Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rebecca Arrivillaga

Industrial Organizational Psychologist
Quetzaltenango,Quetzaltenango

Summary

Dynamic and results-driven Trainer Team Leader with extensive experience in training and development within the BPO industry, specializing in the VISTRA program. Adept at designing, implementing, and managing high-impact training programs that drive operational excellence and employee performance. Proven ability to lead, mentor, and inspire a team of trainers to achieve exceptional training standards and deliverables. Skilled in leveraging data-driven insights to optimize training effectiveness and align with business objectives. Highly adaptable, with a strong commitment to continuous learning and innovation in training methodologies. Demonstrates exceptional communication, organizational, and analytical skills, combined with a passion for fostering a culture of continuous improvement and professional growth.

Key Strengths:
Leadership & Team Management: Expert in leading and developing high-performing training teams, fostering a collaborative and motivating environment.
Training Program Development: Proficient in creating comprehensive training programs and materials tailored to business needs and industry standards.
Performance Monitoring: Strong analytical skills to evaluate training effectiveness and drive continuous improvement through data-driven decisions.
Stakeholder Collaboration: Effective in working with cross-functional teams to align training initiatives with overall business goals.
Innovative Training Techniques: Skilled in implementing creative and engaging training methodologies to enhance learning experiences.
Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
Technical Proficiency: Familiar with e-learning platforms, LMS, and various digital tools to support and enhance training delivery.

As a Trainer Team Leader at Telus International for the VISTRA program, I am dedicated to ensuring that our training initiatives not only meet but exceed industry standards and client expectations. My goal is to empower trainers and trainees alike, fostering an environment where continuous learning and development are prioritized, ultimately contributing to the success and growth of the organization. Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 2 years of related experience and superior planning and time management abilities. Passionate Trainer with extensive knowledge of [Type] training and proven success working with [Type] clients. Devoted to long-lasting and comprehensive results for every client. Trained in [Area of expertise] and [Software] use. Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than [Number] years of related experience and superior planning and time management abilities.

Overview

6
6
years of professional experience
1
1
Certification
2
2
Languages

Work History

Trainer Team Leader

Telus International
08.2018 - Current

As a Trainer Team Leader for the VISTRA program at Telus International, I lead a team of trainers responsible for developing and delivering training products that support operational goals. My role involves overseeing training activities, ensuring high-quality training standards, and driving continuous improvement in training methodologies and materials. I work closely with operational and quality leaders and other stakeholders to align training initiatives with business objectives.

Key Responsibilities:
Leadership and Team Management:
Lead, mentor, and manage a team of trainers, providing guidance, support, and performance feedback.
Foster a collaborative and positive team environment.
Conduct regular team meetings to discuss progress, challenges, and updates.


Training Program Development:
Design, develop, and update training materials and programs for the VISTRA program, ensuring they meet the needs of the business and comply with industry standards.
Implement innovative training techniques and methodologies to enhance learning experiences.
Collaborate with subject-matter experts to ensure the accuracy and relevance of training content.


Training Delivery:
Oversee the delivery of training sessions, both virtual and in-person, ensuring consistency and high quality.
Conduct train-the-trainer sessions to ensure trainers are well-prepared and effective.
Personally deliver training sessions as needed, especially for critical or complex topics.

Performance Monitoring and Reporting:
Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
Analyze training data to identify trends, gaps, and areas for improvement.
Prepare and present regular reports on training activities, outcomes, and ROI to senior management.


Stakeholder Collaboration:
Work closely with the
account general managers, operations


managers

,
quality, workforce
, and other stakeholders to align training initiatives with program goals.
Gather feedback from operational teams to continuously improve training content and delivery.
Ensure alignment of training programs with client expectations and requirements.


Continuous Improvement:
Stay updated with the latest industry trends, tools, and best practices in training and development.
Lead initiatives to improve training processes, tools, and methodologies.
Encourage a culture of continuous learning and development within the team.


Administrative Duties:
Manage training schedules, logistics, and resources to ensure efficient delivery.
Maintain accurate records of training activities, attendance, and assessments.
Handle other administrative tasks as required.

Education

Bachelor in Industrial / Organizational Psychology - Human Resources

Universidad Rafael Landivar
Quetzaltenango, Guatemala
05.2001 -

Skills

  • Leadership and Team Management:
    Strong leadership and team management skills
    Ability to inspire and motivate a team of trainers
    Conflict resolution and team-building skills

  • Communication:
    Excellent verbal and written communication skills
    Proficiency in delivering presentations and public speaking
    Active listening skills

  • Training Development:
    Proficiency in instructional design and curriculum development
    Knowledge of adult learning theories and principles
    Ability to create engaging and interactive training materials

  • Technical Skills:
    Familiarity with e-learning platforms and tools
    Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint)
    Experience with Learning Management Systems (LMS)

  • Analytical Skills:
    Ability to analyze data and make data-driven decisions
    Strong problem-solving and critical-thinking skills
    Ability to conduct needs assessments and evaluate training effectiveness

  • Organizational Skills:
    Strong organizational and multitasking abilities
    Project management skills, including planning and executing training initiatives
    Time management skills to prioritize tasks and meet deadlines

  • Interpersonal Skills:
    Excellent interpersonal skills and ability to build relationships
    Empathy and cultural competence to work effectively in a diverse environment
    Coaching and mentoring skills

  • Innovation and Creativity:
    Ability to design creative and innovative training programs
    Openness to new ideas and continuous improvement

  • Adaptability:
    Ability to quickly adapt to changing business needs and environments
    Flexibility to work different shifts or extended hours if needed

  • Conflict Resolution: Ability to address and resolve conflicts within the training team or with trainees effectively
    Coaching: Ability to provide constructive feedback and coaching to trainers to help them improve their skills and performance

  • Project Management: Ability to manage multiple training projects simultaneously, ensuring timely and efficient delivery

  • Cultural Competence: Ability to work effectively in a diverse and multicultural environment

  • Critical Thinking: Ability to think critically and problem-solve in dynamic situations

  • Empathy: Ability to understand and address the needs and concerns of trainees and team members

  • Time Management: Ability to prioritize tasks and manage time effectively to meet deadlines

  • Attention to Detail: Ensure accuracy and thoroughness in all training-related activities

Certification

Lean Six Sigma White Belt and Yellow Belt

Timeline

Trainer Team Leader

Telus International
08.2018 - Current

Bachelor in Industrial / Organizational Psychology - Human Resources

Universidad Rafael Landivar
05.2001 -

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Rebecca ArrivillagaIndustrial Organizational Psychologist