L&D Director

• Nov 2022 - Present

Transformation Director

• Oct 2021 - Nov 2022

Training and Compliance Leader

• Jan 2020 - Oct 2021

This position is responsible for managing Training and Compliance for both North America Operations for Order to Cash.Daily operations include managing the Compliance Analysts and Trainer positions. This includes supporting internal control evaluations and Sarbanes –Oxley compliance activities, including audit planning and coordination, risk assessments, operational communications, audit recommendations and control/operational implementations.

Operations Strategy and Compliance Manager

• Mar 2019 - Jan 2020

Managing the multidisciplinary Compliance team including Production and Upskill trainers, Inspectors and Quality Assurance representatives overseeing two operations. Transition experience of operations developing SOP, ramp up plans, controls and risk assessments. • Oversee two operations on strategic plans to improve Quality and meeting KPIs. • Development of SMEs for each of the operations. • Internal Controls point of contact for internal audits and proposals. • Ensure all SOX inspections are completed, accurate, and in line with Internal Controls and PWC standards. • Reduce billing defects with identifying key areas of opportunity and implementing controls to mitigate and reduce adjustments.• Work with Xerox Partners to identify synergy opportunities among different groups.• Work along Operations to provide associates with all tools required to ensure highest level of quality. • Manage initiatives and projects for the development of the associates.• Manage Organizational development initiatives. See less Show less

Training and Compliance Manager Xerox

• 2016 - Mar 2019

• Managing the multidisciplinary Compliance team which includes Quality assurance representatives, inspectors, and trainers. • Manage 9 different work streams within the Compliance team and meet deliverables. • Develop team members in their roles by providing coaching. • Development of SMEs for each of the operations. • Ensure SOX requirements are being met through Inspections and Controls.• Internal Controls point of contact for internal audits and proposals. • Ensure all SOX inspections are completed, accurate, and in line with Internal Controls and PWC standards. • Development of training and required refreshers for the COE to meet Compliance and timeliness KPIs.• Reduce billing defects with identifying key areas of opportunity and implementing controls to mitigate and reduce adjustments.• Work with Xerox Partners to identify synergy opportunities among different groups.• Ensure all Inspections and Approval Results are delivered on time and accurately.• Work along Operations to provide associates with all tools required to ensure highest level of quality. • Manage escalations and provide accurate and fast resolution. • Manage initiatives and projects for the development of the associates. • Manage training calendars and access level for new hires and existing reps.• Manage Organizational development initiatives. Show less

Trainer

• Sep 2014 - Apr 2016

• Train new hires in processes and billing procedures. • Manage and follow up with associates with compliance and financial accuracy metrics. • Development of new materials and creation of tests. • Inspection of contracts in accordance to procedures established.• Support for management to ensure financial metrics and billing timeliness are being achieved. • Identify key areas of opportunity and develop action plans to ensure improvement. • Assist associates with questions and serve as key support for follow up and escalations. • Management support to develop associates and their skills. Show less

Teacher Assistant

• 2018 - 2018

Teacher Assistant for Film School Teacher Assistant for Film School

Training Lead

• Jan 2014 - Sep 2014

• Creation of Computer Based Trainings to improve grammar, accent, and soft skills.• In charge of all reports relating trainers and respective trainees. • Planning and scheduling trainings. • Selection and calibration of new trainers. • Creation of material used during training. • Direct point of contact for Recruitment and HR. • Class observation and feedback for trainers. • Translation of documents and subtitling of videos. • Engagement activities for new hires. • Staff support during Client Visits and Summits. Show less

Foundation Level Trainer

• May 2011 - Jan 2014

• English trainer for new hires. • Training in grammar, accent, reading and listening comprehension skills, and soft skills. • Develop and polishing of English skills for agents of each account. • Improvement tracking and reports relating trainee’s interpersonal skills and customer service skills.

QA Lead

• Oct 2010 - May 2011

• Agent distribution among QAs based on stack ranking.• Quality reports for MBR and QBRs. • Calibration with Manila and Philippines QA Leads. • Calibration with internal/external auditors. • Tracking of audit and feedback completion for 3 QAs. • Follow up in Performance Improvement Plans for agents.

QA

• Apr 2010 - Oct 2010

• Monitoring calls and providing feedback. • Keeping track of progress and areas of opportunity. • Calibration of new hires and training relating policies and procedures. • Calibration with internal/external auditors. • Tracking of audit and feedback completion. • Support for training and supervisors.