Chris Alcala

Goal: Achieve the company objectives through the human and organizational development. Key Skills: Christian is a high-level manager with drive and leadership, has experience in the financial, telecommunications, retail and entertainment sectors. Manages point to point training processes from identifying needs, creating development strategies, blended training solutions design, certification of instructors, and execution and measurement of the delivery.

Jun 2020 - Current
Regional Training Director | Teleperformance, NSR
• Managed a team of 700 with 11 direct reports, in 7 countries among Mexico, Caribbean & Central America.
• Sustained goal achievement on graduation rate, KP training & Account main KPI`s.
• Managed over 400 LOBs including medical, Tech Support, Customer Experience & Sales.
Apr 2019 - Apr 2020
Mexico Training Director | OYO Rooms, Mexico
• Stablished the country strategic training plan.
• Settled the national Sales Coaching Break Zero Team.
• Implemented the OYOversity Training Programs.
• Aligned the training plans with India, USA & Brazil.
May 2018 - Apr 2019
Customer Experience Training Head | Elektra, Mexico
• Defined Customer Experience Training Strategy (Sales, Product & Service) for 1300 POS,10 Distribution Centers & 500 corporate employees.
• Defined of Customer Experience Topics for Elektra U.
• Designed the transversal training program: "Tienda Escuela"
with gamified visual map methodology.
• Developed SmartPhones product blended training program.
Jun 2014 - May 2018
Mexico Sales Training Head | Apple, Mexico
• Defined the annual training strategy & Budget by RTM.
• Managed the national coach & trainer team.
• Developed key partner sales force (carrier, retail & APR`s)
• Aligned the strategy and execution of multiplier trainers.
• Managed Apple`s Coaching and Mentor programs.
• Negotiate processes with regional & local top management for
effective team development.
• Developed training materials &events. (Online / In Store /
Virtual / Face to Face).
Nov 2012 - Jun 2014
RM Training Manager | Old Mutual, Mexico
• Defined commercial structure, training and measures.
• Led the training need detection of South African Academies.
• Developer of business coaches, area Managers and sales
Managers.
    
.
identifying needs, creating development strategies, blended training solutions design, certification of instructors, and execution and measurement of the delivery.
CERTIFICATIONS
• Teleperformance–LeanSix Sigma Yellow Belt
• LaborCompetencies Technique Norm- Training courses design and delivery.
• DaleCarnegie-Effective Relations and Communication.
• Franklin/Covey-7Habitsof Highly Effective People, Transactional Analysis, NLP.
• TimeManagerInternational Mexico- Putting People First, Be a Double Bagger.
• EFLondonEngland-English for Business.
• TalentKeepers-Talent Retention Coach.
• TEDMexico-TedTalks Method for Conferencing
• SchoolandBusiness Banking – Training Need Detection
• DisneyInstitute–Disney`s Approach to Leadership Excellence & Quality Service
• Center for Accelerated Learning – Accelerated Learning Techniques
• 4Mat4Business– Instructional Design
• Apple – Design Thinking / Leadership Palette / Fearless Feedback / Customer Experience
Jan 2009 - Nov 2012
LATAM Senior Consultant | OVERLAP, Mexico
• Commercialized corporate training projects.
• Hiring and training of consultant staff for projects.
• Development and design of universities and commercial
schools for financial firms.
• Managed corp. strategy training projects for HSBC Mex/ Pan. • Deployed C. Sales, & CS Coaching programs in LATAM

Nov 2005 - Nov 2008
Training Manager | Telvista, Mexico
• Managed 25 bilingual instructors, area resources and budgets.
• Managed training plans based on ISO 9000 for a team of 3000
• Managed customer relations with: Western Union, American
Express, Santander, Su Casita, GNP, Procesar, Mexicana, Aeromexico, Costco, VERIZON, Metro PCS, CBS, TRUMPET, XEROX.
Jun 2004 - Jun 2005
Disney Trainers & Sales Rep | W. Disney World Epcot, Florida
• Trained sales force on field for the International Program.
• Certified Disney Trainer by the Disney University.
Jan 2003 - Jun 2004
Trainee Consultant | TMI, Mexico
• Detected operational training needs, assisted as facilitator in trainings to sales force and service for BMW, ADO, Novartis Avantel.
Jan 1993 - Dec 1999
Sales Trainer | SEGA, Mexico
• Designed and delivered technical and commercial training for promoters and POS sales force. Supervised promoters and brand image at retail stores.

EDUCATION 

Bachelors Degree | Marketing
UVM Chapultepec, Mexico DF
Degree | Managerial Skills
Mackenna Business School, SF California
Degree | Managerial Skills
ADEN Business School, Mexico DF 

CERTIFICATIONS
• Teleperformance–LeanSix Sigma Yellow Belt
• LaborCompetencies Technique Norm- Training courses design and delivery.
• DaleCarnegie-Effective Relations and Communication.
• Franklin/Covey-7Habitsof Highly Effective People, Transactional Analysis, NLP.
• TimeManagerInternational Mexico- Putting People First, Be a Double Bagger.
• EFLondonEngland-English for Business.
• TalentKeepers-Talent Retention Coach.
• TEDMexico-TedTalks Method for Conferencing
• SchoolandBusiness Banking – Training Need Detection
• DisneyInstitute–Disney`s Approach to Leadership Excellence & Quality Service
• Center for Accelerated Learning – Accelerated Learning Techniques
• 4Mat4Business– Instructional Design
• Apple – Design Thinking / Leadership Palette / Fearless Feedback / Customer Experience