Phillip Laplana

Experience

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  Advanced Contact Solutions, Inc.

  Feb 2005 - Jul 2008

  Corporate Trainer

  • Pioneered WEAVE (Work Effectiveness and Appreciation Through Values Enhancement), a company-wide, culture-change initiative• Designed and implemented LIP (Language Intensification Program), a system of evaluating, training and recurrent coaching and maintenance for language skills• Pioneered SWAT Congress (Speak With Accuracy and Tact), an initiative that standardized language coaching across all accounts• Developed unique, innovative, scalable exercises that targeted specific grammar and accent needs for all accounts Show less

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  WNS Global Services

  Jul 2008 - Jul 2010

  Senior Executive, Training

  • Pioneered LEAP (Leadership Excellence and Achievement Program) and YLDP (Young Leaders Development Program)• Took charge of the pre-process training team during our T3 program in Mumbai and worked as POC for successful rollout and product transition of the pilot wave for a telecom account• Provided certified training for newly promoted trainers in two accounts, tracking their growth and development and getting them the support they needed

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  Freelance

  Jul 2010 - now

  Independent Learning Consultant

  • Completed module editing projects as a professional editor for Reedley International School• Did ghostwriting for David Gikandi, Matt Bacak, Joe Vitale, Chris Attwood, Debra Gano and other motivational speakers for an online publication• Delivered customized training for Oeridian Training Solutions, Cole Asia, Sabras, Informatics, Berlitz and Vanguard Screening Solutions

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  Sitel

  Jul 2010 - Feb 2014

  Learning Manager Track Trainee

  • Co-developed the new hire training processes of a telecom startup whose pilot waves out-performed all of our Latin American sister sites• Designed and executed a program of comprehensive sales training refreshers that resulted in increases of up to 40% in the targeted KPIs• Guided the growth and development of four Learning Specialists and two apprentices• Took charge of a sales team and drove the group to provide 39% of the LOB’s total sales for their second month of operations.

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  Oeridian Training Solutions, Inc.

  Aug 2014 - now

  Training Director

  • Decreased training salary expenses by 11% per annum• Increased Oeridian’s monthly trainee hire rate from 56% to 92%• Tested, evaluated and contributed to the development of CCAP’s new TESDA-certified CBT program, “Contact Center Services NC II”• Developed and facilitated training programs for Pamantasan ng Lungsod ng Pasig