Skills Summary: Skilled in People Management, Client Management, Project Management, Coaching &
Mentoring, Critical Thinking & Problem Solving, Strong Organizational and Interpersonal
Skills, and Curriculum Delivery & Design. Also nationally accredited as Construction,
Occupational, Safety and Health Officer II by Philippine Department of Labor and
Employment.

Employment

Jun 2019-Present Mr. Butler Home Services Parañaque City, Phils
HR Head
▪ Accomplishments
▪ Increased number of skilled workforce by 30% through a 911 TESDA
national partnership. Hence increased business clients by providing more
services to businesses and residences.
▪ Improved employee morale by 98% by creating an engagement calendar
displaying various events available for employees’ well-being and individual
improvement.
▪ Created an HR employee database (which never existed before) making
employee appraisal, selection of employees to match clients’ needs, and
tracking employee accomplishments faster by 60-75%.
▪ Improved pay-out process from cash-in-an-envelope system to electronic
bank payouts reducing processing time, increasing accuracy, and faster
resolution of pay-out problems if any.
• Supported a total of 30 employees within the company.
• Lead a team of 3 HR staff.

Mar 2013-Jun 2018 ADP Philippines, Inc. Makati City, Phils
Learning Delivery Lead
▪ Accomplishments
▪ Increased further a high NPS by 8% in four months to bridge the NPS gaps
of all business lines.
▪ Helped developed a global e-library (TopShelf) where all employees can
access information easily specific to any role which aligned expectations and
results and reduced or avoided any confusion.
▪ Improved English communication skills of employees by 75% in interacting
with their clients.
▪ Improved the allocation of trainer’s hours towards a priority list of tasks
which improved timely delivery of results and created relevant business
impact.
▪ Streamlined Training processes for faster design, implementation, and roll
out.
▪ Certified in cross-departmental processes such as payroll systems, hiring and
recruitment processes.
▪ Out of three learning delivery teams, my team constantly produced the top
performing trainer every quarter through proper coaching and mentoring.
▪ Created Trainees’ scorecard for learners to be informed of their progression
towards their goals also for trainers to improve on providing further support.
▪ Awarded Top Performing Team of the Year for 2018.
• Lead a team of 12 trainers.
• Coordinated with global training team, operations team, HR, IT, and project
management teams in providing resolutions for company’s challenges.
Contact Details: +63 915 502 6511; delight.soriano@@gmail.com
• Conducted TNA’s to constantly assess possible business risks, challenges, and issues.

Nov 2005-Jan 2013 HSBC Data Processing Phils Muntinlupa City, Phils
Assistant Manager for Training and Assistant Manager for Sales Operations
▪ Accomplishments
▪ Saved Php 300,000 a month from June to December 2012 by streamlining
the loan application and acceptance process and awarded a global
recognition for this initiative.
▪ In charge and rolled out the first knowledge transfer of Premier Banking
systems for the contact center in the Philippines which became the standard
for succeeding classes.
▪ Created and rolled out the system that streamlined the scoring process for
client experience by team managers.
▪ Consistently produced high performing associates on schedule per
manpower ramp up requests.
▪ Consistently achieved the lowest training attrition rate annually (3% annual
average).
▪ Awarded AMO of the quarter for last quarter of 2011.
▪ Created the first sales module for HDPP which up to this day is still being
rolled out.
▪ Certified to train 6 modules in the company (US Care, Metris, Retail Services,
Personal Telephone Banking, US Fraud, Philippine Fraud).
• Facilitated training to new hire employees.
• Facilitated Focus Group Discussions for Root Cause Analysis in support of the training
programs to be created.
• Assisted in events, brainstorming, planning, etc… of department’s initiatives.

Jun 2003-Nov 2005 Epixtar International Contact Center Quezon City, Phils
Product Educator
▪ Accomplishments
▪ Created the training programs for SBC/Pacific Bell Telecoms, Premier Leisure
Club Australia, and McDonald’s franchisee’s inbound customer service.
▪ Certified to train 5 training modules (Call Australia, Tangible Solutions,
Quikclicks, Compu Credit, and Wallstreet Journal subscription).
• Trained, assessed, coached new hires.
• Coordinated with client to understand expectations.
• Provided floor support for business units.