KEITH V. ROSAGAZO
Imus Cavite / 09065416416 / 09985840425

[email protected] / [email protected]

ACHIEVEMENTS
·            Design, develop, implement, and facilitate a Full Customer Service Training Program for City Pharmacy Limited (CPL) on all company affiliates including head office.

·            Facilitate and design the 2-day CPL conference team building for all 300 employees.

·            Enable training for almost 2500+ employees, staff, and management team on behavioral soft skills training focusing on customer service and supervisory leadership program.

·            Manages the conduct of the performance appraisal of BonChon Direct employees throughout the appraisal period for regularization and promotion.

·            Undergo series training modules in PNG for the Coca-Cola e-learning programs for Retail Store  Supermarket.

·            Creation, documentation, execution and measurement structures.

·            Analyze training needs to develop new training programs or modify and improve existing programs.

WORK EXPERIENCE
Mar 21, 2016 – to present    BonChon Chicken Philippines

Training & Organizational Development Manager

Bagumbayan, Quezon City

Key Responsibilities:

·            Design, develop, and conduct in-house training program anchored to BonChon Chicken Philippines culture building (VMV)

·            Develop and facilitate behavioral and leadership In-house Training Programs.

·            Assist in the creation of Job Description for new hires (Head-Office / Store-Based)

·            Create write-ups for new leader office-based employees.

·            Establish New Hire Immersion Program for New Office-based Leaders

·            Facilitate 360˚ Feedback OpCom Leaders for Regularization and Annual Appraisal

·            Stream-line On-boarding Program for Newly Hired Employees

·            Establish a basic training curriculum for New Hires (restaurant managers & staff)

·            Create a Training Curriculum for New Position – Service Team Lead and Restaurant Transition Team (Kitchen Team Lead, Cashier Team Lead, and Guest Relations Specilaist)

·            Handle the Performance Management Systems for regularization and promotion for all HeadOffice and Commissary employees.

June 19, 2013 – Nov. 13, 2015        City Pharmacy Limited

Training & Development and Recruitment Manager

Port Moresby, Papua New Guinea

Key Responsibilities:

·            Identify training needs within the company thru interviews, assessment training evaluations, feedbacks, and regular consultation from management heads and store managers.

·            Create and design training courses. Formulates and facilitated the following in-house training programs such as;

ü  EXEMPLARY CUSTOMER SERVICE WORKSHOP

ü  GENERAL INDUCTION PROGRAM

ü  BASIC RECEIVING TRAINING

ü  BASIC CHECKOUT OPERATORS TRAINING

ü  PERSONALITY ENHANCEMENT & PROFESSIONAL PRESENCE @ THE WORKPLACE

ü  MANAGERS MINUTE TO WIN IT! / SUPERVISORS MINUTE TO WIN IT!

ü  NEW WAIGANI CENTRAL STORE LAY-OUT

ü  15 CUSTOMER SERVICE EMPLOYEE NEEDS

ü  25 CUSTOMER SERVICE YOU ABSOLUTELY NEED

ü  MAKING CUSTOMER EXPERIENCE HAPPY

ü  HUMAN RESOURCES MANAGEMENT

ü  BUILDING TRUST INSIDE YOUR TEAM

ü  COACHING FOR OPTIMAL PERFORMANCE

ü  BUYING MANUAL

ü  SOP – RECEIVING & RECEIPTING PROCEDURE

ü  CPL BUSINESS PLAN – MANAGEMENT CONFERENCE 2013

·            Organize training schedules for the entire store operations and Head Office.

·            Handle the 300+ employees of Waigani Retail Store

·            Create job decsriptions for all position in the retail store and headoffice.

·            Submit in-house training budget to HR Manager and Financial Controller.

·            Liaise with Retail/Store Managers on training schedule implementation.

·            Recruitment and other HR functions in the company.

·            Facilitate, assist and completed the Coca-Cola Institute e-Learning Training Program Module on FOOD RETAIL such as;

WORKPLACE ESSENTIALS:

ü  Business Ethics

ü  Customer Service

ü  Customer Service – Selling Solutions

ü  Introduction to Food Retail

ü  Introduction to Food and Health

ü  Loss Prevention I

ü  Loss Prevention II

ü  Professionalism

ü  Stress Management

JOB POSITION

ü  Bagging

ü  Cashier

ü  Courtesy Clerk

ü  Receiving

ü  Convenience Store Cashier

ü  Convenience Store Customer Service

ü  Convenience Store Operations

SAFETY & SANITATION

ü  Food Safety and Sanitation Basics

ü  Lock-out / Tag-out

ü  FSS1 – Foodbourne Illness Overview

ü  FSS2 – The Flow of Food Products

ü  FSS3 – Manage Product Time and Temperature

ü  FSS4 – Safe Food Preparation

ü  FSS5 – Cooked Food

ü  FSS6 – Personal Hygiene and Employee Health

ü  FSS7 – Cleaning and Sanitizing

ü  FSS8 – Facility Management

ü  FSS9 – Pest Control Program

ü  FSS10 – Food Safety and Crisis Management Plan

STORE SAFETY

ü  Store Safety – Cleanliness and Sanitation

ü  Store Safety – Fire Prevention

ü  Store Safety – Floor Monitoring

ü  Store Safety – Hiring and Training

ü  Store Safety – Promotions and Committees

ü  Store Safety – Reporting and Investigation

ü  Store Safety – Severe Weather

MANAGEMENT & LEADERSHIP

ü  Employee Engagement

ü  Emotional Intelligence

ü  Introduction to Supervisory Skills I

ü  Introduction to Supervisory Skills II

ü  Managing People

ü  The Leadership Challenge

FOOD LOGISTICS

ü Food Logistics I

ü Food Logistics II

June 27, 2011 – May 30, 2013        Wheeltek Motor Sales Corporation – Training & Development /

Recruitment Manager

Makati City, Philippines

Key Responsibilities:

·            Identify training and development needs within the organization through job analysis, appraisal schemes and regular consultation with Dept. Heads, AMs, SBMs and BMs.

·            Design courses and develop training and development programs based on both the organization and the individual needs.

·            Create training materials and curriculum for in-house training program.

·            Manage the delivery of training and development programs in a more senior role and devising a training strategy for the organization.

·            Monitor and review the progress of trainees by follow through.

·            Amend and revise programs as necessary, in order to adapt to the changes that occur in the work environment.

·            Help line managers and trainers to solve specific training problems, either on a one-on-one basis or in groups.

·            Keep-up to date with the development in training by reading relevant journals and attending relevant courses.

·            Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.

·            Conduct regular evaluation/revision/enhancement of training curriculum to improve effectiveness.

·            Make a financial plan regarding training budget.

·            Implement and supervise Training Programs base on the need of the company.

·            Execute and manage activities/programs to ensure continuous effectiveness of training.

·            Oversee training officers/assistants in achieving the department’s goal.

·            Perform other duties and tasks assigned from time to time.

July 6, 2009 – April 30, 2011           Firefly electric & Lighting Coproration – HR Training & OD Officer

Binondo, Manila, Philippines

Key Responsibilities:

Assist HRM creating and disseminating Training/OD related policies and procedures.
Assist the HR Manager in OD Projects.
Induction of training for new starters.
Handle info-sessions as deemed fit by the HRM.
Assist the HR Manager in handling Special Events or projects as needed.
Post- evaluation, and training highlight assessment which includes feedback about the quality and response to the training.
Conduct, facilitate, formulate, and design in-house training courses such as:
·         FELCO Product Training

·         Government Mandated Benefits Program

·         Natural Family Planning

·         Work Values Program

·         Achieving Your Personal Financial Goals

·         Personality Enhancement & Professional Presence at the Workplace

·         Basic Telephone Courtesy & Netiquette Program

·         Exemplary Customer Service Attitude

·         Jr. SDO Training Program

·         Sr. SDO Training Program

·         Proactive Customer Service

·         General Orientation Program

·         Company Info Sessions on Policies & Regulations

March 2007 – June 2009                TongYang Corporation – Training / Operations Manager

Makati City, Philippines

Key Responsibilities:

Coordinate with the day-to-day Operations on Store Branch requirement to ensure timelines are met on promotions, transfer, regularizations, full store operational concerns and the likes.
Liaise to all eight (8) Store Branch Operations for letters that needed to be released to the operations Group and roll-out policies at the Store Branch.
Handle the day-to-day operations in the entire branch.
Implement and facilitates training programs based on the training needs and requirements of the Store Branch.
Provide resolution for all employee queries at a Store Branch level.
Partner with the Operations Group in finding solutions for issues concerning the employee assigned at the Store Branch.
Ensure one on one feedback and coaching are executed by the Operations with their employees.
Provide HR input to operations group during regular field work at the Store Branch.
Conduct administrative guidance and support to the Operations Group.
Investigate reported violations and make recommendations through the guidance of the policies, rules & regulations of the Store.
Conduct exit interviews, assists in clearance processing.
March 2003 – February 2007          ASIAPRO COOPERATIVE – Training Officer

Pasig City, Philippines

Key Responsibilities:

v  To provide appropriate seminars and pre-requisites program to all members that shall continue enhancing their knowledge and skills as being used in performing their individual tasks, making them feel progressive and achievers each day and strengthen its workforce through providing learning and development among members and consequently to satisfy customers/clients needs.

Training / Seminars
1.    Coordinate with different Training Facilitators/Resources regarding seminar schedules.

2.    Assist in identifying the training and development needs of all members through job analysis, appraisal schemes and regular consultations to Coordinators and Industry Heads.

3.    Facilitate Training Needs Analysis to all engaged/endorsed members to different clienteles

4.    Conduct Pre-Requisites Program to client/members and monitors the progress of Trainees – training session attended by each member

5.    Coordinate with the different locations/venues for training schedules

6.    Confirm reservation of the participants, venue and Facilitator for the programs

7.    Prepare PowerPoint presentations and other visual aids for the program conduct use

8.    Coordinate for reproduction and collates handouts needed in the program/seminar

9.    Set-up the training venue, participants, meals, cash advances and facilities/equipments according to the type of seminar/program to be conducted

10.  Prepare and organizes training session – materials and equipments needed in the seminar (i.e. handouts, nametags, attendance sheets, markers, flipchart papers, LCD Projector, Laptop, etc.)

11.  Assist in conceptualizing/designing training and development program based on the organization’s and members needs and keeping cost with in the budget

12.  Provide ETD team with accurate and timely data/reports on members facilitated seminars/training and other required information

13.  Coordinate from Coordinators all training participants attended and the completed Training Evaluation report.

14.  Encode and complete all Summary Highlights Reports of all training programs.

15.  Monitor Monthly Activity Reports and Budget for NCR, Cebu and Mindanao Office Facilitates and conducts Major In-House Programs to members (Work Values Program, Salesmanship and Customer Service etc.)

16. Coordinate the implementation of service contracts with customers, ensuring productivity, efficiency and quality of service of deployed members.

17. Arrange and follow-up the resolution of members issues pertaining to pay-outs, benefits, disciplinary action, assignments and the like.

18. Provide the management with correct and timely data on members deployed, client requirements, billing and collection and other required information

19. Apprise management with relevant information/situation that could affect the business of the Cooperative

B.      Administrative

1.  Prepare summary training budget then submits it to the Training Head/Committee for review

2.  Complete, keep and update training budget and expenses

3.  Prepares office forms (CA/Request for payment/Liquidations/OR/Reimbursement/Bank Deposit Slip)

4.  Encode and file memos, reports, and other related documents

5.  Handle requisition of office supplies and equipment for the department

6.  Release outgoing documents to other departments

7.  Attend to all needs and instructions of ETD Head and sees to it that the office/working area is

clean and in order

8.  Perform other duties that may be assigned to the position from time to time

EDUCATION
2017 – 2018                      TESDA – CAREGIVING NCII

Nightingale Caregiving Advanced and Technology School Inc.

1993 – 1999                      DE LA SALLE UNIVERSITY – DASMARIÑAS

BS Education / AB Communication Arts, College

1982 – 1993                      ST. MICHAEL’S INSTITUTE

Primary & Secondary School