Marie Yvette Tunguia

MARIE YVETTE TUNGUIA COMPETENCY SUMMARY • • • • Has extensive experience in training and development focusing on customer service, sales, and leadership development programs Has handled a team of individuals with the purpose of meeting company set targets and standards Has good communication skills and able to converse using the English language Knowledgeable in MS Office Programs: Excel, PowerPoint and Word WORK HISTORY Manulife Business Processing Services, Commonwealth, Quezon City, April 2009 – Present Manager – Talent Management, Human Resources • Design and execute development initiatives for Hi-potential employees • Conduct career coaching and assessments • Initiate and Manage Inclusion and Diversity activities Training Manager – Strategic Initiatives and Learning, 1 and 8 months • Conduct needs discussion with functional heads and training leads • Design and launch development tracks for emerging roles • Facilitate leadership courses under Global Leadership and Learning • Manage strategic projects/initiatives for learning and development including e-learning development Operations Manager – Functional Lead – Administration, Inforce Policy Servicing, 2 1/2 years • Ensure consistency and alignment of strategies/priorities across Admin teams • Ensure employees meet functional standards and agreed upon service level agreements • Manage workload within the function to drive efficient and effective use of resources • Handle completion of functionally-aligned projects/initiatives Senior Training Specialist – Canadian Division Affinity Markets Operations, 2 years • Moved to Canadian Division Affinity Markets operations in July 2011 and was trained in Toronto, Canada. • Responsible for conducting product and customer service training for customer service associates and new customer line/sales associates • Supervise two other support functions – Quality Assurance and Sales Audit Training Specialist – Training, Quality and Compliance Department, 2 years • Advanced to Senior Training Specialist • Responsible for creating and facilitating several training programs to enhance employee skills. This includes Spreadsheet Training (MS Excel and Open Office), Compliance Training, Harvard Business Publishing Stepping Up to Management Program and Service Mileage. • Handle ad hoc projects for management (i.e. process audit, transition training) JJR Group of Companies, Ortigas, Pasig, February 2007 – December 2008 Planning and Development Officer, 1 year • Responsible for monitoring progress of all companies under the JJR Group and coming up with action plans to help them become more productive. • Oversee the implementation of development strategies and projects. Trainer, 4 months • Conduct product and sales training for the sales workforce of JReynolds Direct Sales Inc., the marketing arm of the JJR Group. • Responsible for creating training material for the different needs of the JJR Group. HR Assistant (Placement Specialist), 7 months • Responsible for coordinating pre-employment requirements and new employee orientation. • Ensure that all branches handled by the company is fully staffed and productive. Amorphous Media Inc., Commonwealth, Quezon City, June 2006 – January 2007 Office Staff • Assists in projects being developed under the Managing Director which includes maintaining the company website and marketing activities. Sykes Asia Inc., Makati City, February 2003 – June 2006 Team Leader, 1 year • Handle 20 agents performing back office tasks for a US telecommunications company and ensuring their productivity and quality compliance. • Complete daily reports and analyses as required by the clients. • Maintain direct and constant communication with the client. Trainer, 1 year and 4 months • Conduct product training in three segments of the client company: Customer Service and Sales, Inbound Sales and Back Office segments • Monitor progress of new agents as well as conducts up-training for agents on the floor. Customer Service Representative, 1 year • Responsible for customer concerns and offering products in every sales opportunity. Parlance Systems Inc. (e-PLDT), Makati City, February 2002 – August 2002 Customer Service Representative • Responsible for customer concerns and offering products in every sales opportunity. AMA Computer College, East Rizal May 2001 – February 2002 Instructor • Handle Philosophy subjects such as Philosophy of Man and Symbolic Logic. TRAINING PROGRAMS ATTENDED Facet5 Accreditation Training by Facet5, December 2018 Coaching Certificate Programme for the ICF by Bailey Balfour, January 2018 Influencing Skills for Women Leaders by Manulife, November 2017 Foundations of Organizational Development by Ateneo CORD, October 2017 CONNECT, The Neuroscience of Quality Conversations by NeuroLeadership Institure, October 2017 Dynamics of Engagement and Corrective Action by Ateneo CCE, May 2017 Creating Executive Presence by British Council, April 2017 Empowering and Holding Others Accountable Train the Trainers by Arcadia Consulting and Global Leadership and Learning, February 2017 Leadership As a Profession Series 1 Train the Trainers by Global Leadership and Learning, March 2016 Situational Leadership Train the Trainer by The Center for Leadership Studies, November 2015 Training for Six Sigma Green Belt Certification by Cogniseed Consulting, Inc., August 2014 Leading Virtually by Achieve Global, May 2014 Introduction to Business Forecasting by Manulife Business Processing Services Strategic Initiatives and Learning, October 2013 Introduction to Operations Management by University of Pennsylvania Coursera Online Offering, July 2013 Unleashing the P.O.W.E.R. for Performance Excellence by Guthrie Jensen, May 2013 Certificate Course in Facilitating Adult Learning by Ateneo Center for Organization Research and Development, June 2011 Effective Presentation Skills by Guthrie Jensen, 2010 Train the Trainers for Harvard Business Publishing Stepping Up to Management Program by John Clements, August 2010 Advanced Training Techniques: Evaluation by UP CLEARED, April 2010 Supervisory Skills Program by De La Salle Graduate School, March 2010 Internal Service Mileage by Guthrie Jensen, 2009 Leadership Communication by Guthrie Jensen, 2009 EDUCATION Bachelor of Arts Major in Philosophy University of the Philippines, Diliman, Quezon City CERTIFICATION ASQ Six Sigma Green Belt Certified CLS Situational Leadership Certified Trainer