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Bryan Mallorca

@bryanmallorca

Message

I turn operational gaps into learning solutions before it starts costing businesses.

Philippines

Message

At MySigrid Pte. Ltd., I delivered onboarding and ongoing development for new hires, tenured EAs, CSMs, and support staff. I expanded the onboarding curriculum from 23 to 39 items and trained eight EAs across three cohorts, with 100% completion and no formal training remediation.

At Centerpoint VA Services, I led training and development for virtual assistants and trained 500+ across multiple cohorts. Earlier, at J.P. Morgan & Chase, I handled complex cardholder disputes and led the CSAT pillar, auditing calls across a 212-agent operation.

Experience

Work history, roles, and key accomplishments

Trainer

MySigrid Pte. Ltd.

Feb 2026 - Oct 2026 (8 months)

Delivered onboarding and ongoing development for new hires, tenured EAs, CSMs, and support staff. Conducted training needs analysis, expanded onboarding curriculum, and facilitated training sessions with high completion rates.

Training Needs Analysis Onboarding Curriculum Development Facilitation LMS administration Training Evaluation Reporting

Receptionist / Virtual Assistant - Appointment Setter

Dribbin & Brown Criminal Lawyers

Jun 2025 - Dec 2025 (6 months)

Authored SOPs and training guides, handled client inquiries, scheduled appointments, and maintained CRM documentation. Provided phone coverage and managed chatbot inquiries.

SOP Documentation CRM Appointment Setting Customer Service Communication Skills

Deployment Manager / Head of Training and Development

Centerpoint VA Services

May 2022 - May 2025 (3 years)

Led training and development for virtual assistants, designed curricula, facilitated training for 500+ VAs, and introduced performance scorecards. Coached underperforming trainees and audited calls and CRM accuracy.

Training Curriculum Development Facilitation Performance Coaching Call Auditing CRM Virtual Assistant

Lead Manager / Cold Caller

Strategic REI - Donald Don Costa

May 2022 - Nov 2022 (6 months)

Conducted outbound prospecting and lead qualification for real estate investments. Scheduled appointments and maintained CRM records, supporting email marketing and drip campaigns.

Cold Calling Lead Qualification CRM Appointment Setting Email Marketing

Fraud Analyst - Representments Specialist / Disputes Specialist

J.P. Morgan & Chase

Jul 2016 - Feb 2022 (5 years 7 months)

Led CSAT pillar, audited calls, handled complex cardholder disputes, processed chargebacks and adjustments. Created Excel trackers and served as event host.

Fraud Analysis Dispute Resolution Chargebacks Customer Service Excel Audit