Juan Paolo Araneta Del Rosario has over 10 years of experience in training and development roles within the call center industry. He is currently a Senior Communication Trainer at United Health Group, where he facilitates training for employees, assesses performance, and works to address gaps. Previously he held similar roles at Sitel Philippines, Teleperformance, Concentrix, and Excel Asia Training Center. He aims to become a Training Manager and has advanced communication and language skills.

1. Juan Paolo Araneta Del Rosario
Senior Communication Trainer (2 years 1 month)
United Health Group
(+63) 9175953229 | paolo.delrosario12@gmail.com | PHP 80,000 | National Capital Reg
Experience
10 years of total experience
Oct 2014 - Present
(2 years 1 month)
Senior Communication Trainer
United Health Group
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Healthcare - Nurse/Medical Support & Assistant
Role Management
Position
Level
Assistant Manager / Manager
*Facilitates training for employees on all aspects of client projects (progression and
enhancement training)
*Provides feedback on existing curriculum for training improvements
*Develops non-classroom communication and training materials
*Assesses agent level performance
*Demonstrates patience with all types of learners
*Coaches employees one to one
*Conducts pre and post training surveys where applicable
*Works with supervisors to address employee performance gaps
*Participates in client interaction (includes effective curriculum feedback and client visits)
*Through demonstrated individual performance, promotes the highest standards of ethical
and professional conduct in dealing with employees, vendors, customers and the community
*Performs other related duties and assignments as required and as assigned by supervisor
or manager
*Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Apr 2013 - Jul 2014
(1 year 4 months)
Learning Specialist
Sitel Philippines
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Training & Development
Role Training & Development
Position
Level
Supervisor / 5 Years & Up Experienced Employee
*Facilitates training for employees on all aspects of client projects (new hire, progression
and enhancement training)
*Develops curriculum to support classroom training and alternative training
*Provides feedback on existing curriculum for training improvements
*Develops non-classroom communication and training materials
*Assesses class and individual agent level performance
*Demonstrates patience with all types of learners
*Coaches employees one on one
*Conducts pre and post training surveys where applicable
*Works with supervisors to address employee performance gaps
*Participates in client interaction (includes effective curriculum feedback and client visits)
*Through demonstrated individual performance, promotes the highest standards of ethical
and professional conduct in dealing with employees, vendors, customers and the community
*Performs other related duties and assignments as required and as assigned by supervisor
or manager
*Thrives as a team player in a fast-paced, high-energy, change-oriented environment
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2. Aug 2009 - Feb 2012
(2 years 7 months)
Communications and Product Trainer
Teleperformance
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Training & Development
Role Training & Development
Position
Level
Supervisor / 5 Years & Up Experienced Employee
*Facilitates training for employees on all aspects of client projects (new hire, progression
and enhancement training)
*Develops curriculum to support classroom training and alternative training
*Provides feedback on existing curriculum for training improvements
*Develops non-classroom communication and training materials
*Assesses class and individual agent level performance
*Demonstrates patience with all types of learners
*Coaches employees one on one
*Conducts pre and post training surveys where applicable
*Works with supervisors to address employee performance gaps
*Participates in client interaction (includes effective curriculum feedback and client visits)
*Through demonstrated individual performance, promotes the highest standards of ethical
and professional conduct in dealing with employees, vendors, customers and the community
*Performs other related duties and assignments as required and as assigned by supervisor
or manager
*Thrives as a team player in a fast-paced, high-energy, change-oriented environment
*Attended the ff: trainings in Teleperformance
a. Leadership Thru Values Training: Commitment, Innovation, Professionalism.
b. Teleperformance Operational Procedural Systems Training
c. Managing Team Performance Training
Experienced in working for US Telcom and Software Accounts, Australian Telcom Account,
Online Gaming Account, Medical Account, Financial Account.
Nov 2008 - May
2009
(7 months)
Senior Soft Skills Trainer
Concentrix
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Training & Development
Role Training & Development
Position
Level
Supervisor / 5 Years & Up Experienced Employee
*Teaching Soft Skills to New Hire trainees.
*In charge of upholding E.O.P in the production floor.
*Tasked to create presentations to further develop the training curriculum.
*Tasked to do call listening to help Q.A. enhance quality of agents.
*Provide feedback to agents after monitoring calls to help agents provide better customer
service to their clients.
May 2008 - Nov
2008
(7 months)
English Coach
Sykes Asia Inc.
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Training & Development
Role Training & Development
Position
Level
Supervisor / 5 Years & Up Experienced Employee
RESPONSIBILITIES:
To conduct communications training in a class room environment and coach agents in the
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3. production floor who need to improve their communication skills and provide feedback. Help
implement E.O.P English Only Practice in the production floor.
EXPERIENCES GAINED:
Experience in teaching communication skills, monitoring and providing feedback to agents.
Experienced in teaching a class room environment and one-on-one sessions.
Oct 2007 - Dec 2007
(3 months)
Communications Trainer
Excel Asia Training Center
Industry Education
Specializatio
n
Training & Development
Role Training & Development
Position
Level
Supervisor / 5 Years & Up Experienced Employee
To train Filipinos to speak English properly and to build their confidence so that they would
be fully prepared to be endorsed into the call center business.
Apr 2006 - Sep 2007
(1 year 6 months)
Associate
HSBC Alabang
Industry Banking / Financial Services
Specializatio
n
Customer Service
Role Customer Service - General
Position
Level
1-4 Years Experienced Employee
Credit card services
RESPONSIBILITIES:
To assist customers regarding their credit cards specifically personal cards, lost and stolen
cards, cards activation and gold and platinum credit cards.
EXPERIENCES GAINED:
Experience in selling insurance, cards, bank accounts and mortgages.
Experienced in handling complaints and successful resolutions.
ACCOMPLISHMENT:
Awarded Top Quality Agent in training
REASON FOR LEAVING:
Seeking better career advancement opportunities and exposure
Education
2006 Kalayaan College
Vocational Diploma / Short Course Certificate in Humanities/Liberal Arts |
Philippines
Major BA Literature
CGPA 85.0 / 100.0
I'm a 3rd year undergrad and I stopped schooling in March 2006. I guess I didn't feel
challenged in school which is why I wanted to get myself a job and see and feel how it is to
actually work and get paid for it. I am very thankful that the BPO industry does not close its
doors to people just because they don't have College Degrees.
Skills
Advanced Speed typing, Sales, Communication Coaching
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written
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4. English 10 10
Filipino 8 5
Spanish 3 1
Jobstreet English Language Assessment (JELA)
Date Taken 13 Aug 2010
Score 31/40
Additional Info
Expected Salary PHP TBD
Preferred Work
Location
National Capital Reg, Australia & New Zealand, North America
Other Information
CAREER OBJECTIVE:
Training Manager
SUMMARY OF QUALIFICATIONS:
*1 year and 5 months experience working in an International Bank as a customer service representative
*Awarded top quality agent
*Recognized as a top seller
*Fully trained and experienced in handling credit cards
*3 years and 9 months total experience as a Communications/Product Trainer
*Trained in monitoring calls and conducting one-on-one coaching sessions with agents who are having difficulty with their
communication skills
*Experienced teaching in a classroom environment
*Certified Communications and Technical Trainer Software and Programs Account
*Certified Communications Trainer for New/Near Hire Training
*Certified Tech Trainer for Broadband/DSL Account
PERSONAL TRAITS AND ATTITUDE:
* Excellent cross-cultural communication skills
* International living experience and regional exposure
* Passion for continuous learning and personal growth
* Self motivated and driven, with a strong desire to excel
* Punctual
* Team player
* Flexible, able to adapt to a shifting schedule
* Hard working
* Patient
* Optimistic
About Me
Gender Male
Age 36 years
Telephone Number (+63) 02-8522693
Address 12 Socorro St. Magallanes Vilage, Metro Manila, 1232, National Capital Reg,
Philippines
Nationality Philippines
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