Delvan P.
Senior Training and Development Manager
Open to offersNew to PlatformAbout
Delvan P. is an accomplished Training & Development Leader with over 15 years of experience specializing in sales, quality assurance, coaching, and leadership development. Currently serving as the Training Manager at GlobalCom in Belize, Delvan oversees training and development initiatives for frontline employees, Team Leads, and leadership across diverse business functions. His frontline expertise provides him with a deep understanding of employee success needs, creating targeted training solutions to address performance gaps. Delvan has engineered an Emerging Leaders program, developed comprehensive training resources, and executed performance coaching strategies. His previous roles include Sales Representative and Mentor at Transparent BPO, where he progressed through ranks by demonstrating quality and leadership aptitude. Delvan’s career journey also encompasses roles in customer engagement at ScoreShuttle and Ready Call Center, where he honed his skills in consultative selling and customer communication.
Experience
TRAINING MANAGER
GLOBALCOM · 2023 — PresentOversee training and development for the entire operation, focusing on frontline employees, Team Leads, and leadership throughout various campaigns and business functions. Designed an Emerging Leaders program aimed at enhancing the leadership skills of newly appointed Team Leads. Create training materials such as decks, facilitator guides, SOPs, assessments, and workshops. Conduct side-by-side coaching and observations to pinpoint performance gaps and identify supportive measures needed by employees. Translate frontline observations into targeted training and coaching related to call control, objection handling, customer engagement, compliance, and workflow. Collaborate with leadership to define training priorities and confront performance challenges.CREDIT REPAIR SPECIALIST
SCORESHUTTLE · 2021 — 2023Engage directly with customers to comprehend their needs and clarify available credit-repair options. Employ consultative selling techniques and active listening to navigate objections and lead customers through the sales process. Maintain professionalism and accuracy while managing challenging conversations with customers, all within a goal-oriented environment focused on daily sales and customer engagement.TRAINER / TEAM LEAD — ROADSIDE ASSISTANCE
READY CALL CENTER · 2019 — 2021Guide frontline representatives while enhancing customer service, productivity, and performance on a daily basis. Train new hires on the processes of Roadside Assistance, effective customer communication, routing, and managing high-pressure scenarios. Provide individualized coaching and feedback to facilitate employee performance improvement. Maintain a customer satisfaction score of over 94% while ensuring quality service delivery. Utilize performance evaluations to identify employees requiring additional support and develop tailored coaching plans.LOAN OFFICER
VOYSE INTERNATIONAL · 2018 — 2019Assist customers in navigating the loan qualification process, applications, and necessary documentation. Clearly explain loan requirements and financial product options. Address customer inquiries and pricing objections while ensuring compliance with regulations. Achieve a compliance audit score of 100%.SALES REPRESENTATIVE → QUALITY ANALYST → MENTOR → JUNIOR TEAM LEAD
TRANSPARENT BPO · 2011 — 2018Progressed through four distinct roles over seven years, demonstrating performance and leadership abilities. As Junior Team Lead, support daily operations, track performance, and promote accountability. Conduct team huddles to maintain focus on sales and performance objectives. As Mentor, facilitate the transition of new employees into production through mentoring, coaching, and ongoing assistance. Strengthen product knowledge and refine sales skills. As Quality Analyst, assess customer interactions for adherence to quality, processes, and compliance, providing coaching recommendations based on recurring issues. Begin as a Sales Representative, developing foundational skills in sales, customer communication, objection handling, and closing techniques, consistently ranking within the top 10% of campaign performers.
Skills & Expertise
Education
- High School DiplomaGWEN LIZARRAGA HIGH SCHOOL
Interested in this professional?
Sign in as an employer to save this profile or invite Delvan P. to a job.
Sign in as an employer