Bryan Lapada

Performance-driven training and operations professional with 18 years of experience designing learning programmes, leading teams, and driving operational excellence across fast-paced organisations. A results-driven Training Supervisor and Operations professional with 18 years of experience spanning curriculum development, team leadership, and operational management. Proven track record of designing and executing high-impact training programmes, coaching multi-level teams, and driving measurable improvements in performance and efficiency.

Training Supervisor at WizAi (2025-02 – 2026-02)

• Vendor Coordination
• KPI Reporting

Project Manager at XNLeisure (2024-10 – Present)

• Led project planning across multiple workstreams, managing risks, assumptions, dependencies, and delivery timelines
• Ensured strategic and operational objectives were met to a consistently high standard, with full accountability for outcomes
• Facilitated stakeholder alignment meetings and provided regular progress updates to leadership

Assistant Operations Manager at Wonders Corporation (2023-12 – 2024-08)

• Led and coached Team Leads to foster a collaborative, results-driven culture focused on accountability and continuous improvement
• Monitored and analyzed KPIs to evaluate team performance, identify gaps, and implement targeted improvement strategies
• Conducted regular leadership meetings to communicate goals, expectations, and updates across departments
• Evaluated Team Leader and agent performance, providing structured coaching sessions and development plans

Training Supervisor at Wonders Corporation (2018-09 – 2023-08)

Oversaw end-to-end planning, delivery, and evaluation of training programmes ensuring skills and knowledge alignment across the organisation

• Coordinated training schedules, managed vendor relationships, and monitored learner progress against defined KPIs
• Identified training gaps and implemented targeted interventions to improve team performance and programme effectiveness
• Led project planning across multiple workstreams, managing risks, assumptions, dependencies, and delivery timelines
• Ensured strategic and operational objectives were met to a consistently high standard, with full accountability for outcomes
• Facilitated stakeholder alignment meetings and provided regular progress updates to leadership
• Led and coached Team Leads to foster a collaborative, results-driven culture focused on accountability and continuous improvement
• Monitored and analyzed KPIs to evaluate team performance, identify gaps, and implement targeted improvement strategies
• Conducted regular leadership meetings to communicate goals, expectations, and updates across departments
• Evaluated Team Leader and agent performance, providing structured coaching sessions and development plans
• Designed and executed a New Hire Training Curriculum Revamp, improving onboarding consistency and time-to-productivity
• Devised Advanced Training for Tier 3 Agents, elevating performance ceiling for top-tier staff
• Established a Mentorship Program pairing high-potential employees with senior team members to foster internal talent development

Senior Trainer — Samsung Electronics of America (SEACC-IM) at Harte-Hanks Philippines (2013-07 – 2018-08)

• Led training programmes for the Samsung Electronics of America Internet & Mobility account, overseeing all participants and mentoring junior trainers
• Executed a New Hire L1 Training Curriculum Revamp, improving learning outcomes and reducing agent ramp-up time
• Developed a Desk Drop Project for Top Call Drivers and Product Updates, ensuring agents had real-time access to critical information
• Conceptualized a cross-functional Process Flow for Top Call Drivers in collaboration with Operations and Quality teams

Senior Trainer — Microsoft Office Live Meeting at Harte-Hanks Philippines (2012-02 – 2013-06)

• Served as sole trainer for a 50-person account, delivering continuing education and adapting lessons based on evolving business needs
• Developed a learner-centered training approach emphasising engagement, professionalism, and openness
• Restructured Academy Bay Procedures including 1:1 and Buddy System formats; built a comprehensive Course Bank for Microsoft Live Meeting

Senior Trainer — Samsung Telecommunications of America at Harte-Hanks Philippines (2011-08 – 2012-01)

• Delivered L1 New Hire Training and formulated process flows for top call drivers in response to urgent account expansion requirements

Training Buddy → Tech Lead → Technical Support Representative L1 at Telus International Philippines (2007 – 2011)

• Began career as a frontline Technical Support Representative and was promoted to Tech Lead within two years based on consistent performance
• Transitioned into a Training Buddy role, supporting senior trainers in onboarding and continuing education delivery for two major technology accounts
• Graduated from the LEAD Program — Telus International's internal leadership and trainer development track

Client (Restaurant) Management Lead at Wonders Corporation (2023-09 – 2023-12)

• Managed client onboarding and satisfaction processes, proactively resolving issues to prevent churn and build long-term client relationships
• Oversaw weekly client distribution lists and conducted POS reviews for new restaurant onboarding

BS in Computer Engineering – Polytechnic University of the Philippines (2002 – 2007)

– City of Mandaluyong Science High School (1998 – 2002)