Raymond Almeda
Techincal Trainer
Quezon City,Metro Manila
Summary
An accomplished, results-driven BPO and IT Outsourcing professional with over 13 years of experience specializing in various verticals such as eCommerce, Inbound Customer Service, Inbound Technical Support, E-mail / Chat Services, Back Office Services and IT Service Desk.
Has extensive experience in training and quality that handles medium to large scale IT accounts in a fast paced and dynamic environment, done through strategic planning and systematic implementation/execution. Has shown consistence in achieving top ratings for managed teams as well as retaining highly qualified individuals through constant career development.
Strategic and analytical professional with 4 years of success in analysis and reporting. Talented in delivering advanced Excel and SQL reporting to plan, design, execute and evaluate report results. Highly adept in analyzing business needs using technical skills to provide data and information analysis to achieve continuous improvement. Proficient in advanced MS Excel formulas and functions to produce data-driven reports. Expert in creating reports writing SQL queries and analyzing SQL data.
An advocate of excellent customer experience!
A computer hardware guru that has a passion in building and improving computer systems, networking, software solutions but IT in general.
Overview
14
14
years of professional experience
Work History
Client Capability Analyst - SLA and Billing
Enterprise Services Phil. Inc. (DXC Technologies)
Quezon City , Metro Manila
2021.09 - Current
- Generated $63,319.00 in a single month by implementing cost-saving initiatives that addressed long-standing problems.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Carried out day-to-day duties accurately and efficiently.
- Used coordination and planning skills to achieve results according to schedule.
- Researched and resolved issues regarding integrity of data flow into databases.
- Identified and documented detailed business rules and use cases based on requirements analysis.
- Reviewed current analytics implementations and provided recommendations for realignment to customer KPIs or technical best practices.
- Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users.
- Used statistical methods to analyze data and generate useful business reports.
- Developed tables, views and materialized views using SQL.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
Client Capability Analyst - Training and Quality
Enterprise Services Phil. Inc. (DXC Technologies)
Quezon City , Metron Manila
2018.08 - 2021.08
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Managed new employee orientation training process for more than 300 employees each year.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Delivered new employee onboarding and training sessions via Teams.
- Coordinated technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Applied adult learning and performance expertise to assess behavioral issues impacting work performance.
- Developed departmental systems and procedures to better align workflow processes.
- Developed surveys to identify training needs based on projected production processes and changes.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
Client Capability Analyst - Problem Manager
Enterprise Services Phil. Inc. (DXC Technologies)
Quezon City , Metro Manila
2017.10 - 2018.07
- Used logic and imagination to analyze situations and develop intelligent solutions.
- Employed excellent discovery skills to match customer needs with solutions.
- Creating and updating of Problem Records.
- Organizing and chairing Problem Investigation and Problem Review Meetings.
- Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements).
- Performing trend analysis of important services or historical incidents.
Training Supervisor
Dell
Quezon City , Metro Manila
2014.10 - 2017.09
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed new employee skills and strengths to provide customized training.
- Gathered data about course success and participant experiences to help with future course planning.
- Integrated technology resources into courses to diversify instruction.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Collaborated with company leaders and department managers to determine training needs.
- Worked with central management to identify, plan, align and address training needs.
Team Manager
Alorica
Quezon City , Metro Manila
2011.08 - 2014.10
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Handle concerns or roadblocks that might cause hinder an agent’s success in the company.
- Facilitate the team meeting and roll outs for any updates or memos.
- Does constant monitoring and coaching to make sure that we don’t sacrifice quality of service versus any other metrics.
- Develop future leaders and groom them on their chosen career path.
Technical Trainer
NCO Group
Quezon City , Metro Manila
2008.05 - 2011.02
- Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs.
- Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.
- Cultivated customized curriculum and course content to address organizational technology training mandates.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
- Blended traditional learning approaches with existing and new technologies and used variety of learning tools to create and deliver learning programs that produced results.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Updated training coursework and requirements according to group and technology changes.
- Trained and mentored new personnel hired to fulfill various roles.
Education
No Degree - Bachelor of Science in Electrical Engineering
Polytechnic University of The Philippines
Sta. Mesa, ManilaSpecialized Health And Safety Course / Caregiver - Health And Safety Course
The Philippine National Red Cross
Quezon City 2006.05 - 2006.05
Skills
Technical Analysis
undefinedTimeline
Client Capability Analyst - SLA and Billing
Enterprise Services Phil. Inc. (DXC Technologies)
2021.09 - Current
Client Capability Analyst - Training and Quality
Enterprise Services Phil. Inc. (DXC Technologies)
2018.08 - 2021.08
Client Capability Analyst - Problem Manager
Enterprise Services Phil. Inc. (DXC Technologies)
2017.10 - 2018.07
Training Supervisor
Dell
2014.10 - 2017.09
Team Manager
Alorica
2011.08 - 2014.10
Technical Trainer
NCO Group
2008.05 - 2011.02
Specialized Health And Safety Course / Caregiver - Health And Safety Course
The Philippine National Red Cross
2006.05 - 2006.05
No Degree - Bachelor of Science in Electrical Engineering
Polytechnic University of The Philippines
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