Milady Esto
Sr. Learning Consultant
Paco
Summary
Resourceful and innovative Instructional Designer with over 8 years of experience in e-learning and curriculum development for wide variety of cultural and professional backgrounds. Offering insightful analysis of content and design to create value-added learning programs that achieve desired business outcomes. Strong communication and interpersonal skills to build relationships with stakeholders and assess learning needs.
Overview
26
26
years of professional experience
Work History
Sr. Learning Consultant
London Stock Exchange Group
11.2021 - Current
- Enhanced course effectiveness by collaborating with stakeholders to identify skill gaps and tailor content accordingly.
- Evaluated training program success through regular assessments, gathering feedback from participants to continuously refine content and delivery methods.
- Developed comprehensive curricula that addressed financial markets and products, promoting well-rounded professional development.
- Boosted employee productivity by designing targeted learning solutions that aligned with organizational goals and objectives.
- Increased knowledge retention by employing various instructional methods, including hands-on exercises, group projects, and case studies.
- Improved learner engagement by incorporating interactive activities and real-world examples into training sessions.
- Optimized resource allocation by conducting thorough needs analyses, identifying high-priority areas for training intervention.
- Increased learner satisfaction through continuous improvement efforts based on participant feedback and performance metrics.
- Mentored junior learning consultants, sharing best practices for effective instructional design and facilitating their professional growth.
Learning Consultant
Refinitiv, an LSEG Business
10.2018 - 10.2021
- Increased participant engagement through the use of interactive activities, group exercises, and discussions.
- Developed customized training solutions tailored to the unique needs of individual clients or organizations.
- Streamlined administrative processes related to enrollment management, attendance tracking, reporting using Learning Management System.
- Contributed to the development of more effective curricula by providing feedback on course materials and student performance.
- Fostered relationships with key stakeholders in the organization including HR partners and department managers contributing towards better understanding organizational learning needs.
- Promoted a positive learning environment by effectively managing classroom dynamics and fostering collaboration among participants.
- Achieved consistently positive feedback from participants on post-training surveys through attention to detail in curriculum development and instruction execution.
- Served as a mentor to learners seeking guidance in their professional development journey, offering support and resources for success.
- Enhanced learning experiences by incorporating multimedia tools and real-world scenarios into training sessions.
- Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials.
Learning Consultant
Thomson Reuters
09.2016 - 09.2018
- Increased participant engagement through the use of interactive activities, group exercises, and discussions.
- Developed customized training solutions tailored to the unique needs of individual clients or organizations.
- Delivered high-quality training sessions, utilizing engaging instructional methods and diverse content formats.
- Achieved consistently positive feedback from participants on post-training surveys through attention to detail in curriculum development and instruction execution.
- Evaluated learner progress through assessments, identifying areas for improvement and adapting instructional strategies accordingly.
- Enhanced learning experiences by incorporating multimedia tools and real-world scenarios into training sessions.
Customer Service Executive
Thomson Reuters
06.2011 - 09.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Operations Team Leader
ICT / Sykes
04.2006 - 05.2011
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Implemented quality assurance measures that led to improved product consistency.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Evaluated staff performance and provided coaching to address inefficiencies.
Escalation Agent
ICT Group
08.2005 - 04.2006
- Served as a liaison between customers and other departments, facilitating resolution of complex issues involving multiple parties.
- Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
- Improved customer satisfaction ratings through effective communication and problem-solving skills.
- Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
- Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
Customer Service Representative
ICT Group
02.2004 - 08.2005
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for mortgage servicing concerns
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
C3
06.2002 - 12.2003
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Server
California Pizza Kitchen
07.1998 - 05.2001
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Cultivated warm relationships with regular customers.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Education
Bachelor of Science - Hotel And Restaurant Management
University of Santo Tomas
Philippines 04.2001 -
Skills
Training delivery
Teacher Mentoring
Classroom Management
Teaching strategies
Course design
Project Management
Curriculum Development
Course material creation
Instructional Design
Timeline
Sr. Learning Consultant
London Stock Exchange Group
11.2021 - Current
Learning Consultant
Refinitiv, an LSEG Business
10.2018 - 10.2021
Learning Consultant
Thomson Reuters
09.2016 - 09.2018
Customer Service Executive
Thomson Reuters
06.2011 - 09.2016
Operations Team Leader
ICT / Sykes
04.2006 - 05.2011
Escalation Agent
ICT Group
08.2005 - 04.2006
Customer Service Representative
ICT Group
02.2004 - 08.2005
Customer Service Representative
C3
06.2002 - 12.2003
Bachelor of Science - Hotel And Restaurant Management
University of Santo Tomas
04.2001 -
Server
California Pizza Kitchen
07.1998 - 05.2001
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