Karl Angelo Layug Peña
Placement Consultant at My Mountain Mover- Claim this Profile
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English -
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Filipino -
Topline Score
Bio
Credentials
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Becoming an Agile Coach
LinkedInAug, 2023- Nov, 2024 -
Organizational Learning and Development
LinkedInAug, 2023- Nov, 2024 -
The Non-Technical Skills of Effective Data Scientists
LinkedInMar, 2023- Nov, 2024 -
Creating Inclusive Learning Experiences
LinkedInFeb, 2023- Nov, 2024 -
Essential New Skills in Learning & Development
LinkedInFeb, 2023- Nov, 2024 -
Six Sigma: White Belt
LinkedInFeb, 2023- Nov, 2024 -
What You Need to Know to Get Started with Your Training Program
LinkedInFeb, 2023- Nov, 2024 -
Data-Driven Learning Design
LinkedInJan, 2023- Nov, 2024
Experience
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My Mountain Mover
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United States
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Outsourcing/Offshoring
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1 - 100 Employee
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Placement Consultant
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Oct 2023 - Present
Outsourcing, Social Media Marketing, Email Marketing, Project Management, Graphic Design, Brand Consulting, Real Estate Marketing, Administrative Assistance, Executive Administrative Assistance Outsourcing, Social Media Marketing, Email Marketing, Project Management, Graphic Design, Brand Consulting, Real Estate Marketing, Administrative Assistance, Executive Administrative Assistance
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Newcross Healthcare Solutions
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United Kingdom
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Hospitals and Health Care
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700 & Above Employee
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Team Leader
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May 2023 - Sep 2023
Recruitment Team Recruitment Team
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American Express
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United States
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Financial Services
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700 & Above Employee
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Customer Service Team Lead
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Aug 2015 - Jan 2023
● Led team of 15 to 20 Customer Care Professionals by providing real-time support, coaching and feedback, taking escalation calls, and cascading updates on policies and procedures that resulted to 100% health of compliance and 110% improvement of Overall Satisfaction (OSAT), Refer to Friend (RTF), and Customer Handle Time (CHT)● Collaborated with the team and initiated action plans and projects that helped the team achieve the top 5% ranking out of 20 teams● Maintained healthy team dynamics by establishing equality, fairness, promoting inclusion and diversity and reiterating the value of integrity; resulted in less than 5% attrition● Carefully analyzed KPI data and behavior manifested, interpreted and presented findings, challenges, opportunities, action plans, and expectations to the stakeholders. and achieved 5% week-on-week improvement● Supported the day-by-day operations by collaborating colleagues and with different departments such as training, workforce, and project management teams that helped achieve 100% goal attainment for real-time metrics such as attendance and CHT Show less
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Learning Specialist
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Aug 2015 - Oct 2018
● Facilitated training sessions for new hires through classroom discussions and On-the-job Training, applying different learning theories and techniques that resulted to 90% certification rate for more than 10 classes● Incorporated sales discussions including offering of products and services, highlighting features and benefits to drive card spend and/or sell card products and services that resulted in 100% goal attainment during certification period for offer and accept rates● Performed one-on-one sessions with the trainees that included discussion of opportunities and strengths,, policies and procedures review, and motivational talks that resulted in the 90% certification rate● Facilitated training sessions for tenured professionals for skill enhancements, upskilling, and updates which resulted in 0% compliance errors● Mentored colleagues to aid and maintain growth and development within the team that led to 5 promoted teammates and positive feedback from colleagues Show less
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Convergys Corporation
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Metro Manila
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Trainer
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Jul 2010 - 2015
● Facilitated training sessions incorporating Grammar, Pronunciation, American Culture modules, and Product-Specific modules using effective training techniques and methods, taking the Adult Learning Principle into consideration . ● Certified new trainers in the program and organization; Mentored colleagues to aid growth and development within the team and organization ● Acted as Person-in-Charge in the absence of the Training Delivery Manager by attending meetings with stakeholders, creating training plans and schedules, assigning classes to the trainers; reviewed training materials and provided feedback to the clients ● Facilitated training sessions for members of the leadership team. Sessions include coaching, facilitation and presentation and team handling. Show less
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Convergys Philippines
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Metro Manila
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Customer Service Representative
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Nov 2009 - Jul 2010
Assisted customer with their order enrty and service recovery concerns via phone, chat, and email. Assisted customer with their order enrty and service recovery concerns via phone, chat, and email.
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Education
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2004 - 2008
San Beda College
Bachelor of Science (BS), Registered Nursing/Registered Nurse
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