Maria Lourdes Alciso-Cabansay

Current

Capability Development Lead at Accenture

Past

Director, Project Planning Department at TeleDevelopment Services, Inc.
Educator, Training Department at Air Relay Corporation (Now: GCS)
Senior Manager, Training Department at ePacific Global Contact Center (Now: OGCCI)

Officer, Customer Service Division, Service Quality Group at Globe Telecom, Inc.

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Education

Ateneo Graduate School of Business
Saint Louis University

Recommended

14 people have recommended Maria Lourdes

Connections

332 connections

Industry

Outsourcing/Offshoring

Maria Lourdes Alciso-Cabansay’s Summary

Miami has 15 years of significant work experience in diverse fields as:

1.) A Senior Trainer with extensive experience in classroom facilitation, Training Needs Analysis (TNA) administration, module content development of Communication, Customer Service, Telemarketing, Culture & Geography, and Management programs;

2.) A Human Resources Practitioner with expertise in volume recruitment, compensation and benefits, and consultancy; and

3.) A seasoned Customer Service Professional with noteworthy work know-how attained from various industries: Human Resources, Marketing & Advertising, Information Technology & Services, and Telecommunications.

Maria Lourdes Alciso-Cabansay’s Specialties:

1.) Training and Recruitment for Business Process Outsourcing (BPO) firms

2.) Account and Project management

3.) Process improvement implementation

4.) Employee rewards and retention methods

5.) Business Development strategies related to Training & Recruitment

Maria Lourdes Alciso-Cabansay’s Experience

Capability Development Lead

Accenture

(Public Company; ACN; Management Consulting industry)

August 2009 — Present (4 months)

Runs and manages the Capability Development team that supports the BPO delivery center in its growth on the following key areas: new hire on-boarding, middle management fast-track development and talent development, & engagement and retention.
Director, Project Planning Department

TeleDevelopment Services, Inc.

(Privately Held; Human Resources industry)

March 2004 — May 2009 (5 years 3 months)

Company Background: Strategic consulting, training, and staffing of Business Process Outsourcing (BPO) companies.

Responsibilities:
1.) Conducted sales calls and other marketing initiatives to promote the franchise program.

2.) Created strategic partnerships and business relationships with various associations, local and other government agencies, as well as corporations from different industries.

3.) Initiated feasibility studies, white papers, and other business case reports to support various recommended projects.

4.) Managed a team of one direct report with cross-functional project supervisor responsibilities.

Achievements:
1.) Promoted from Training Manager post to Senior Manager level after only a year of employment.

2.) Has worked with most of the company's largest clients and have successfully handled and sustained top three of the company's training clients.

3.) Due to stellar performance in Training, was tapped to head the Human Resource Outsourcing (HRO) department on third employment year.

4.) Singled-out by company President to lead the Project Planning Department aimed to enhance internal processes, improve sales performance, and extend business coverage outside Metro Manila.
Educator, Training Department

Air Relay Corporation (Now: GCS)

(Privately Held; Marketing and Advertising industry)

May 2002 — March 2004 (1 year 11 months)

Company Background: Outsource contact center providing offshore outbound call services for various clients in the USA.

Responsibilities:
1.) Headed a team of five members with two officers as direct reports.

2.) Lead Trainer and Subject Matter Expert (SME) of all soft skills, product-specific, and intervention training programs.

3.) Management team member involved in operations and support groups' process improvement projects.

Achievements:
1.) Authored the company's initial foundation skills training program.

2.) Crafted and carried out training modules aimed to improve agent performance ratings geared to satisfying client requirements.
Senior Manager, Training Department

ePacific Global Contact Center (Now: OGCCI)

(Privately Held; Information Technology and Services industry)

April 2001 — April 2002 (1 year 1 month)

Company Background: Wholly-Filipino owned outbound contact center services provider headquartered in California, USA.

Responsibilities:
1.) Division head with four trainers as direct reports.

2.) Conceptualized and implemented programs encompassing agent skills improvement and management development.

3.) Governed activities such as Training Needs Analysis (TNA) administration, actual training conduct, post-training evaluation process, and program conceptualization & development.

Accomplishments:
1.) Drafted enrichment programs to help quicken learning curve of trainees and increase their initial operations productivity rating by 10-15% more.

2.) Regularly attained 100% of goals: Quality results of classes conducted and Number of programs implemented on a quarterly basis.

3.) Founded a feedback and calibration program in alliance with the Human Resources department to make certain that recruitment standards are regulated and constantly applied.

4.) Personally selected by the Executive team to manage both the Training and Operations departments at one time.
Officer, Customer Service Division, Service Quality Group

Globe Telecom, Inc.

(Public Company; Telecommunications industry)

August 1995 — April 2001 (5 years 9 months)

Company Background: One of the largest telecommunications organizations in the Philippines, Globe provides mobile, landline, and internet services in various locations in the country.

Responsibilities:
1.) Supervised a team of two officers with cross-functional supervisor accountabilities.

2.) Drove process streamlining projects aimed to improve overall customer service experience.

3.) Monitored and reviewed service reports of restructured Operations processes in accordance to metrics and recommended solution gaps on identified issues.

4.) In-charge of the Rewards and Recognition program which encompassed management of monthly awarding events and identification of apt training programs that helped motivate the group.

Achievements:
1.) Managed the first cross-functional process improvement team of the organization marked to improve 80% of the Operations’ activities.

2.) Successfully reworked and documented more than 50 Operations processes.

3.) Created, realized, and sustained the first rewards and recognitions program of the group.

4.) Handled various tasks in different sub-groups of the Customer Service Division including: backroom support management, problem resolution process improvement projects, and contact center.

Maria Lourdes Alciso-Cabansay’s Education

Ateneo Graduate School of Business

Ateneo-Regis Program , Business Administration , 2006 — 2010 (expected)

Case Studies / White Papers authored:

1.) Quantitative Methods and Analysis on the Feasibility of a Training Company Expansion in the Philippines

2.) Microeconomics Case Study on a local Airline Company

3.) Business Plan on Workforce Improvement through Social and Emotional Competence (WISE): A Case Study on Emotional Intelligence

4.) Management Dynamics Case Study on A New Business to Develop for a Training Company

5.) Operations Management Case Study on Value Stream Mapping Application in a Software Development Company

6.) Reaction Papers on: e-Commerce; Data Resource Management; Instant Messaging; Internet Banking; Music Piracy and the Internet; Artificial Intelligence
Saint Louis University

AB Mass Communications , 1990 — 1994

Activities and Societies:

Theatre Guild, COHSAHS (College of Human Sciences Academic and Honors Society)

Additional Information

Maria Lourdes Alciso-Cabansay’s Interests:

Training, HR Recruitment, Project Management, Business Intelligence, Telecommunication Industry, Contact Center Industry, BPO Industry

Maria Lourdes Alciso-Cabansay’s Groups:

ASTD (American Society of Training and Development)
BPA/P (Business Process Outsourcing Association of the Philippines)
CCAP (Contact Center Association of the Philippines)
HRMDC (The Human Resources Management Development Center)
PMAP (People Management Association of the Philippines)
PSTD (Philippine Society for Training and Development)

Helping Friends Career Network (LI2HF)
Linked:HR (#1 Human Resources Group)
Filipino Professionals
Contact Center Group
The Recruitment Network
Contact Center Professional
Contact Center Connection
BPO Executives
HR Focus Expert Group
Philippines
The Philippines BPO Council
Philippine Outsourcing Group
Call Centre Outsourcing Philippines
Philippine Recruitment Professionals
HR Executive Network
Call Center Directory Philippines
People Management Association Of The Philippines
HR Philippines
CallCentre Search
E-Recruitment Group (Post Jobs) (Post Resumes) Concept by Group of Sr. Recruiters
Benprise ( Offshore Outsourcing, BPO, Call Center & Contact Center )
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