I’m a training, quality and engagement lead with years of experience and an extensive knowledge in the field of training and quality monitoring, operations management, employee engagement, customer service, sales and marketing, tech and a lot more. I am someone who thinks on my feet and treat every work assigned to me as my own. I can work on my own and with a team with minimal supervision. I value clarity in discussions to achieve alignment with how clients view success. I get the job done.
•Pioneered, managed and led training specialists, quality analysts, and engagement team, handling all aspects of delivery in terms of training and quality monitoring, rewards and recognition for all lines of business: Sales and Marketing, Customer Service, National Contact Center, Finance, and Customer Admin, in one of the top Australian and New Zealand parking companies (PH Operations)
•Transitioned from just managing Operations trainings to working with clients for enterprise-wide trainings
•Generates hourly, daily, weekly, and monthly reports with analysis and recommendations
•Primary point of contact for operations and corporate trainings, quality standard guidelines, as well as, engagement functions, collaborating with different people and functions in the organization
•Observes and monitors training specialists and QAs during their training and coaching sessions
•Participates in UAT sessions for new projects pertaining to major system changes in the organization
•Audits and transcribes calls for complex issues regarding QA audits needing intervention
•Creates training and quality materials, policies, training curricula, and rewards and recognition related tasks
•Maintains and updates training materials and helpful articles through Zendesk, OneSecure, PeopleStreme, M365 Knowledge Articles section, Sharepoint
•Back-up team leader for the National Contact Centre - generating, analyzing and presenting daily and weekly reports for stakeholders
•Workforce management for L&D and NCC departments
•Interviews new applicants for different LOBs
•Hourly, daily, weekly reports for stakeholders in the organization
•Pioneered 90% of the training, quality, and engagement programs and materials in the PH organization
•Created and implemented the QA dispute process across all PH department to set standard and order in place
•Led the training and launching of the customer service function in a different site outside NCR
•Created a measurable one-year roadmap of quarterly goals regarding training and quality, and rewards and recognition program along with metrics and desired goals
•Created a systematic training and quality process, and employee engagement programs in the PH Operations
•Contributed in overhauling the call wrap up/fault codes in one of the main system that is used by the National Contact Centre team in a way that is organized and report-friendly
•Collaborated with the National Contact Centre leaders in creating a carpark issue tracker for daily tracking and reporting of all equipment issues in all AU and NZ car parks with the goal of call reduction particularly about equipment issues
•Delivered a successful Procure-to-Pay (Accounts Payables system) training to all company employees and executives who requires any type of purchase of goods and services
•Created a detailed gap analysis with resolution and successful implementation that helped solved major issues in one department regarding customer accounts/parking passes
•Worked hand-in-hand with the Service Delivery Manager of a partner digital parking management system company in addressing grey areas in using the system for car parks across AU and NZ and created training materials suited for the needs of the different functions in the organization
•Created procedural documents and training presentations for all processes across PH Operations
•Took part in project management targeting in improving and streamlining the ideal customer journey and finding and resolving gaps in different processes within L&D by brown paper process mapping
•Led and launched the use of SCORM (GO1) for interactive learning with the goal of reducing manual face-to-face trainings
•Trained and launched OneSecure system as another interactive learning system to reduce manual tracking and communication of memos, sign offs, modules, KPIs and coaching data between support team and employees
Others:
•Manages creatives (photo/video shoot, graphic design, content/copywriting, social media) for businesses
•Plans, creates, and implements marketing game plans and advertising campaigns
•Tracks orders, sales revenue and finances for reporting, forecasting and data analysis
•Experienced in creating content and working on the backend of LMS (Learning Management System)
Training design
