Mark-Robert Rosales

Oversees program SMEs in creating, facilitating, and/or revising training materials and
documents to equip staff with fundamental skills and knowledge

Develops, trains, and manages program training personnel

Produces solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations

Establishes and maintains communication with clients and/or team members in understanding needs, resolving issues, and meeting expectations

Skilled in the following Functional & Technical Competencies:
Training – able to determine the strengths and weaknesses of a course design, and determine and implement improvements using the appropriate training methodologies with adult learning as the foundation.

Facilitates learning sessions, training programs, coaching sessions, meetings, FGDs, calibration sessions in the different levels and departments of the business:

Operations (Operations Managers, Team Managers, frontline agents)
Quality (QA Supervisor, QA Analysts)
Training (Training Manager, Trainers, Trainer Apprentices)

Effective use of Training Performance Management (TPM) and Learning Management Systems (LMS) for training administration as well as upkeep of other training resources to ensure client/operational commitments are met

Training Apprenticeship Program (TAP) – able to hire, manage and develop a trainer apprentice
Graduation Bay (GradBay) – able to effectively provide follow through on training by managing, evaluating and analyzing the first 30 days of transition from Training to Operations
Uptraining – able to deliver on uptraining commitments to the client/operations as well as any gaps realized as a result of a TNA
Training Effectiveness – able to use various statistical tools and data analysis for better understanding of training metrics to identify potential problems and recommend and implement a solution

Formulate and analyze monthly attrition reports based on Kirkpatrick’s 4 levels of learning evaluation to meet 90% graduation rate