Experience

Authorify

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Freelance

  • Mar 2022 - Present

  Summary and Highlights: • Remote team management • Leads a team that specializes in customer retention • Developed process documents that were implemented as SOPs for the company Summary and Highlights: • Remote team management • Leads a team that specializes in customer retention • Developed process documents that were implemented as SOPs for the company



VXI Global Solutions, LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Site Training Manager

  • Jan 2020 - Dec 2021

  Summary and Highlights: • Responsible for managing the training department of VXI’s Makati site with more than 1400 agent headcount spread out across 13 programs • Successfully launched 3 major programs for the site • Managed through heavy ramps in the middle of the pandemic implementing both virtual and onsite type of training navigating around local restrictions and/or client protocols • Standardized the nesting process for both virtual and brick and mortar settings • Was involved with the development of VXI’s virtual training playbook in lieu of the pandemic that changed the training landscape • Developed and launched training engagement initiatives that promoted employee retention designed to address both virtual and onsite training classes Show less



STARTEK Philippines

• Philippines
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Training And Quality Manager

  • Jul 2009 - Dec 2019

  Summary and Highlights: • Responsible for managing the training and quality team for programs with different lines of businesses from technical support, customer service, sales, order support, chat and email support. • Responsible for all training and quality related transactions across three sites (Makati PH and 2 US sites) • Centralized all the QA work to our Philippine site and managed all the sites in business with the clients I supported • Certified in curriculum design and evaluation • Knowledgeable about call center financials; created manuals to help newly onboarded managers to be able to understand and update financial trackers for their respective programs • Created training documents used for onboarding newly promoted managers • Involved in leadership and development training projects for the organization • Trained several classes the in the United States; Experienced in managing remote staff located in the US Show less