Gilberto Sepulveda De Leon
Humacao ,PR
Summary
Seasoned Operations Training Manager with a proven track record at Carelon Global Solutions, enhancing learning and production outcomes by 23% in one quarter. Expert in training solutions development and leadership, fluent in English and Spanish. Demonstrated success in workforce planning and performance metrics, fostering a culture of achievement and continuous improvement. Highly experienced in Sales, Financial Services and Health Care industry.
Overview
16
16
years of professional experience
Work History
Operations Training Manager
Carelon Global Solutions
12.2024 - Current
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance production by successfully implementing TRA including collaboration with Operations data to improve FCR and CSAT by 23% in 1st quarter.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to all stakeholders.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Coordinated and prioritized required training courses for 700+ employees.
- Directed training programs and development paths for managers and supervisors.
- Analyzed effectiveness of training programs at all levels and recommended updates.
Telesales Associate Manager Customer Care
Carelon Global Solutions
08.2023 - 11.2024
- Led the successful launch of a new line of business starting with 30 employees and successfully increased the headcount by 200% with in 3 Month.
- Overseeing end-to-end implementation from hiring to production.
- Collaborated with stakeholders to develop and execute hiring strategies, ensuring the selections of top talent.
- Mentored and supported 60+ Sales department employees to create strong workplace culture.
- Oversaw training and onboarding process for all newly hired employees within Telesales.
- Conducted performance evaluations and provided constructive feedback to employees.
- Supervised day-to-day operations to meet performance KPI such as AHT, FCR, NPS, CSats and quality service expectations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Senior Operational Trainer
Optum, UnitedHealth Group
06.2019 - 04.2023
- Collaborated with the Director, Project Manager, Managers and all Stakeholders to launch a new Sales Department, ensuring seamless execution within set timelines and deadlines successfully.
- Developed and implemented an in-house training program for our sales department, incorporating extensive training, gamification and knowledge check's to prepare agents for the insurance exam in Puerto Rico. The passing rate increased from 30% to 93% after the programs completion.
- Designed and delivered web-based, self-directed learning materials.
- Established and maintained quality control standards.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 45%.
Customer Care Team Manager
Alight Solutions
09.2017 - 05.2019
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Managed department call volume of 2,000+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Established performance and service goals and held associates accountable for individual performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance such as AHT, FCR, NPS and Quality.
- Develop future leaders through mentorship and proper guidance. Increasing internal promotion by 33%.
Training Supervisor
Atento Puerto Rico
02.2011 - 09.2017
- Assessed new employee skills and strengths to provide customized training.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Collaborated with company leaders and department managers to determine training needs.
- Selected or wrote appropriate curriculum for specific course topics.
- Managed new employee orientation training process for more than 240 employees each year.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Directed training programs and development paths for managers and supervisors.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
Sales and Customer Support Manager
Jeans.com
01.2009 - 10.2011
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Built relationships with customers and community to establish long-term business growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Education
BBA - Management
Ana G Mendez
Gurabo05-2017
Skills
- Instructor management
- Learning management systems
- Training solutions development
- Leadership training
- Sales leadership development
- Course planning
- Performance metrics
- Workforce planning
- Budget administration
- Business administration
- Public speaking
- FLUENT IN English and Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Training Manager
Carelon Global Solutions
12.2024 - Current
Telesales Associate Manager Customer Care
Carelon Global Solutions
08.2023 - 11.2024
Senior Operational Trainer
Optum, UnitedHealth Group
06.2019 - 04.2023
Customer Care Team Manager
Alight Solutions
09.2017 - 05.2019
Training Supervisor
Atento Puerto Rico
02.2011 - 09.2017
Sales and Customer Support Manager
Jeans.com
01.2009 - 10.2011
BBA - Management
Ana G Mendez
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