JC Lester Egusquiza

Founded the organization's Knowledge Management function and authored a three-tier Knowledge Base Strategic Sprint Framework; rescued and led enterprise AI assistant deployment, establishing governance and a repeatable User Success model adopted as the standard for future rollouts.

Managed training operations for a US Healthcare seasonal ramp, implemented post-mortem analysis and trainer observation cadence to improve training effectiveness and retention during high-volume hiring.

Led Project Elevate to design a company-wide Competency Framework and tiered Learning Path, reduced program launch timelines by 30%, and managed a team of supervisors and trainers to improve delivery consistency across programs.

Redesigned training materials using performance data to improve learner engagement and retention, and implemented a structured trainer onboarding process that reduced ramp time and elevated delivery standards.

Collaborated with Quality leadership to identify systemic performance gaps and implemented quality-aligned onboarding and targeted training interventions that improved trainer consistency and learner outcomes.

Progressed from QA Analyst to Learning Specialist; served as primary QA contact for a Telco line, designed QA-aligned workshops, and translated CSAT/DSAT analysis into actionable training improvements.

Worked on fraud detection and investigation processes and was selected as a finalist in a global Communications Idea Jam innovation challenge.

Performed processing operations and earned country-wide Employee of the Month recognition for outstanding performance and service excellence.

Completed a Bachelor of Arts in Political Science at the University of the Philippines Diliman.