Maria V.
Mid-Level BPO Training and Development Specialist
Open to offersNew to PlatformAbout
Maria V. is a highly skilled and results-oriented Training and Development Professional with over five years of experience in the BPO industry. She has proven expertise in designing and delivering comprehensive training programs, leading teams, and enhancing agent performance through targeted coaching and development. During her tenure as a Training Officer at TDCX Philippines and Probe CX, she led and facilitated training programs for both new hires and existing agents, contributing to improved performance metrics and team efficiency. Maria effectively developed and executed training materials using Adult and Active Learning principles to address specific needs. Her technical proficiency includes the use of Learning Management Systems (LMS), Microsoft Office Suite, and Data Analysis for performance management. In her role as Quality Assurance Admin Support at Exact Benefits Group, she handled complaint tracking and agent investigation support, ensuring thorough documentation and timely reporting. Maria's foundation in Accountancy from Jose Rizal University supports her analytical acumen in her training roles.
Experience
Quality Assurance Admin Support
Exact Benefits Group · 2025 — 2026Managed the response to CTMs and Allegations via a shared email inbox. Tracked complaint details, including due dates, assigned agents, and carrier-specific requirements. Monitored inbox logs to retrieve documentation through secured carrier portals and ensured timely follow-up. Researched agent disciplinary history and call behaviors, compiling findings into structured summaries for management reporting. Maintained accuracy of trackers for CTMs and Allegations while ensuring deadlines were met. Assisted in compiling monthly and annual complaint data for leadership review, identifying trends, and ensuring completeness. Conducted audits of 15-20 calls per day.Training Officer
TDCX Philippines · 2021 — 2025Facilitated training programs for both new hires and existing agents, contributing to enhanced team performance metrics. Provided essential feedback to the Training Manager, shaping the training curriculum to align with agency requirements. Attended professional development workshops to maintain expertise and ensure training materials were up-to-date. Managed key training initiatives from conception to completion, consistently meeting project goals.Training Officer
Probe CX · 2020 — 2021Conducted comprehensive training sessions for new hires, creating a positive environment to maximize knowledge retention. Developed training materials that addressed specific needs based on Adult and Active Learning principles. Identified learning gaps and delivered tailored solutions through various methodologies, including ILT-led sessions and online courses.OPS Team Lead
Sitel Philippines · 2019 — 2020Managed a team of over 10 agents, focusing on individual and team performance enhancement. Encouraged team members to achieve account-specific KPIs by designing targeted action plans and conducting weekly coaching sessions. Conducted weekly monitoring of phone calls to ensure agents met or exceeded client customer service expectations.Learning Specialist
Sitel Philippines · 2017 — 2019Delivered customized training programs to onboard new hires effectively. Collaborated with Operations and Quality teams to analyze performance gaps, providing actionable recommendations to achieve target metrics. Prepared and presented reports on training effectiveness and completion rates for business reviews.
Skills & Expertise
Education
- Bachelor of Science in Accountancy (undergraduate)Jose Rizal University · — — 2008
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