Jun 2020 - Current
Regional Training Director | Teleperformance, NSR
- Managed a team of 700 with 11 direct reports, in 7 countries among Mexico, Caribbean & Central America.
- Sustained goal achievement on graduation rate, KP training & Account main KPI`s.
- Managed over 400 LOBs including medical, Tech Support, Customer Experience & Sales.
Apr 2019 - Apr 2020
Mexico Training Director | OYO Rooms, Mexico
- Stablished the country strategic training plan.
- Settled the national Sales Coaching Break Zero Team.
- Implemented the OYOversity Training Programs.
- Aligned the training plans with India, USA & Brazil.
May 2018 - Apr 2019
Customer Experience Training Head | Elektra, Mexico
- Defined Customer Experience Training Strategy (Sales, Product & Service) for 1300 POS,10 Distribution Centers & 500 corporate employees.
- Defined of Customer Experience Topics for Elektra U.
- Designed the transversal training program: "Tienda Escuela"
with gamified visual map methodology.
- Developed SmartPhones product blended training program.
Jun 2014 - May 2018
Mexico Sales Training Head | Apple, Mexico
- Defined the annual training strategy & Budget by RTM.
- Managed the national coach & trainer team.
- Developed key partner sales force (carrier, retail & APR`s)
- Aligned the strategy and execution of multiplier trainers.
- Managed Apple`s Coaching and Mentor programs.
- Negotiate processes with regional & local top management for effective team development.
- Developed training materials &events. (Online / In Store /
Virtual / Face to Face).
Nov 2012 - Jun 2014
RM Training Manager | Old Mutual, Mexico
- Defined commercial structure, training and measures.
- Led the training need detection of South African Academies.
- Developer of business coaches, area Managers and sales
Managers.
.
identifying needs, creating development strategies, blended training solutions design, certification of instructors, and execution and measurement of the delivery.
CERTIFICATIONS
- Teleperformance–LeanSix Sigma Yellow Belt
- LaborCompetencies Technique Norm- Training courses design and delivery.
- DaleCarnegie-Effective Relations and Communication.
- Franklin/Covey-7Habitsof Highly Effective People, Transactional Analysis, NLP.
- TimeManagerInternational Mexico- Putting People First, Be a Double Bagger.
- EFLondonEngland-English for Business.
- TalentKeepers-Talent Retention Coach.
- TEDMexico-TedTalks Method for Conferencing
- SchoolandBusiness Banking – Training Need Detection
- DisneyInstitute–Disney`s Approach to Leadership Excellence & Quality Service
- Center for Accelerated Learning – Accelerated Learning Techniques
- 4Mat4Business– Instructional Design
- Apple – Design Thinking / Leadership Palette / Fearless Feedback / Customer Experience
Jan 2009 - Nov 2012
LATAM Senior Consultant | OVERLAP, Mexico
- Commercialized corporate training projects.
- Hiring and training of consultant staff for projects.
- Development and design of universities and commercial schools for financial firms.
- Managed corp. strategy training projects for HSBC Mex/ Pan. • Deployed C. Sales, & CS Coaching programs in LATAM
Nov 2005 - Nov 2008
Training Manager | Telvista, Mexico
- Managed 25 bilingual instructors, area resources and budgets.
- Managed training plans based on ISO 9000 for a team of 3000
- Managed customer relations with: Western Union, American
Express, Santander, Su Casita, GNP, Procesar, Mexicana, Aeromexico, Costco, VERIZON, Metro PCS, CBS, TRUMPET, XEROX.
Jun 2004 - Jun 2005
Disney Trainers & Sales Rep | W. Disney World Epcot, Florida
- Trained sales force on field for the International Program.
- Certified Disney Trainer by the Disney University.
Jan 2003 - Jun 2004
Trainee Consultant | TMI, Mexico
- Detected operational training needs, assisted as facilitator in trainings to sales force and service for BMW, ADO, Novartis Avantel.
Jan 1993 - Dec 1999
Sales Trainer | SEGA, Mexico
- Designed and delivered technical and commercial training for promoters and POS sales force. Supervised promoters and brand image at retail stores.
