Zeinab Milah Mariano
Makati City, Metro Manila,00
Summary
Experienced professional with 10+ years in training, staff development, and customer satisfaction. Team-oriented self-starter adept at communication, analysis, and organization. Expertise in developing and enhancing training programs for employees at all levels. Proficient in utilizing tools like Articulate Storyline, Canva, Vyond, and Synthesia to create engaging and impactful learning materials. Strong commitment to continuous improvement and consistently delivering exceptional results.
Overview
20
20
years of professional experience
Work History
Training & Quality Supervisor
HGS Offshore Staffing Solutions
10.2021 - Current
- Developed and supervised 3 trainers through regular coaching and train-back sessions.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Managed new employee orientation training process for more than 600 employees each year.
- Spearheaded design and implementation of multiple training courses according to the results of the yearly client training needs analysis.
- Collaborated with other departments to align training programs with organizational goals and objectives of over 80 accounts.
- Communicated all learning and performance objectives, schedules, and training assessments to relevant stakeholders.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Conducted orientation sessions for new clients, offering conversion of training materials to online learning modules
Senior Supervisor
The Covenant Car Company, Inc.
10.2017 - 10.2020
- Communicated monthly training calendar and requirements to more than 25 dealer principals or sales managers
- Prepared the budget and memo for approval of monthly training to be conducted
- Prepared liquidation reports of trainings conducted
- Tabulated and interpreted evaluation results of training courses, and shared results to upper management and relevant stakeholders
- Encoded all information of stewards in the training database and ensured the training records are updated
- Conducted training on communication, professionalism, and customer service
- Created modules and aids for business communication
- Assisted trainers in material research, activities and editing of modules
- Handled the logistical requirements and prepared the purchase requisition for the materials needed by the Academy
- Coordinated with Human Resources on department competencies in the establishment of training framework for succession planning.
Supervisor for Training
The Covenant Car Company, Inc.
07.2016 - 10.2017
- Prepared training passports and ensured accurate encoding of employee information of more than 30 new hires monthly.
- Disseminated information about the courses offered to dealers and stewards.
- Managed the logistical requirements for trainings offered.
- Conducted training on communication and customer experience.
- Assisted 4 product trainers in the construction of training modules and test questions for their respective modules.
- Prepared evaluation report after results of the trainings have been tabulated and interpreted, and shared with relevant stakeholders.
Senior Specialist for Training
The Covenant Car Company, Inc.
04.2014 - 07.2016
- Prepared training passports and encoded employee information of averaging 30 new hires monthly.
- Disseminated information about the courses offered to dealers and stewards.
- Prepared evaluation report after results of the trainings have been tabulated and interpreted.
Senior Operations Specialist
Emerson Electric Asia, Ltd. - ROHQ
01.2013 - 03.2014
- Managed Emerson Climate Technologies’ training program (School of Excellence) for 300 employees.
- Managed training calendar and ensured execution of monthly training offerings.
- Maintained training modules and database of training attendance.
- Coordinated with managers and team leads on training needs of employees.
- Sourced trainings not provided internally.
- Trained customer care and core skills for new hires on a monthly basis.
- Assisted in the end-to-end recruitment process.
- Ensured seamless on-boarding and transition of new hires until regularization.
- Maintained contact information of employees for business continuity program.
Inside Sales Representative
Emerson Electric Asia, Ltd. - ROHQ
05.2010 - 01.2013
- Managed 200 small to mid-size original equipment manufacturers (OEM) accounts
- Entered and tracked sample orders sent to customers as possible lead for sales or new business opportunities
- Achievements: Lead Process Documenter and Controller for Inside Sales in preparation for ISO 9001:2008 Certification (June 2012)
- Productivity Plus for Inside Sales (January 2011)
- Soft Skills Trainer (ad hoc)
- Trained, coordinated and managed team members as assigned
- Assessed temporary employees for recommendation to regular position
- Monitored calls for quality and evaluates employees for coaching or re-training
- Reviewed and develops action plans for soft skills training.
Customer Portal Trainer – Marketing/eBusiness
Sykes Asia/Emerson Climate Technologies
04.2005 - 05.2010
- Administered registrations and trains new users on web-based portal for manufacturers, wholesalers, contractors and end-users
- Kept track of monthly usage of Refrigeration customer users, wholesalers and contractors
- Sent business-to-business reports to wholesales
- Updated information of wholesalers for directory on website
- Achievements: Project Lead for developing the curriculum of School of Excellence (Training Program) (January 2009)
- Trainer/Facilitator, Moments of Truth (Customer Care)
- Productivity Plus for Customer Service (March 2010).
Education
Diploma in Training And Development Management -
DLSU – College of St. Benilde
Manila, Philippines04-2018
Bachelor of Science - Psychology
De La Salle University
Manila, Philippines12-2003
Skills
- Business Communications
- Coaching
- Curriculum Design
- Customer Satisfaction
- Instructional Design
- Learning Management Systems
- Multimedia Integration
- Quality Management Systems
- Technical Writing
- Training Facilitation
- Training Program Development
- Video Editing
Languages
English
Advanced (C1)
Tagalog
Bilingual or Proficient (C2)
Timeline
Training & Quality Supervisor
HGS Offshore Staffing Solutions
10.2021 - Current
Senior Supervisor
The Covenant Car Company, Inc.
10.2017 - 10.2020
Supervisor for Training
The Covenant Car Company, Inc.
07.2016 - 10.2017
Senior Specialist for Training
The Covenant Car Company, Inc.
04.2014 - 07.2016
Senior Operations Specialist
Emerson Electric Asia, Ltd. - ROHQ
01.2013 - 03.2014
Inside Sales Representative
Emerson Electric Asia, Ltd. - ROHQ
05.2010 - 01.2013
Customer Portal Trainer – Marketing/eBusiness
Sykes Asia/Emerson Climate Technologies
04.2005 - 05.2010
Diploma in Training And Development Management -
DLSU – College of St. Benilde
Bachelor of Science - Psychology
De La Salle University
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