency assessment in healthcare operations. Manage team performance against KPIs, identify capability gaps, and support process execution through structured coaching. Coordinate transitions and resolve employee and stakeholder concerns to maintain consistent service delivery.
Overview
15
15
years of professional experience
Work History
Lead Assistant Manager
EXL PHILIPPINES
Pasay
09.2022 - Current
- Led employee development initiatives, enhancing onboarding training, communication, coaching, and upskilling processes.
- Conducted training needs analysis to identify and address skill, knowledge, and performance gaps.
- Evaluated training and coaching outcomes with stakeholders against agreed KPIs.
- Led training for inbound calls, claims, and benefits to support readiness.
- Developed and delivered new-hire training for healthcare provider processes.
- Collaborated with hiring teams to define associate qualifications and refine recruitment.
- Led business reviews and joined client visits to strengthen relationships.
- Coordinated support for transitions, ensuring operational readiness for new accounts.
Assistant Manager
EXL PHILIPPINES
Pasay
07.2016 - 08.2022
Communication Coach
EXL PHILIPPINES
Pasay
02.2016 - 07.2016
Customer Service Executive / Process Trainer
EXL PHILIPPINES
Pasay
04.2014 - 02.2016
Subject Matter Expert
SPi GLOBAL
Makati City
06.2011 - 02.2014
- Provided subject matter expertise and process support to enhance employee knowledge and drive performance improvement.
- Supported training and coaching activities to improve process proficiency and elevate customer service standards.
Education
Bachelor of Arts - Broadcast Communication
University of the Philippines Diliman
04-2011
Bachelor of Arts - Communication
University of the Philippines Baguio
04-2008
Skills
- Healthcare operations management
- Performance management
- Stakeholder management
- Process improvement
- Curriculum planning
- ADDIE
- Competency evaluation
- Outcome review
- Leadership coaching
- Employee Development
- Cross-functional Collaboration
- Content creation
- Communication & Problem Solving
Custom
- Project Management Fundamentals, Skillsoft, 2023-04-01, 2023-05-31
- ADDIE, EXL Philippines, 2022-10-01, 2022-12-31
- Leading in a Virtual Environment, EXL Philippines, 2021-12-01, 2022-01-31
Timeline
Lead Assistant Manager
EXL PHILIPPINES
09.2022 - Current
Assistant Manager
EXL PHILIPPINES
07.2016 - 08.2022
Communication Coach
EXL PHILIPPINES
02.2016 - 07.2016
Customer Service Executive / Process Trainer
EXL PHILIPPINES
04.2014 - 02.2016
Subject Matter Expert
SPi GLOBAL
06.2011 - 02.2014
Bachelor of Arts - Broadcast Communication
University of the Philippines Diliman
Bachelor of Arts - Communication
University of the Philippines Baguio