Maricel Tugadi
Training Manager | Learning & Development Leader | BPO Operations Expert
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About
Results-oriented Training Manager with 15+ years of experience in the BPO, customer service, insurance, hospitality, and real estate industries. Proven track record in leading training operations, onboarding programs, employee development, performance coaching, customer relations, and operational excellence initiatives. Skilled in driving customer satisfaction, improving team productivity, and developing high-performing teams through strategic learning solutions.
Experience
Training Manager - Genpact Philippines LLC - Quezon City
(2024-04)
- Lead onboarding, upskilling, refresher, and performance improvement programs.
- Partner with operations leaders to identify skill gaps and improve productivity.
Real Estate Property Assistant - Freelance
(2022)
Property Sales Support
- Assist clients with property inquiries, documentation, and site visit coordination.
- Support property transactions and maintain client records.
Team Leader - Foundever
(2023-08 - 2024-03)
ByteDance Account
- Managed frontline agents and conducted coaching sessions to improve KPI performance.
Team Lead - Afni Philippines
(2016-06 - 2022-01)
Collection Escalations
- Supervised escalations team and improved attendance and productivity metrics.
Reservations Specialist - Serco Philippines
(2011-06 - 2016-04)
Hilton Hotels
- Delivered customer support and managed hotel reservations efficiently.
Customer Finance Representative - Sykes Asia
(2008-02 - 2011-04)
- Assisted insurance customers with billing and policy inquiries.
Education
Bachelor of Arts - Elementary Education - Saint Mary's University
Associate of Science - Computer Science - Institute of Arts and Sciences
