FRAULINE RIVERA
Pleasanton,CA
Summary
With over 18 years of extensive experience in call center and manufacturing environments, I excel in designing, implementing, and managing comprehensive training programs that elevate performance, strengthen compliance, and drive organizational success. I am dynamic and results-oriented Training Manager. My expertise lies in analyzing training metrics and performance data, developing targeted training solutions that enhance employee skills, engagement, productivity, boost customer satisfaction and drive organizational success. In call centers, I’ve built initiatives that sharpen communication, enhance service quality, and improve efficiency. In manufacturing, I’ve led programs emphasizing safety, quality and process organization, ensuring alignments with both internal standards and regulatory requirements. Proficient in LMS platforms and instructional design, I create engaging, results-focused training that empowers employees, fosters continuous improvement, and supports strategic business goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
TECHNICAL TRAINING FRONT LINE LEAD
Abbot Laboratories
Fairfield, USA
01.2022 - 08.2024
- Designed and implemented onboarding orientation, and OJT programs that improved employee ramp-up time, boosted performance metrics, and delivered measurable ROI.
- Partnered with cross-functional leaders through monthly performance reviews, using training data and metrics to drive continuous improvement and strengthen business outcomes.
- Led, coached and developed a team of technical trainers, setting clear KPIs and building capabilities that elevated training effectiveness and staff performance.
- Created and delivered targeted training programs and curricula, for both new hires and tenured employees, that enhanced skills, improved compliance and increased overall productivity.
- Strengthened regulatory audit readiness by managing training and training records in ComplianceWire LMS and creating job aids and certifications, helping the site maintain 100% compliance across FDA, AQR, SQF and HALAL audits.
CAREERBACKER (REMOTE POSITION)
CyberBacker
Manila, Philippines
11.2020 - 01.2021
- Matched applicants with client needs, ensuring alignment with required qualifications and improving client satisfaction placements.
- Conducted thorough applicant interviews, strengthening candidate quality and increasing successful placements.
- Delivered daily, weekly and monthly reports, providing leaders with actionable insights that supported data-driven staffing decisions.
- Maintained and updated the Pairing Tracker, improving transparency, accuracy and efficiency in applicant-client matching process.
- Streamlined recruitment workflows, reducing time-to-fill and enhancing both candidate and client experience.
CYBER RECRUITER (REMOTE POSITION)
CyberBacker
Manila, Philippines
07.2020 - 11.2020
- Managed the Command Database Management System, ensuring data accuracy and streamlining recruitment and outreach processes for improved efficiency.
- Developed and executed drip campaigns and social media strategies, expanding brand visibility, strengthening engagement and gathering a stronger pipeline of recruits.
- Created tailored scripts and resources for recruiting, onboarding, productivity coaching and events, enhancing agent readiness and driving higher conversion rates.
- Recruited licensed individuals for my client for their coaching and advance from entry-level to top producer status which positively impacted team performance and market share.
- Conducted daily engagement with prospective recruits through calls, texts and virtual meetings, building strong relationships that increased recruitment success.
ASSOCIATE PRINCIPAL / TRAINING MANAGER
Sutherland Global Services
Pampanga, Philippines
12.2019 - 10.2020
- Company Overview: (Call Center)
- Facilitated leadership training sessions and certification programs, strengthening leadership pipelines and preparing employees for advanced roles.
- Developed comprehensive training agendas, outlines, decks and facilitator guides, ensuring alignment with organizational goals and consistent delivery of impactful learning experiences.
- Evaluated employee qualifications for promotion, supporting fair advancement decisions and enhancing career development opportunities.
- Coordinated with program leaders to enroll and track participants, improving employee engagement and ensuring timely completion of leadership training programs.
- Identified organizational training needs and created targeted development initiatives, closing skill gaps, boosting workforce capability and driving business performance.
- (Call Center)
TRAINING MANAGER
Sutherland Global Services
Pampanga, Philippines
07.2018 - 12.2019
- Company Overview: (Call Center)
- Directed multiple training teams across diverse programs (Language & Soft Skills, Financial, Loan & Mortgage and Technical Support), ensuring seamless training delivery, optimized trainer allocation and efficient use of resources which enhanced consultant readiness and reduced time-to-competence.
- Developed, analyzed and presented weekly, monthly and quarterly business reports to clients and leadership, providing actionable insights into training effectiveness and performance metrics that informed strategic decisions and improved client satisfaction.
- Collaborated cross-functionally with Account Managers, Quality, HR, Recruitment and Transitions Teams to deliver upskill, cross-skill, refresher and pilot program training, directly supporting business growth, workforce agility and faster ramp-up for new hires.
- Designed, implemented and continuously improved training curricula and processes – including process maps, CIP initiatives and Training Needs Analysis, leading to higher training efficiency, stronger compliance and measurable improvements in consultant performance within their first 30 days.
- Developed and certified trainers through observation, coaching and facilitation of SCLP certification programs, building a stronger training workforce, fostering professional growth and ensuring consistent delivery of high-quality learning experiences.
- (Call Center)
SENIOR ASSOCIATE TRAINING MANAGER
Sutherland Global Services
Pampanga, Philippines
07.2015 - 07.2018
- Company Overview: (Call Center)
- Led and developed a team of trainers, driving performance through coaching, observation and skill development that strengthened training delivery and boosted overall employee competency.
- Planned and coordinated training interventions across multiple programs, improving learning outcomes, reducing skill gaps and ensuring alignment with organizational and client goals.
- Oversaw training operations, including trainer allocation, room logistics and certification processes, streamlining end-to-end training from Language and Product Training to Nesting, which improved efficiency and program readiness.
- Collaborated with Recruitment on the language certification process and managed program-specific certification requirements, ensuring consistent quality of hires and readiness for deployment.
- Designed and enhanced training materials, curricula and facilitator guides tailored to minimum skills requirements, increasing knowledge retention, trainer consistency and employee performance across programs.
- (Call Center)
ASSOCIATE TRAINING MANAGER
Sutherland Global Services
Pampanga, Philippines
07.2015 - 07.2018
- Company Overview: (Call Center)
- Led and developed a high-performing team of trainers, elevating training delivery standards and building trainer capability to positively impact employee performance and retention.
- Designed and executed engaging training curricula and initiatives, aligning learning strategies with business goals and driving measurable improvements in workforce capability.
- Provided hands-on facilitation and strategic guidance, ensuring trainers delivered targeted interventions that closed skill gaps and strengthened program outcomes.
- Implemented impactful training interventions across telecommunications, technical and financial accounts, improving key performance indicators such as productivity, accuracy and customer satisfaction.
- Oversaw class management and trainee development, fostering skill acquisition, professional growth and long-term employee success that contributed to business sustainability.
- (Call Center)
LANGUAGE AND SOFT SKILLS TRAINER
Sutherland Global Services
Pampanga, Philippines
08.2007 - 10.2013
- Company Overview: (Call Center)
- Delivered comprehensive training programs spanning American Culture and Geography, Customer Service, Sales & Telemarketing, Call Management, Business Correspondence and Standard English Grammar with a focus on Accent Neutralization, enabling trainees to meet client expectations, enhance communication and effectiveness and improve customer satisfaction scores.
- Monitored trainee performance through assessments, coaching and developmental feedback, fostering continuous skill improvement, reducing error rates and accelerating readiness for live operations, which directly boosted productivity and employee confidence.
- Conducted language proficiency interviews and designed/refined training modules to align evolving organizational and client needs, ensuring a consistent pipeline of qualified candidates, higher training success rates and more effective curriculum delivery.
- (Call Center)
FRANCHISE HEAD RECRUITER & TRAINER / IN-HOUSE RECRUITER
Call Center Academy
Manila, Philippines
01.2007 - 07.2007
- Expertly shortlisted and screened candidates for company and franchise roles, ensuring only the most qualified talents were selected – directly improving workforce quality and reducing hiring risks.
- Guided franchisees in the final selection and decision-making process, strengthening their hiring effectiveness and contributing to business growth through strong, reliable teams.
- Delivered Train-the-Trainer (T3) sessions to franchisees, enhancing their leadership and training capabilities, which improved employee performance and overall organizational effectiveness.
TRAINING DEVELOPMENT OFFICER
Call Center Academy
Manila, Philippines
04.2006 - 12.2006
- Designed, developed and tailored comprehensive training programs aligned with corporate client needs, strengthening workforce capabilities and driving measurable improvements in communication, customer service and sales performance.
- Delivered impactful training sessions across multiple modules, fostering employee skill development, professional growth and increased confidence – directly enhancing client organizations’ operational effectiveness.
- Managed trainer scheduling, client collaboration through Training Needs Analysis and performance evaluations to ensure optimal resource use and consistently high standards of training delivery, improving client satisfaction and long-term business partnerships.
OWNER / PART-TIME PSYCHOLOGIST / PSYCHOMETRICIAN
ClinPsy
Manila, Philippines
03.2004 - 03.2006
- Conducted psychological assessments and evaluation through test administration, interviews and reporting, providing actionable insights that improved applicants screening, guided client care and strengthened organizational decision-making.
- Delivered therapy sessions and psychological support for children and adults, including beneficiaries from Bantay Bata 163, Hospicio Manila, Virlanie Foundation and Child Hope of Asia, fostering emotional resilience, personal growth and overall well-being.
- Designed and facilitated innovative team-building activities and therapeutic activities for both community groups and corporate clients, enhancing collaboration, communication and workplace culture while driving measurable improvements in engagement and group dynamics.
TECHNICAL CUSTOMER CARE
Convergys
Manila, Philippines
03.2004 - 03.2006
- Handled client call with professionalism and efficiency, resolving inquiries and issues promptly – boosting customer satisfaction, trust and long-term loyalty.
- Engaged customers to identify concerns and provide accurate, high-quality solutions, directly improving customer experience and strengthening brand reputation.
- Utilized CRM tools to document interactions thoroughly, ensuring accurate records that enhanced cross-team communication, operational efficiency and service consistency.
QUALITY ASSURANCE OFFICER
Alorica
Manila, Philippines
11.2003 - 02.2004
- Oversaw call evaluations to ensure strict adherence to quality standards, directly improving customer service delivery, client satisfaction and brand reputation.
- Conducted in-depth call reviews and provided actionable feedback, helping agents strengthen their skills, enhance performance and deliver consistent service excellence.
- Facilitated calibration sessions with QA team members, trainers, leaders and agents to unify quality assessment standards – driving operational consistency, reducing errors and fostering a culture of accountability and growth.
TEAM LEADER
Alorica
Manila, Philippines
08.2003 - 10.2003
- Generated daily, weekly and monthly sales reports, delivering actionable insights that guided strategic decision-making, optimized performance and supported business growth.
- Led targeted coaching initiatives for team members, strengthening individual capabilities, enhancing productivity and cultivating a culture of continuous improvement.
- Fostered both individual and team potential through consistent development efforts, driving higher engagement, improved results and long-term organizational success.
CUSTOMER INTERACTION SPECIALIST
Alorica
Manila, Philippines
01.2003 - 07.2003
- Handled inbound and outbound calls with professionalism, resolving concerns efficiently to strengthen customer satisfaction, trust and loyalty.
- Proactively conducted sales and lead generation calls, using persuasive communication and tailored solutions to drive revenue growth and expand business opportunities.
- Enhanced customer relationships through consistent, high-quality interactions, contributing to stronger client retention and long-term business success.
ASSISTANT PSYCHOLOGIST (PART-TIME)
Alorica
Manila, Philippines
10.2002 - 12.2002
- Prepared comprehensive materials for presentations, therapy sessions and psychological testing, ensuring clarity and effectiveness that improved client engagement and understanding.
- Conducted testing, interviews and evaluations, analyzing results to provide actionable insights and recommendations that supported informed decision-making and enhanced outcomes.
- Assisted in facilitating individual and group therapy sessions, delivering well-prepared evaluation reports that enhanced client awareness. Guided next steps and fostered personal growth and well-being.
PSYCHOMETRICIAN
MEKK Diagnostic
Manila, Philippines
09.2001 - 09.2002
- Prepared psychological assessments ensuring accurate, reliable and impactful evaluation that enhanced service credibility.
- Conducted thorough psychological testing and in-depth interviews, delivering actionable insights.
- Analyzed evaluation results to provide tailored guidance, fostering growth for individuals and enabling organizations to make strategic decisions, people-centered decisions.
CLAIMS PROCESSOR (Contractual)
Philippine Transmarine Carriers, Inc.
Manila, Philippines
12.2000 - 06.2001
- Managed hospital bills and sick wage processing for repatriated seafarers with accuracy and timelines, ensuring fair compensation, financial stability and strengthened trust between seafarers and the organization.
- Prepared detailed medical and incident reports for submission to principals, government agencies and unions, ensuring compliance, transparency and effective coordination across stakeholders.
- Generated comprehensive monthly reports that provided critical updates on operations and finances, supporting strategic decision-making and enhancing organizational efficiency.
Education
Master of Science - Clinical Psychology
De La Salle University
Manila, Philippines04-2004
2nd Year Doctor of Medicine -
De La Salle Health And Sciences
Cavite, Philippines04-2000
Bachelor of Science - Biology
De La Salle University
Manila, Philippines04-1998
Skills
- Curriculum design and development
- Training implementation and evaluation
- Project management
- Employee training
- Strategic planning
- Process improvement
- KPI management
- Training facilitation
- Team management
- Learning management system
- Critical thinking and problem solving
- Microsoft Office applications
- Continuous improvement strategies
Certification
- Leading with Impact
- Project Management
- Change Management
- CRIACE Developer Training & Certification
- M-Files
- ComplianceWire Training & Certification
- Good Manufacturing Practices
- LOTO & Minor Intervention
- HACCP (Hazzard Analysis & Critical Control Points)
- Documentation
- Medical Emergency Response Team
- Learning Mentor
- Berlitz Passer
- SCLP Master Trainer
- GLA Certified
- Account Manager University
- Instructional Design
References
- Kristal Adkins Hunley - Abbott Laboratories (Nutrition), Former North America Training Lead, (434) 444 2155
- Sara Collura - Abbott Laboratories (Nutrition), North America Training Lead, (614) 619 2142
- David Barnell - Abbott Laboratories (Nutrition), Former Training Front Line Lead, (269) 625 2726
- Rebecca Valdivia - Former Sutherland Microsoft Training Director, (818) 661 8001
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
English
Full Professional
Filipino
Native/ Bilingual
Timeline
TECHNICAL TRAINING FRONT LINE LEAD
Abbot Laboratories
01.2022 - 08.2024
CAREERBACKER (REMOTE POSITION)
CyberBacker
11.2020 - 01.2021
CYBER RECRUITER (REMOTE POSITION)
CyberBacker
07.2020 - 11.2020
ASSOCIATE PRINCIPAL / TRAINING MANAGER
Sutherland Global Services
12.2019 - 10.2020
TRAINING MANAGER
Sutherland Global Services
07.2018 - 12.2019
SENIOR ASSOCIATE TRAINING MANAGER
Sutherland Global Services
07.2015 - 07.2018
ASSOCIATE TRAINING MANAGER
Sutherland Global Services
07.2015 - 07.2018
LANGUAGE AND SOFT SKILLS TRAINER
Sutherland Global Services
08.2007 - 10.2013
FRANCHISE HEAD RECRUITER & TRAINER / IN-HOUSE RECRUITER
Call Center Academy
01.2007 - 07.2007
TRAINING DEVELOPMENT OFFICER
Call Center Academy
04.2006 - 12.2006
OWNER / PART-TIME PSYCHOLOGIST / PSYCHOMETRICIAN
ClinPsy
03.2004 - 03.2006
TECHNICAL CUSTOMER CARE
Convergys
03.2004 - 03.2006
QUALITY ASSURANCE OFFICER
Alorica
11.2003 - 02.2004
TEAM LEADER
Alorica
08.2003 - 10.2003
CUSTOMER INTERACTION SPECIALIST
Alorica
01.2003 - 07.2003
ASSISTANT PSYCHOLOGIST (PART-TIME)
Alorica
10.2002 - 12.2002
PSYCHOMETRICIAN
MEKK Diagnostic
09.2001 - 09.2002
CLAIMS PROCESSOR (Contractual)
Philippine Transmarine Carriers, Inc.
12.2000 - 06.2001
Master of Science - Clinical Psychology
De La Salle University
2nd Year Doctor of Medicine -
De La Salle Health And Sciences
Bachelor of Science - Biology
De La Salle University