Sarah Jane Pacificar
Training & Quality Manager
City Of Muntinglupa
Summary
Dynamic business leader with over 3 years of expertise in training and operations management. Cultivated strong decision-making and problem-solving abilities, contributing to informed judgments that drive the program's success.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Training & Quality Manager, Multiple Projects
Concentrix
01.2023 - Current
- Provide support to multiple projects, totaling over 500 full-time equivalent (FTE)
- Manage the implementation of training and quality processes across diverse industries including Telco, Technology and Retail
- Partner with leadership to synchronize training initiatives with organizational goals and objectives
- Foster a conducive learning atmosphere by encouraging open communication among staff members throughout ongoing training sessions
- Lead the creation and execution of various training courses to ensure effective onboarding of new employees
Senior Team Leader, US Retail - Voice LOB
Concentrix
03.2022 - 01.2023
- Facilitated the training and onboarding process for new Team Leaders
- Collaborated with the Training Team to develop new hires during both nesting and post-training phases
- Established internal glide path targets for the new hires
- Attended Weekly Meetings with the Senior Management to discuss and review Performance
- Implemented performance improvement strategies
Senior Team Leader, US Retail - Back-Office
Concentrix
03.2022 - 10.2022
- Worked with BBBy Clients in creating Process Documents
- Collaborated with BBBy Clients and Team Leaders in analyzing and reviewing staffing needs
- Managed a cluster of back-office teams who action pre-shipment and post-shipment requests from both BBBy Clients and Customers
Team Leader, US Retail - Multiple LOBs
Concentrix
04.2020 - 03.2022
- Mentored and guided agents and newly recruited team leaders
- Maintain the partnership with the clients by providing timely feedback regarding their escalations
- Helped the cluster be up to date with client updates
- Launched a new line of business for the Messaging group
Team Leader, Technology & Sales - Voice LOB
Concentrix
06.2019 - 04.2020
- Managed the performance of Sales Development Representatives
- Conducted regular coaching sessions
- Created Targets and Incentive Proposals
- Occasionally created processes for new campaigns
- Built reports and presentations for Weekly and Monthly Business Reviews
Sr. Trainer I, Technology - Multiple LOBs
Concentrix
03.2017 - 06.2019
- Conducted New Hire Classes
- Assisted New Hire agents during Nesting Period
- Managed 0 - 30 Performance of agents coming fresh from New Hire Training
- Proposed for Curriculum Revisions for Communications and Product Training
- Created a Post Mortum report every end of a Training Ramp
Trainer, Multiple Projects - Voice LOB
Concentrix
01.2016 - 03.2017
- Conducted Culture and Communications Training
- Send Day End Reports to our stakeholders
- Onboarded Product Trainers about the class that will be endorsed to them
Education
Bachelor of Science - Hospitality Administration And Management
De La Salle - College Of Saint Benilde
Taft Avenue, Manila 05.2008 - 02.2012
Skills
Staff education and training
Team Management
Adult learning theories
New hire on-boarding
Written and oral communication
Timeline
Training & Quality Manager, Multiple Projects
Concentrix
01.2023 - Current
Senior Team Leader, US Retail - Back-Office
Concentrix
03.2022 - 10.2022
Senior Team Leader, US Retail - Voice LOB
Concentrix
03.2022 - 01.2023
Team Leader, US Retail - Multiple LOBs
Concentrix
04.2020 - 03.2022
Team Leader, Technology & Sales - Voice LOB
Concentrix
06.2019 - 04.2020
Sr. Trainer I, Technology - Multiple LOBs
Concentrix
03.2017 - 06.2019
Trainer, Multiple Projects - Voice LOB
Concentrix
01.2016 - 03.2017
Bachelor of Science - Hospitality Administration And Management
De La Salle - College Of Saint Benilde
05.2008 - 02.2012
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