Summary
Overview
Work History
Education
Skills
Cellular
Languages
Tasks And Skills
Personal Information
Timeline
Generic

Christopher Ray Wells

Haughton

Summary

BPO Leader and Enabler with fourteen years of solid experience in the industry with the top BPO companies in the country covering Tech, Retail, and Financial Services verticals Expertise in Service Delivery, Learning and Development, Enablement, Talent Development, Succession Planning, Project Management, Client Coordination, Continuous Performance Improvement, Analytics, Process Improvement, Knowledge Management, Team/Resource Management, Planning, Strategizing, Implementations, Project/Account/Product Launches Proven ability to deliver, lead, execute and collaborate in a fast-paced, agile environment

Overview

10
10
years of professional experience

Work History

Senior Training Manager – Telecommunications Program

Concentrix
Clark
03.2023 - 05.2025
  • Responsible in handling client and stakeholder engagements
  • Training Needs Analysis and Training and Nesting Implementation
  • Curriculum Development with Production Immersion
  • Training AI implementation in Customer Education Training
  • Conducted assessments of employees' skills and knowledge to identify areas for improvement.
  • Generated reports summarizing the impact of various training programs on employee performance outcomes.
  • Maintained records of all completed trainings including attendance logs and evaluations forms.
  • Analyzed data from surveys or focus groups to assess customer satisfaction with current trainings offerings.
  • Facilitated group discussions to encourage active learning and develop team collaboration skills.
  • Designed, developed, and delivered classroom-based instructional materials.
  • Collaborated with managers to determine training needs and schedule relevant courses.

Expert Trainer - Communications Excellence/Product Specific Training

Sutherland Global Services
Clark
01.2019 - 03.2023
  • Master Trainer in Sutherland Clark and responsible for the skills development of the Clark trainers spanning the full end-to-end ADDIE process
  • Expertise in Learning Theories and Methodologies (Experiential Learning, Adult Learning Principles, Constructivism, Behaviorism, SBL, Bloom’s Taxonomy, Gagne’s Theory, Kirkpatrick Model, etc.)
  • Conducted a positive deviant analysis project for a retail program that enabled surpassing the goal of 80% for CSAT that was failing for three consecutive months
  • Analyzed, designed, developed, and implemented as a training resource a training curriculum that would ensure that call center finishing course applicants would meet the minimum or surpass the requirements for BPO entry applicants
  • Five successful batches were endorsed with a 98% endorsement success rate with training hand-off and still on-going for CDC and other educational institutions

Account Manager – Service Delivery

Sutherland Global Services
Clark, Pampanga
01.2015 - 03.2023
  • Handling 83 Direct FTEs with 283 Indirect FTEs
  • Successfully transitioned 5 programs via discovery sessions by traveling to client locations in over 10 countries across the globe and providing Sutherland management smooth transitioning of programs
  • Regular client engagements on new product releases and process mapping exercises in multiple geographies via weekly Joint Calibration Meetings
  • Responsible for the planning, strategizing, coordination and implementation of the new product release and staff enablement to ensure staff capability to support the new product
  • Production staff meetings to gauge overall program and staff health to ensure overall output of programs
  • Currently managing 5 programs as a knowledge management resource and service delivery manager to ensure client engagement from a product and process standpoint while maintaining and exceeding targets on key performance indicators based on SOW
  • Client report generation on a weekly basis via a manager’s brief for all global clients to provide a high-level overview of programs’ key performance indicators and client insight from a weekly, monthly, and quarterly view
  • Programs have been recognized as Platinum due to all KPIs being met every month for the past 3 FYs

Education

B.S. - Development Communication

Pampanga State University
Pampanga
01.2008

Skills

  • People and management engagement
  • Team management
  • Development
  • Succession planning
  • Change management
  • ADDIE implementation
  • Microsoft Office
  • Continuous improvement plan
  • Process success rate
  • Transitioning Account Manager
  • Trainer
  • Technical vertical
  • Identifying processes
  • Implementation plans
  • Training needs analysis
  • Curriculum development
  • AI training implementation
  • Data analysis
  • Report generation
  • Stakeholder engagement
  • Program management
  • Client relationship management
  • Learning management systems

Cellular

318-895-2930

Languages

  • English
  • Filipino

Tasks And Skills

  • People and management engagement to gain a healthier work environment
  • Team management, development, succession planning, change management
  • ADDIE implementation on training curriculums based on program lag and lead metrics
  • Microsoft Office knowledgeable: Excel, Word, PPT, Visio, etc.
  • Implementation of continuous improvement plan engaging all departments
  • Transitioning Account Manager/Trainer for the technical vertical of Sutherland

Personal Information

  • Age: 38
  • United States of America
  • Philippines
  • Date of Birth: 05/02/87
  • Marital Status: Married

Timeline

Senior Training Manager – Telecommunications Program

Concentrix
03.2023 - 05.2025

Expert Trainer - Communications Excellence/Product Specific Training

Sutherland Global Services
01.2019 - 03.2023

Account Manager – Service Delivery

Sutherland Global Services
01.2015 - 03.2023

B.S. - Development Communication

Pampanga State University
Christopher Ray Wells