TRAINING OPERATIONS • BPO • TRANSFORMATION
Building capability.
Elevating operations.
I’m Merphix, a Training Operations leader with 20+ years in the BPO industry — leading training teams, building organizational capability, and connecting training to measurable business outcomes.
merphix@gmail.com · LinkedIn · BPOandBeyond.com · Metro Manila, Philippines
M
Merphix
Training Operations Leader
20+
Years in Training Operations
40
Trainers led at peak, across 7 countries
$10M
Projected cost avoidance via innovation initiatives
$166K+
Cost-to-serve reduction contribution
About Me
A career built around capability, people, and business impact.
I specialize in end-to-end training operations, organizational capability, knowledge transfer, training design, and continuous improvement in complex BPO environments.
Today, my work increasingly sits at the intersection of training operations, operational excellence, digital transformation, and AI-enabled capability building.
Training Operations Leadership
Lead multi-LOB training teams and workforce-readiness initiatives.
Training Delivery Modernization
Convert instructor-led training into scalable blended and digital experiences.
Operational Excellence
Standardize processes, build frameworks, and improve training effectiveness and efficiency.
Transformation & Change
Support transitions, knowledge transfer, automation, digitalization, and change initiatives.
Selected Experience & Impact
FEB 2024 — PRESENT
Assistant Manager
Carelon Global Solutions Philippines
- Lead a team of 14 trainers across clinical and non-clinical specialties.
- Direct training operations across multiple Lines of Business and support workforce readiness.
- Innovation Council member supporting transformation initiatives with projected cost avoidance of up to $10M.
- Driving conversion of instructor-led training to the FLIP model for scalability and efficiency.
- Established governance and quality standards contributing to a 100% first-attempt IRRA passing rate.
AUG 2022 — NOV 2023
Senior Training Manager
Unifin Inc
- Managed 19 trainers across the US, Egypt, Guatemala, and the Philippines.
- Supported eight lines of business in banking, FinTech, and tax-related financial services.
- Implemented Training Quality and Trainer Certification frameworks.
JAN 2021 — DEC 2021
Global Training Manager
Accenture
- Managed 40 trainers and 8 leads across seven global locations.
- Supported four LOBs and 20 workflows with cross-geographical learning strategies.
- Implemented a Training Maturity Level framework.
2012 — 2020
Training Manager • Transition Lead • Tower Lead
Accenture
- Led healthcare transitions, knowledge transfer, training operations, and network services portfolios.
- Delivered Php3.9M in cost savings on a certification initiative.
- Managed learning operations supporting 2,500+ agents.
- Contributed to $166,485.30 in cost-to-serve reduction.
WHERE I’M HEADED
From training leadership to transformation.
My next chapter is about helping organizations and professionals adapt to a workplace where AI, digital learning, automation, and new ways of working are becoming part of everyday operations.
PASSION PROJECT
BPO and Beyond
Outside my corporate role, I’m building BPO and Beyond around a simple belief: Filipino BPO professionals have enormous potential beyond the job they currently hold.
The platform focuses on three pillars — Career Progression, Entrepreneurship, and Investing & Finance — helping professionals turn experience into capability, opportunity, and greater financial freedom.
Financially Free Filipino
Credentials
Selected professional credentials and development milestones.
AI-Powered Customer Service
Master Trainer — Customer Service & Healthcare Basics
Certified Master Trainer
Why AI Demands a New Breed of Leaders — MIT SMR
Onboarding AI into Your Team
Certified Master Certifier
LET’S CONNECT
Open to the right opportunity.
For leadership opportunities, transformation initiatives, speaking, collaboration, or conversations around BPO and Beyond.
Let’s talk.
The fastest way to reach me is by email or LinkedIn.