Rei Daryl Batica
Learning & Development Manager | Training Operations Leader | Learning Experience Professional
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About
Experienced Customer Service and Learning & Development professional with a strong background in the BPO industry. Demonstrated expertise in training, coaching, client relations, administrative support, and process improvement. Organized, adaptable, and detail-oriented, with a passion for providing high-level executive and operational support.
Experience
Training Assistant Manager at Teleperformance Philippines (2026 – Present)
- Managed training operations for 100+ employees, ensuring program delivery aligned with business objectives.
- Coached trainers and learners, maintaining an 85%+ readiness benchmark before production deployment.
- Analyzed training metrics and presented insights to leadership, driving targeted performance improvements.
- Partnered with Operations to improve learner readiness and training effectiveness across 40-day onboarding programs.
- Improved learning outcomes, supporting 89%–100% assessment performance across training cohorts.
Global Learning Specialist at Alorica Philippines (2021 – 2023)
- Managed a team of trainers supporting multiple Lines of Business (LOBs), ensuring consistent training delivery and operational readiness.
- Oversaw training governance, maintaining accurate and up-to-date learning content, job aids, and process documentation.
- Monitored learner performance, certification outcomes, and readiness metrics, implementing targeted interventions to close performance gaps.
- Partnered with Operations, Quality, and Workforce Management leaders to ensure training programs met business objectives and learner performance targets.
Strategic Partner Master Trainer at VXI Global Solutions (2018 – 2021)
- Led training governance across 8 sites and 150+ trainers nationwide.
- Maintained 97% Rally LMS completion among 5,000+ employees.
- Certified 20+ trainers annually through facilitation and coaching programs.
- Certified, coached, and mentored trainers through structured certification pathways, calibration sessions, and performance coaching, strengthening facilitation quality and training effectiveness across the organization.
- Led nationwide training initiatives aligned with client KPIs, including CSAT, NPS, AHT, and productivity.
Education
Bachelor of Science in Entrepreneurship – Universidad de Manila (2006 – 2010)
