Charies Flores

A training professional with significant experience in staff development and leadership positions as well as process assessment and improvement seeking a career opportunity using my communication, talent identification and personal skills to create the training programs, raise performance levels and train future leaders.

Regional Trainer at Breeze Ventures AFSI (Skyro) (2025-08 – Present)

• Design, develop, and deliver engaging training programs on Skyro products, policies, and procedures.
• Ensure training programs are effective, up-to-date, and aligned with business needs.
• Utilize a variety of training methods to cater to different learning styles.
• Conduct training sessions for agents across multiple regions.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Collaborate with subject matter experts to ensure training content accuracy.
• Stay current on industry trends and best practices in training and development.
• Provide ongoing coaching and mentorship to new agents.
• Maintain detailed training records and reports.
• Other duties and responsibilities that may be assigned from time to time.

E-Commerce Email Support at Inspire Uplift (Part-Time) (2026-03 – 2026-08)

• Respond to emails from customers concerning their online orders in a timely manner
• Escalate delayed and disputable shipping to Fulfillment Team

Remote Outbound Sales Representative at Haulla Ecubelabs (Freelance) (2025-01 – 2025-07)

• Build and maintain a full sales pipeline from prospecting to close in a defined territory through cold-calling
• Work remotely during US business hours (07:00-15:00 in PST)

Training Manager at Foundever (previously Sitel) (2023-01 – 2025-06)

• Spearheaded global initiatives and represented the company from a global standpoint
• Provided on-the-scene training and operational support with ramp implementation in India
• Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance
• Assessed training program effectiveness, manage training budgets, and stay updated on training trends to ensure the organization's training initiatives are aligned with business goals and employee development needs
• Managed design, delivery, and continuous improvement of training programs and ongoing learning opportunities across the organization, in support of the organization's need
• Collaborated with cross functions to understand trends & proactively coordinate modifications to curriculum
• Oversaw the processing of new employees through the hiring process both agents and people leaders

Training Supervisor at Sitel (previously Sykes) (2021-01 – 2022-12)

UK, Australia and New Zealand-based online food delivery company. US-based healthcare insurance provider.

• Handled a team of 8 Trainers while supporting multiple lines of businesses
• Created training schedules for all company departments, tracked and created reports on outcomes of all training and maintained training records for the company
• Identified training needs and assisted in program development for both new hires and tenured agents
• Coordinated implementation of training programs and initiatives to reduce operational cost
• Hosted interactive learning competitions internally, globally, and with the client

Product Trainer (Voice, Email, Chat) at Sykes Asia Inc. (2016-01 – 2020-12)

• New hire training facilitator and operational support, upskilling and refreshers
• Conducted leader and client onboarding
• Spearheaded in multiple initiatives to improve account performance
• Had a critical role in process improvement projects from planning to implementation using DMAIC
• Designed and developed training curriculums and have taken the lead in training evaluation
• Crafted learning materials in visual, audio and video format in various platforms
• Performed TNA and RCA to identify and mitigate gaps in knowledge and skills

Technical Support Rep (Voice) at Sykes Asia Inc. (2015-04 – 2016-01)

Internet service provider (ISP) Canada-based company.

• Support included basic troubleshooting modem, telephone, VOIP and email
• Upskilled to new line of business servicing cable TV

College Faculty Student at Benedicto College (2014-06 – 2015-03)

Associate Degree in Computer Technology – Benedicto College (2012 – 2015)