Raymond Garcia

Experience

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  TeleTech

  Apr 2007 - Jul 2009

  Reservation Sales and Service Representative
• 

  InterGlobe Technologies

  Sept 2009 - Jan 2014

  Process Trainer
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  Carlson Wagonlit Travel

  May 2014 - Jun 2016

  • Develop initiatives and project based from LSS concepts• Drive operational excellence program within the site across multiple teams• Liase with other support functions such as Training and Workforce Management to drive process efficiencies• Develop and implement action plans with Key Stakeholders to drive improvements• Worked on multiple projects• Train and up-skill existing staff on Quality tools and methodologies• Manage Transactional & Strategic Quality for programs spread across multiple teams based on defined Quality guidelines.• Drive performance optimization across multiple programs to assist programs in meeting and exceeding KPI expectations through Quality interventions and projects• Drive initiatives to improve productivity and output predictability at country level by improving the capability of front line.• Develop and deliver meaningful reports for operations to get insight into program and organization impacting measures• Evaluate performance of the team and conduct regular reviews and appraisals• Conduct periodic reviews with Operations and Key Stakeholders• Review and enhance Quality monitoring tools and processes and ensure consistency in Quality Standards Show less Operations Trainer-Supporting APAC, NORAM, EMEA Accounts in handling travel-related trainings. - Analyze training needs specially in system migration including policies and procedures of APAC clients- Designed the standard training curriculum that is being use to new hire training- Maintain/Update Training calendar and coordinate with stakeholders on how training will run for specific quarter- Designed the Quality Audit Form for continuous monitoring of travel consultants after they graduated- Designed the productivity tracker for consultants- Maintain/Update training room allocation and schedule for trainer utilization- Lead the quality calibration for both trainers and team leads- Skilled in TNA and ADDIE approach for performance development and effectiveness Show less

  • Operational Excellence Lead

    Jul 2015 - Jun 2016

  • Operations Trainer

    May 2014 - Jun 2015
• 

  TMJP BPO Services, Inc.

  Jun 2016 - now

  - Ensure the company maintain its key metrics to improve its revenue and subsequently grows its profits.- Ensure that there is a strategic alignment of all vital elements and processes with the primary objective such as budgets, project and program management, risk management, etc.- Provide significant business insights through processes like budgeting, scenario analysis, financial planning, forecasting and data reporting.- Continuous improvement through Kaizen activities to all employees.- Conducts regular audit for Operational Excellence compliance. Show less • Continuously lead the KAIZEN Activities (continuous improvement)• Develop & deliver Corporate Wide Training Programs• Facilitate regular meetings such as the Bi-Weekly or ManCom Meetings to ensure that each respective department efficiently / effectively delivers.• Be the internal hub / partner for our Corporate Strategic Planning including:o Developing communication platforms aligned to our organizational goalso Promote and build our Corporate Brand • Maintain our good relationship with several industry partners such QPAP, IBPAP, PSIA Show less Responsibilities:- Empower the workforce: Oversee program trainers in creating, facilitating, and/or revising training materials and documents to equip staff with fundamental skills and knowledge- Determining, negotiating, and agreeing in-house quality procedures, standards and/or specifications- Influence the lives of others: Develop, train, and manage trainers- Assessing customer requirements and ensuring that these are met- Keep management updated: Relay important information in the form of timely and accurate reports- Setting customer service standards- Specifying quality requirements/skills with the client and company- Investigating and setting standards for quality- Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations- Ensuring that processes are in compliance with local and international standards- Working with the stakeholders to establish procedures, standards, and systems- Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations- Determining training needs through LSS methodologies- Acting as a catalyst for change and improvement in performance/quality- Directing objectives to maximize profitability- Recording, analyzing, and distributing statistical information- Monitoring performance and tracking the success Show less

  • Senior Operations Manager

    Jan 2025 - now

  • Corporate and Operations Manager

    Mar 2024 - Jan 2025

  • Corporate Performance Manager

    Jan 2021 - Jan 2025

  • Manager, Business Excellence and Corporate Development

    May 2017 - Jan 2021

  • Training and Quality Manager

    Jun 2016 - May 2017