Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Certification
Quote
Timeline
CustomerServiceRepresentative
Kathryn C. Pradas

Kathryn C. Pradas

Learning And Development Manager
Block 10 Lot 7 Majada Road ,Canlubang Laguna

Summary

Learning and Development Manager Working in TTEC for nearly 13 years now and with the Learning and Development Team for almost 11 years. A registered Physical Therapist by profession. Skills are focused mainly on utilizing systems and procedures to improve the operating quality and efficiency of the Learning and Development team and overseeing all aspects of the delivery of Training.

Overview

5
5
Certifications
14
14
years of professional experience

Work History

Manager

Teletech
06.2019 - Current
  • Strategically manage the workload and workflows for the Training team and set up the right organizational structure to support all lines of business for all supported programs
  • Provide timely team member reviews and handle all team member professional development
  • Drive individual and team goals including Preprod attrition, NHTP1 completion, closing NHTP1 alerts, NHTP2 NPS score of 60, Trainer obs score of 85% and completion of 40 PDP hrs. etc..
  • Proactively communicate with clients on daily operational matters relating to Training
  • Partner with Operational and Workforce teams to ensure that all training needs are identified and delivered
  • Provide support to the team at all times including the delivery of Training for Trainers
  • Facilitate regular team meetings to ensure updates are delivered consistently and trainers/Senior trainers have an input into their assigned tasks and classes
  • Perform Multiple Post Implementation Reviews with internal and external stakeholders to discuss performance results of Classes both New Hire and Upskill post RealPlay launch
  • Do Weekly, Monthly and Quarterly business reviews with all internal and external stakeholders to present training updates for all supported APAC programs
  • Become a customer experience expert partner to the Clients by developing in-depth knowledge on Client's training processes (audits, calibrations, certifications, etc.) Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to Training
  • Mentor BUILD program for future trainer delegates

Supervisor

Teletech
04.2018 - 05.2019
  • Provide coaching, motivation and support to the team to help attain targets and goals.
  • Evaluate trainers, curriculum and processes.
  • Recommend and coordinate needed changes based on process analysis.
  • Help achieve target Key Performance Indicators of the supported programs by working closely with different stakeholders in doing a Training needs analysis.
  • Create training materials for soft skills and customer conversation training.
  • Deliver soft skills and customer conversation training.
  • Training evaluation – Gather data from Operations to measure training program effectiveness.
  • Prepare and send training reports.
  • Analyze training effectiveness scores and propose improvement initiatives.
  • Manage trainer allocation to make sure that planned NH classes and BAU trainings will have allocated trainers.
  • Work with Operations and WFM teams to schedule classes accordingly.
  • Handle Training Invoice monthly.

Senior Trainer

Teletech
04.2017 - 03.2018
  • Design and develop New Hire Training Curriculum focused on both product specific and soft-skills training improving total customer satisfaction.
  • Develop and lead the team.
  • Utilize systems and procedures to improve the operating quality and efficiency of the Learning and Leadership Development department.
  • Oversee all aspects of the delivery of training.
  • Work daily to improve processes and performance that enhance bottom line results.
  • Work closely with business partners and clients to resolve all training related issues.
  • Improve efficiency and accuracy of training process; create and implement process improvements.
  • Manage the staff in accordance with company policies, procedures, and client metrics.
  • Accountable for training department attrition, including trainers, agents, and overall project attrition.
  • Responsible for team engagement, leadership, performance management, coaching and talent development.
  • Adhere to performance objectives, indicators, metrics, and ratios ensuring maximum team performance.
  • Create and maintain a positive work environment.
  • Harness and develop the team to reach their full potential and engage the team to ensure the centre is a great place to work.
  • Handle Training Invoice monthly.

Product Trainer

Teletech
10.2010 - 04.2017
  • Conduct Product-Specific Training and other Soft skills Trainings.
  • Facilitate continuing education and up training on account level.
  • Communicate to Clients.
  • Submit training compliance.
  • Evaluate and generate required reports.
  • Represents site for account level training summit.
  • Develop training materials and curriculum.

Telstra Prepaid Mobiles Customer Service Representative

Teletech
10.2008 - 10.2010
  • Handle Escalation calls.
  • Subject Matter Expert to support New Hires during nesting.
  • Provide floor support to all agents.
  • Handle Customer service calls to resolve various customer concerns.

Customer Service Representative Agent - US Airways

ACS Company
04.2007 - 09.2008

Education

Bachelor of Science - Physical Therapy

Lyceum of Batangas
Batangas City
04.2004 - 04.2004

Canossa Academy
Lipa City Batangas
03.1999 - 03.1999

Lipa City South Central School
Lipa City Batangas
03.1995 - 03.1995

Skills

    Coaching and mentoring

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Accomplishments

  • Launched Telstra Prepaid program as one of the trainers in TTEC Pampanga site last 2010
  • Launched Telstra Prepaid program as one of the trainers in TTEC Bacolod site last 2011
  • Launched GEM (Telstra coaching tool) as part of the Embedding Team last 2012
  • Completed Yellow Pages Training in Sydney Australia last 2013 in preparation for Sensis Launch
  • One of the trainers that led the launch of Sensis Yellow Pages program in TTEC MOA site last 2013
  • Introduced the Customer Conversation framework to Stuff LTD program last 2018 which became the program's call flow
  • Piloted the Behavioral Training upon joining the Stuff LTD program last 2018 which led to NPS improvement from 22.95 in April → 24.09 - May → 25.21 - June of 2018
  • Identified target Competencies for the Project Level Up and QBR Outbound Project which are some of the Training Initiatives in Qantas Loyalty program last 2019
  • Monitored new hire training performance to check effectiveness during the RealPlay launch in Energy Australia - White Belt LOB
  • Led Multiple Post Implementation Reviews with internal and external stakeholders to discuss performance results of RealPlay New Hire Classes in Energy Australia
  • Monitored and presented performance results of classes with internal and external stakeholders post RealPlay launch in Energy Australia - Green Belt LOB
  • One of the leaders involved in planning for the Proposed Integrated White Belt to Red Belt NH agenda in Energy Australia
  • Mentor BUILD program for future trainer delegates

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

Sales Training Certification

Quote

Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel

Timeline

Manager

Teletech
06.2019 - Current

Supervisor

Teletech
04.2018 - 05.2019

Senior Trainer

Teletech
04.2017 - 03.2018

Product Trainer

Teletech
10.2010 - 04.2017

Telstra Prepaid Mobiles Customer Service Representative

Teletech
10.2008 - 10.2010

Customer Service Representative Agent - US Airways

ACS Company
04.2007 - 09.2008

Bachelor of Science - Physical Therapy

Lyceum of Batangas
04.2004 - 04.2004

Canossa Academy
03.1999 - 03.1999

Lipa City South Central School
03.1995 - 03.1995

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Kathryn C. PradasLearning And Development Manager