John Paul “JP” Ranches
Blk 7 Lot 13 Geranium St.
Merry Homes II, Zabarte
Caloocan City North, Philippines
(--
EXPERIENCE
SKILLS
Accenture, META-SBG — Training Lead
Training Delivery | >10 years
JUNE 2024 - JANUARY 2025 | 100% Onsite
Classroom Management | >10
●
Worked across teams and with multiple stakeholders to ensure that the
training developed meets the needs of each function and is aligned with
the goals of the business
●
●
People Management | >7
Evaluated individual and organizational performance to ensure training is
years
meeting business needs and improving performance
Project Management | >7
Identified training needs by consulting with stakeholders and using needs
assessments
●
years
years
Developed and delivered training solutions to improve soft skills and
Stakeholder Management |
develop resource skills (excluding solutions around policy, workflow,
>10 years
process as these were created and are owned by Google) that meet
business needs
G Suite | >7 years
●
Optimized training processes for efficiency
●
Built developmental/ capability development training for trainers, master
MS Word, MS Excel, MS
trainer as well as the Operations team
●
Powerpoint | > 10 years
Managed technologies and technical personnel required to develop,
manage and deliver training
AWARDS
Accenture, CapDev for AIG | CD Strategy Team | R1 RCM —
Training Lead | Language/ English Proficiency Assessor |
Communications Coach
MARCH 2022 - MAY 2024 | Hybrid
●
Evaluated spoken English communication and soft skills of candidates
Certified Trainer - Petra,
Google | FEBRUARY 2014
Tech Trainer - Virgin Mobile |
OCTOBER 2013
endorsed by various recruitment teams
●
Optimized quality of candidates through critical inputs to headhunters on
their internal assessments
●
Optimized assessment process through the discovery and application of
innovative practices
●
Oversaw communications improvement classes
○
Worked with Trainers in improving communications training
curriculum
○
Provided guidance to trainers and trainees as necessary
○
Coordinated with other teams to ensure completion of weekly
language assessments
Re-certified Master Training
Specialist - Silverback |
FEBRUARY 2011
Certified Master Training
Specialist - Silverback |
SEPTEMBER 2010
LANGUAGES
English & Tagalog | Fluent
Accenture, CapDev for Google — Training Lead/ Global
Training Manager
DECEMBER 2019 – FEBRUARY 2022 | Hybrid
●
Worked across teams and with multiple stakeholders to ensure that the
training developed meets the needs of each function and is aligned with
the goals of the business
●
Evaluated individual and organizational performance to ensure training is
meeting business needs and improving performance
●
Identified training needs by consulting with stakeholders and using needs
assessments
●
Developed and delivered training solutions to improve soft skills and
develop resource skills (excluding solutions around policy, workflow,
process as these were created and are owned by Google) that meet
business needs
●
Optimized training processes for efficiency
●
Built developmental/ capability development training for trainers, master
trainer as well as the Operations team
●
Managed technologies and technical personnel required to develop,
manage and deliver training
Accenture Operations, Project Boracay — Project
Management Officer
AUGUST 2019 - DECEMBER 2019
●
Managed and monitored hiring, onboarding and training of 125 FTEs as
part of a client-required ramp.
Accenture, Google — Team Lead
MAY 2016 - AUGUST 2019
●
Addressed client queries and requests in a timely manner
●
Created reports to highlight the previous week’s achievements, areas for
improvement and help needed from client
●
Reviewed daily performance through dashboard-provided metrics
●
Coached agents on skills and/or behavior based on numbers and
observation
●
Attended syncs with clients and other stakeholders
●
Conducted huddles to help motivate the team and provided direction in
completion of daily/weekly tasks
●
Recommended ideas that would add value to the client or to the team Implemented and monitored progress/ difference in performance
Accenture, CapDev for Google — Senior Trainer/ Comms
Coach/ Onboarding Specialist
JANUARY 2014 - APRIL 2016
●
Logged onboarding requests and monitored completion of requirements
by new-hires
●
Monitored completion of Google-required training such as gCrew/xws
orientation, Code of conduct, etc.
●
Coached agents on their communication/ interaction in chat, phone and
email
●
Created self-paced training material and conducted training based on
feedback received from CSAT scores, client observations and requests
from Operations
Accenture, CapDev for Virgin Media — Senior Trainer
OCTOBER 2012 - DECEMBER 2014
●
Provided classroom training to project resources to ensure that they were
equipped with the necessary skills to resolve customer issues in a timely
manner and meet operational metrics
●
Delivered and reported specific client pre-process, product, nesting,
continuing education, remediation training to new-hire and tenured
agents/non-agents
●
Reviewed and developed supplemental training materials as required by
the project
●
Functioned as team point-of-contact and interacted with the client and
operations team on delivery status, performance reporting, and needs
analysis
Accenture, CapDev Leadership Development Team —
Content/ Module Developer
SEPTEMBER 2011 - OCTOBER 2012
●
Reviewed TNA surveys and FGD results
●
Developed learning objectives based on TNA and FGD findings
●
Researched on learning concepts related to the developed module
●
Created and tracked Training Effectiveness Measures
●
Created pre and post assessments
●
Conducted pilot run and Train-the-Trainer sessions of the module
●
Certified facilitators who conducted the training for the rest of the
business
●
Monitored training through class observations and made sure that the
course was delivered as prescribed.
Accenture, CapDev for Silverback — Senior Product Trainer |
Product Trainer
SEPTEMBER 2008 - SEPTEMBER 2011
●
Communicated with the Project Manager regarding new classes
●
Interacted with Operations regarding Accenture-required training and
client-mandated continuous learning courses
●
Monitored completion of up-trainings through walkabouts and email
reminders
●
Revised Weekly Training Dashboard that contained updates on New-hire
training, CE courses, Communications Coaching and GLSC courses
●
Participated in Weekly Business Review calls with the client
●
Coordinated with other departments including BSC (room and projector
reservations), DCN ISU (PC, headsets, amplifiers and other networkrelated concerns) and CapDev Ops team (enrollment of participants in
GLSC and TNA courses)
Accenture, Popcorn — QA Analyst
AUGUST 2007 - AUGUST 2008
●
Analyzed team status and shared best practices and innovative ideas for
process improvement
●
Ensured high-quality work products and processes by meeting clients’
requirements for Quality monitoring and helping out service level by
taking calls as requested by Workforce Management Group
●
Improved team productivity through constant feedback, coaching and
updates communication
PeopleSupport, Expedia — QA Analyst | eRep®
MAY 2003 - JULY 2007
●
Assisted the QA Supervisor in monitoring quality performance and
evaluating statistics of the Operations
●
Worked with the client to develop QA programs and processes to address
client-specific quality standards and expectations
●
Communicated QA feedback to operations shift leads and supervisors
●
Implemented and maintained QA reporting tools and processes
●
Mentored agents and updated them on client methods and procedures
●
Conducted QA talks and Q&A sessions on quality
●
Worked with QA Supervisor to generate quality reports on individual
agents and teams
●
Monitored quality performance of individual agents and teams
●
Acted as a resource person on quality issues of production teams
●
Assisted customers with travel-related requests using client tools and
sites
●
Ensured one-call resolution by answering customers’ questions and
providing excellent customer service
EDUCATION
University of the Philippines, Institute of Library and
Information Science, Diliman — Bachelor of Library and
Information Science
JUNE 1997 - APRIL 2003
REFERENCES
Melvin Malaluan, Service Delivery Operations Associate Manager — Accenture
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Maayan Ohana Irvine, Program Manager — Google
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