Hi, I’m
Sheila Marie Alcantara
Leadership & Development Manager
Bacolod City
Summary
- Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
- Dedicated people manager with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
years of professional experience
3
years of post-secondary education
Work History
TeleTechBacolod City
Manager, Learning and Development
12.2021 - Current
Job overview
- Onboarded new employees with leadership training and onboarding
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with internal team and client partners through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Consult with Directors and Associate Directors to identify leadership development needs and performance gaps.
- Facilitate training effectively utilizing a variety of delivery mechanisms including traditional instructor-led, co-facilitation, and virtual classes.
- Build bench strength through high performing/high potentials programs for employees looking to promote to the next level.
- Use positive reinforcements and adult learning techniques to promote learning and skill improvement.
- Identify training opportunities through working knowledge of the job.
- Develop post training support and reinforcement tools to sustain behavioral change and drive improved performance
TeleTechAt-Home
Instructional Designer
02.2020 - 11.2020
Job overview
- Planned and monitored implementation of technology-based learning programs.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Contributed to development of comprehensive employee training courses.
- Delivered private instruction to adult learners in variety of fields on leadership development, professional writing, business communication and delivery of proposals and presentations.
- Provided job analysis in line with instructional design principles for successful mentoring.
- Teamed with subject matter experts in evaluation and revision of training tools in order to continually improve learning platforms.
- Targeted diverse learning modalities in development of new course content and training programs.
- Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve student learning goals.
- Designed course materials and supported implementation.
TeleTech
Global Leadership Senior Trainer
06.2016 - 01.2020
Job overview
- Responsible for implementing and driving successful training program delivery through leading and managing team of leadership development program and project partners.
- Provides consultancy for operational partners through the implementation of Training Needs Analysis techniques, development of content, execution and post-implementation measurement of initiatives. Conducts needs analysis through the assessment of current training programs and provides feedback to assist in the development of a comprehensive training delivery strategy.
- Communicate problems clearly and reassures customers that issue will be resolved quickly and delivers with minimum long-term impact.
- Project managing teams to ensure learning and delivery is successful in certifying on-boarded leaders of the company.
- Content material research, preparation and creation to be utilized and facilitated in webinar leadership sessions.
TeleTech
Learning and Development Trainer
04.2011 - 06.2016
Job overview
- Facilitated virtual, in-person and blended learning sessions.
- Designed and delivered web-based, self-directed learning materials.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Worked with vendors to customize courseware to accommodate business needs.
- Trained and mentored 500 new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Built and maintained professional relationships with client partners.
- Developed and executed performance management programs to increase employee engagement and productivity.
TeleTech
Quality Assurance Specialist
09.2010 - 03.2011
Job overview
- Fixed identified issues to increase productivity and boost workflows.
- Monitored product standards and quality-control programs.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Promoted adherence to quality standards by educating personnel on quality control.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Addressed non-conformance issues, pausing production to correct errors.
TeleTech
Subject Matter Expert
03.2009 - 08.2010
Job overview
- Designed and prepared technical reports, studies, and related documentation.
- Monitored and tracked user progress to identify improvement opportunities.
- Assembled, installed and tested new equipment and trained users in effective operation.
- Prepared proposal documentation and specifications based on user analytics.
- Facilitated product development with implementation of standard best practices.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
TeletechDumaguete
Health Insurance Representative
07.2008 - 02.2009
Job overview
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Developed relationships with providers and networks to achieve favorable client coverage.
- Monitored changes in health insurance laws and regulations to verify continuous compliance.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
People Support (Aegis)Cebu City
Senior Travel Specialist
01.2008 - 06.2008
Job overview
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Updated and maintained customer databases to increase customer retention.
- Generated reports on travel trends and customer feedback to inform business goals.
- Collaborated with colleagues to create and promote special travel packages.
Convergys (Concentrix)Cebu City
Customer Service Representative
09.2005 - 12.2007
Job overview
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Educated customers about billing, payment processing and support policies and procedures.
Sibulan Municipal High SchoolSibulan
Substitute English Teacher
06.2004 - 01.2005
Job overview
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Provided instruction for students in core subject areas.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Monitored student progress and provided feedback to students, parents and school administrators.
- Collaborated with colleagues to develop innovative approaches to teaching.
- Adapted lesson plans and student activities to meet needs of students with special learning needs.
Forex Credit and Business ShopDumaguete City
Loan Clerk
04.2001 - 12.2004
Job overview
- Interviewed borrowers to verify financial and personal information submitted on loan applications.
- Presented borrowers with information about repayment and terms of loans.
- Scheduled and conducted mortgage closings.
- Maintained correspondence and completed forms related to loans and closings.
- Delivered excellent customer service and answered questions from borrowers throughout loan process.
- Monitored key dates to obtain information by deadlines.
- Documented borrower's information in loan processing system and resolved any discrepancies.
Education
Negros Oriental State UniversityDumaguete City
Bachelor of Science from Secondary Education Major in English
10.2001 - 03.2005
Skills
Leadership training
Timeline
Manager, Learning and Development
TeleTech
12.2021 - Current
Instructional Designer
TeleTech
02.2020 - 11.2020
Global Leadership Senior Trainer
TeleTech
06.2016 - 01.2020
Learning and Development Trainer
TeleTech
04.2011 - 06.2016
Quality Assurance Specialist
TeleTech
09.2010 - 03.2011
Subject Matter Expert
TeleTech
03.2009 - 08.2010
Health Insurance Representative
Teletech
07.2008 - 02.2009
Senior Travel Specialist
People Support (Aegis)
01.2008 - 06.2008
Customer Service Representative
Convergys (Concentrix)
09.2005 - 12.2007
Substitute English Teacher
Sibulan Municipal High School
06.2004 - 01.2005
Negros Oriental State University
Bachelor of Science from Secondary Education Major in English
10.2001 - 03.2005
Loan Clerk
Forex Credit and Business Shop
04.2001 - 12.2004
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