Lyndon Seno

Dubai, United Arab Emirates
A highly competent, engaging and experienced trainer with an exceptional track record in facilitating and designing world-class training programs
A highly competent, engaging and experienced trainer with an exceptional track record in facilitating and designing world-class training programs
  • Training
  • Facilitation
  • Presentation
  • Learning and Development
  • Instructional Design
Experience 16+ years
Willing to relocate?
Yes
Availability
  • Office/Remote
  • Full Time

Description

SKILLS
● Exceptional English communication skills (spoken and written)
● Computer proficient (MS Office and Windows OS)
● Technically oriented and a fast learner
● Creative and technical writing including instructional design and learning program development
● Exceptional typing skills with an average of 89 WPM and 99% accuracy (touch typing)
● Public speaking, hosting and relations, training delivery and facilitation

EMPLOYMENT HISTORY
I. Position Medical Training Officer
Company Emirates Airline
Department, Function Group Medical Training, HR Learning and Development
Specialization Training Delivery
Date Joined August 18, 2017 – present (made redundant, Jul 9, 2020)
Location Dubai, United Arab Emirates
● Submitted regular activity, status and other reports to the line manager for review to maximise efficiencies within the department.
● Took ownership of agreed performance goals, competencies and development plans. Self-assess productivity to ensure delivery of departmental KPIs for trainer usage/efficiency and to meet individual goals.
● Delivered training to the highest quality standards adhering to Group Medical Training framework/lesson plans and departmental KPIs.
● Created an environment conducive to learning ensuring the consistent achievement of customer satisfaction at all levels and proactively respond to feedback.
● Performed tasks associated with assigned Group Medical Training portfolios - Regulatory and Licensing, Design and Development, Quality and Compliance - ensuring such tasks are delivered on time, in adherence with quality standards and meet customer expectations. This includes correlation of results, updating learning profiles, communicating results and ensuring that classroom equipment/training aids are available, set up and serviceable.
II. Position Learning and Development Officer
Company Al Futtaim Group – Retail Division
Department Human Resources Department, Al Futtaim Watches & Jewellery
Specialization Training Delivery, Process Knowledge, Customer Service, Retail Selling Skills, organizational development
Date Joined February 21, 2015 – March 17, 2017
Location Dubai, United Arab Emirates
As one of the biggest companies in the Gulf, confidence and excellent communication skills, aptitude in planning and organizing, quality standards, specialist knowledge, thinking, decision-making and proficiency in presentation are essential. The principal accountabilities include, among others:
● Developed and organized the criteria for performance evaluation prior to training
● Evaluated the training requirements
● Designed, developed and implemented specific training courses for the business
● Provided post-training evaluation, assessment and support
● Provided training for head office personnel
● Emiratization program support
● Initiated process reengineering and documentation efforts
● Maintained close contact with the business managers and continuously monitored and evaluated the progress of each group and individual against set goals
● Provided training and evaluation support to ensure that retail operations, showroom procedures, system handling, cash and stock management techniques, etc. Are carried out properly


III. Position Training Business Partner
Company QBE GSSC (Group Shared Services Center)
Department Human Resources, Learning and Development
Specialization Induction training, training business partnership, learning pathways and curriculum development
Date Joined September, 2014 – January, 2015
Location Cebu City, Philippines
QBE Insurance Group is one of the world's top 20 general insurance and reinsurance companies, with operations in all the key insurance markets. QBE is listed on the Australian Securities Exchange and is headquartered in Sydney, employs more than 17,000 people in 43 countries.

QBE Group has successfully delivered more than 135 acquisitions since our first acquisition in 1982 and has grown substantially over the last 10 years. QBE's gross written premium was US$17.9 billion in 2013.

As Training Business Partner, I conducted new hire training programs for the company's Europe and North America Operations and designed learning pathway programs.

IV. Position Training Professional
Company The Results Companies
Department Training Department
Specialization Sprint Postpaid CLC New Hire Process, Continuing Education, Instruction Design
Date Joined October, 2013 – September, 2014
Location Lapu-lapu City, Cebu, Philippines
The Results Companies has committed to strategically establish call centers in communities with small-town values, where courtesy and empathy are a way of life. With each and every contact, Results' top priority is your customer’s experience. We truly believe that the most important people to a company are its customers. And, in turn, the most important people to those customers' and prospects are the representatives who handle their phone calls, respond to their questions and solve their problems. Very often these professionals are "the company" to its customers and prospects.
The Results Companies exceeds its clients’ expectations by providing a better operational foundation while integrating leading processes and systems to drive top-tier performance and quality.
● Facilitated simulation and e-learning programs
● Assessed trainees and conducted individual and group coaching conversations
● Handled new applicant initial phone and personal interviews while on non-training time
● Developed new training material and improved existing material according to strict instructional design standards.

V. Position Training Officer
Company Jarir Bookstore
Department Human Capital Development
Specialization Retail Sales, Process Knowledge, Customer Service, Personal Development, Effective Writing Skills, Managing Stress and Distractions, Developing Assertiveness
Date Joined November, 2011 – January, 2013
Location Riyadh, Saudi Arabia
Jarir Bookstore is regarded as the market leader in office supplies, school supplies, IT products and books not only in the Kingdom of Saudi Arabia but in the entire Middle East. Its CEO recently received the Forbes award for one of the best CEO’s in the region. Jarir Bookstore is well reputed and highly respected among its customers and the business community. Having worked in the region (Dubai) in the past, working in a multi-cultural company (20 nationalities), was a privilege. I have had the opportunity in strengthening my facilitation skills and learning a lot from the industry.
● Built on existing new-hire programs and initiate an improved induction program for retail sales staff.
● Carried out the new-hire wing-to-wing process training and orientation including the company’s Selling With Passion program
● Traveled and visited the different showrooms and conducted coaching conversations with retail sales staff, supervisors and showroom managers
● Designed several new programs for managers, showroom leaders retail sales staff including Stress Management Programs, Effective Writing Techniques, Team Building Workshops, Effective Leadership Program and Developing Assertiveness Skills.

VI. Position Senior Trainer
Company JPMorgan Chase Bank, N.A.
Department Performance Improvement, Chase Canada Card Services
Specialization Training Delivery, Process Knowledge, Customer Service
Date Joined November 27, 2009 – November 27, 2011
Location Cebu City, Philippines

JPMorgan Chase Bank is a 2.3 trillion-dollar financial services firm and operates in more than 60 countries worldwide with more than 250,000 employees. As one of the world’s largest bank, the firm takes pride in its business operating principles that I have grown quite proud of and have used these principles in my daily responsibilities within the firm as I manage wing-to-wing process training for Chase Canada Card Services during its business process migration:
● Carried out the new-hire wing-to-wing process training
● Evaluated the appropriateness of training materials to local new hires
● Supported overall captive operations through coaching conversations
● Ensured seamless transition from classroom training to business operations
● Performed ongoing training programs to non-new-hires in support of process changes
● Travelled to Ottawa, Canada for 2 months to migrate the financial process to Cebu, Philippines

VII. Position Training and Development Officer
Company Al Futtaim Group – Retail Division
Department Human Resources, Al Futtaim Watches & Jewellery
Specialization Training Delivery, Process Knowledge, Customer Service, Retail Selling Skills
Date Joined October, 2005 – March, 2009
Location Dubai, United Arab Emirates

VIII. Position Program Specific Trainer and Instructional Designer
Company Convergys Philippines Services
Department Training, Quality and Instructional Design
Specialization Training Delivery
Date Joined March, 2004 – May, 2005
Location Cebu City, Philippines

A global leader in customer management for over 30 years, Convergys (NYSE: CVG) is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. With 75,000 employees, Convergys helps clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agents, technology, and analytics. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Convergys.
● Delivered a 2-week communication and culture program for new hires
● Delivered a 4-week extensive program specific training program for new hires based on stringent client requirements including product, procedures, sales techniques, telephone techniques and handling difficult customers/complaints among others.
● Facilitated simulation and e-learning programs
● Assessed trainees and conducted individual and group coaching conversations
● Handled new applicant initial phone and personal interviews while on non-training time
● Developed new training material and improved existing material according to strict instructional design standards.
● Travelled to Manila for 2 months for training
IX. Position Product Trainer
Company Sykes Asia, Inc.
Department Training
Specialization Training Delivery, Assessment and Development
Date Joined March, 2003 – March, 2004
Location Mandaue City, Cebu, Philippines
SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. SYKES provides an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries.

Reporting to the Training Delivery Manager, my core responsibility was to facilitate the 20-day training that involved technical procedures, e-learning simulations and coached new hires so they will be able to efficiently perform on the production floor while meeting strict client standards.

EDUCATIONAL BACKGROUND
Level: Tertiary, Bachelor’s/College Degree
Field of Study: Business Administration
Name of Institution: University of San Carlos
Location: P.del Rosario St., Cebu City, Philippines
Graduation Date: March 2003.

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