Anton J. Bongco, CSSGB
Director of Training & Quality at VirtualStaffing- Claim this Profile
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Topline Score
Bio
Credentials
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EF SET
Common Eurropean Framework of ReferenceOct, 2020- Oct, 2024 -
Six Sigma Green Belt (CSSGB)
HGS - Hinduja Global SolutionsNov, 2010- Oct, 2024
Experience
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VirtualStaffing
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Philippines
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Director of Training & Quality
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Aug 2021 - Present
* Lead Training & Quality function in managing multiple sites across Leyte * Leverage Project Management to onboard new programs and Leadership roles * Enabling VSS Academy as a key differentiator to enhance talent development across the organization * Lead Training & Quality function in managing multiple sites across Leyte * Leverage Project Management to onboard new programs and Leadership roles * Enabling VSS Academy as a key differentiator to enhance talent development across the organization
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Continuum Global Solutions
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Learning and Development Manager
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Nov 2020 - Aug 2021
* Managed E2E New Hire delivery for Healthcare, Travel and Telco vertical in multiple sites * Build Training infrastructure across multiple sites * Transitioned learning landscape from Classroom training vs. Virtual platform * Standardized and aligned training processes across site programs * Managed E2E New Hire delivery for Healthcare, Travel and Telco vertical in multiple sites * Build Training infrastructure across multiple sites * Transitioned learning landscape from Classroom training vs. Virtual platform * Standardized and aligned training processes across site programs
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Transcom
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Training Delivery Manager
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Dec 2017 - Dec 2019
• Delivered End to End New Hire training to Technical vertical (Comcast) • Partnered with Operations and Quality to manage training gaps in Nesting and Tenured performance • Oversee the development of New Hire training curriculum and developmental courses • Reviewed and formulate training outlines and determine appropriate instructional methodologies and formats • Formulated Individual Development Programs (IDP) for Training staff • Instituted Instructional Design System in training interventions thru ADDIE principle • Managed training gaps with Quality in 0-90 day Nesting performance as defined by Training Needs Analysis (TNA) • Aligned and standardized Training processes across different LOBs • Participated in daily Client interface to review New Hire performance KEY CONTRIBUTIONS: • Introduced Scenario Based Learning (SBL) in Product Training achieving certification rate 50% > 96% • Rolled out Engagement model to actively involve HR, Operations, Quality and WFM leaders during process training leading to minimized attrition 41% < 8%. • Collaborated with Quality in revising QA monitoring form with emphasis on call behaviors vs. call drivers resulting to 3% monthly progression on VOC (Voice of the Customer) scores. • Partnered with Innovations, Operations and Quality in introducing VR (Virtual Reality) technology to address new hire speed to proficiency minimizing VOC learning curve 4 weeks vs. 2 weeks Show less
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Expedia Group
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United States
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Software Development
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700 & Above Employee
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Learning and Development Program Manager
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Apr 2016 - Dec 2017
• Provided strategic support to Vendor Training Manager’s of Travel vertical with multiple LOBs (Customer Service, Sales, Chat, Social Media, GDS, Back Office) in multiple Partner sites across PH geo. • Reviewed training outlines and collaborated with Instructional Design to determine appropriate instructional methodologies and formats • Delivered developmental trainings to Leaders of cross function departments within Vendor sites • Administered Bi – Yearly Trainer observation and certification to Vendor Training teams • Provided weekly cadence with Partner Training on business reviews on new hire performance • Oversee new business and program launch across Partner network. • Disseminated Client mandated process & product updates KEY CONTRIBUTIONS: • Standardization of Training processes across the Vendor network to achieve Quality/CSAT site goals • Integrated Quality Customer Interaction (QCI) in New Hire training curriculum to improve CSAT • Calibrated with Recruitment introducing Emotional Quotient (EQ) as a new perspective in New Hire profiling Show less
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UnitedHealth Group
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Manager - Capability Development
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Nov 2014 - Apr 2016
• Provided tactical support to Healthcare vertical with multiple LOBs (1400 FTE) in McKinley/QC sites: Helpdesk, Financial (Open Enrollment/Billing & Payments), Billing/Reconciliation/Enrollment – Back office/Chat LOB (Medical Coding/Claims) • Delivered End to End (Foundations to Nesting) New Hire Training via blended curriculum • Accountability in 0-90 days New Hire performance as defined by Training Scorecard • Introduced process improvement and innovation aligned with LOB KPI’s • Oversee Training content review on Client mandated P&P updates and Update Management Process • Administered Trainer Observation in New Hire and Up training classes to ensure Training effectiveness • Set up weekly cadence with Program stakeholders on training updates and interventions • Supported Care bay project to ensure improved performance for program outliers. • Provided weekly engagement/coaching sessions with staff to ensure adequate support and guidance KEY CONTRIBUTIONS: • Enabled SBL methodology across the business resulting to improved 0-30 day New Hire QA performance with minimized trainee learning curve by 2 weeks during Nesting phase. • Formulated Blended training curriculum integrating Communications and Process training to minimize training timelines from 4 weeks to 3 weeks with minimized cost on Trainer resource by 100% • Enhanced SME buildup to support training delivery in other LOBs to address Trainer support ratio (1:100) thereby, minimizing training cost by 50% • Collaborated with Communications in customizing Foundations Training specific to LOB requirements improving CSAT performance = 8% • Standardized and aligned training processes across LOBs eg. Training Goal Agreement, Engagement Model, Update Management Process ensuring effective management supervision • Designed training modules and delivered quarterly Behavioral Training to upskill staff Show less
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Sutherland
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Information Services
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1 - 100 Employee
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Site Training Manager
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Jul 2012 - Nov 2014
• Provided tactical support to a mix of Inbound and Outbound Technical/Sales/Back Office/Chat/Financial/Customer Service/Seasonal/Online Retail/Telco verticals across multiple sites • Managed New Hire Training effectiveness and 0-30 days Nesting performance • Delivered End to End (Product Specifics to Nesting) New Hire Training • Collaborated with Operations and Quality to manage training gaps in tenured performance • Perform administrative and reporting functions by generating Training Dashboard and MIS Report • Supervised Individual Developmental Programs (IDP) for Program Trainers and Virtual Trainers • Ensure alignment and standardization of Training processes across programs • Collaborated with Transitions in new program launches and/or program expansions KEY CONTRIBUTIONS: • Standardized Nesting Process across site programs achieving 94% Certification rate • Standardized Engagement Model across site programs defining role of stakeholders during the Training phases resulting to 4% monthly attrition • Collaborated with Communications Team to cross skill Product Trainers as Foundations/Communications Trainers for continuity of Trainer support from Foundations Training to Nesting phase resulting to utilization of only (1) Trainer across all training stages. • Implemented Scenario Based Learning methodology across (3) site programs to reduce training timelines = 2 weeks and minimized trainee learning curve = 2 weeks resulting to improved certification rate = 95% • Expanded site capacity programs from initial 4 >10 , Increasing steady state head count (HC) 315 in 2012 vs. 960 HC as of Q1 2014 Show less
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HGS - Hinduja Global Solutions
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Training Supervisor
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Jun 2003 - Jul 2012
• ISO/ISMS Process Owner - ISO27001 and ISO9001 to ensure compliance with ISO/ISMS standards • Partnered with Recruitment for New Hire applicants final panel interview • Conducted individual, group and organization based Training and development needs analysis • Plan, develop and deliver individual/group training and instructional programs based on needs analysis • Oversee and coordinate the development and preparation of Training Manuals and Instructional materials KEY CONTRIBUTIONS: • Lead ISO 9000/27001 Certification of AMEX program for 5 years. • Designed 3 day pre Sales Training module to improve sales perception of cross skilling customer service • Pioneered 100% Certificate rate for 2 New Hire classes • Implemented Panel interview vs. one on one interview for new hire applicants thereby, improving new hire success rate by 40% Show less
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Education
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University of St. La Salle
BS Commerce, Marketing Management
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