Training & Development
Corporate Business Direct
Total years of experience :5 years, 9 months
Corporate Business Direct Oct 2011 - Present
Position Title (Level): Training & Development Senior Executive
Specialization: Training & Development
Role: Training & Development
Industry: Telecommunications
• Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments
• Designing and expanding training and development programs based on both the organization's and the individual's needs
• Considering the costs of planned programs and keeping within budgets as assessing the return on investment of any training or development program is becoming increasingly important
• Working in a team to produce programs that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level
• Developing effective induction programs
• Conducting appraisals, devising individual learning plans
• Producing training materials for in-house courses
• Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization
• Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers
• Ensuring that statutory training requirements are met
• Evaluating training and development programs
• Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment
• Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups
• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses
• Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
Citi Group Outsourcing 2009 - Sept 2011
Position Title (Level): CitiPhone Officer (Senior Executive)
Specialization: Customer Service
Role: Call Centre Executive
Industry: Banking / Financial Services
Handling customer's queries based on their accounts. Taking instructions for multiple requests such as change of personal details. To deliver excellent service through Citibank difference via phone interactions with existing customers by providing customer servicing/transaction capability and to prospects by generating interests and generates leads. To identify cross sales opportunities with existing customers with an objective of deepening customer relationships. Responsible for building the business and deepening customer relationships through execution of effective telephone banking process. Accountable for meeting individual Standard of Performance (SOP) and Department goals and standards. To provide customer's feedback to Citi Phone Service Manager / Service Supervisor to assist in decision making and enhancing the Bank's image. To comply with Citibank's policies and available procedures/guidelines to ensure safety and security of the Bank and customers' assets are maintained.
Currently managing a group of 12 junior officers and senior officers, guiding them to handle customers professionally. Generating productivity report on team performances. Making sure that team is performing well on sales as well as services. Prepare reports and maintain records of work accomplishments and administrative information, as required, and coordinate the preparation, presentation, and communication of work-related information to the supervisor. Report to the supervisor periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs. Intercede with the supervisor on behalf of the team to inform the supervisor of performance management issues/problems and to recommend/request related actions, such as assignments, reassignments, promotions, tour of duty changes, peer reviews, and performance appraisals. Coach, facilitate, solve work problems, and participate in the work of the team and observe training needs and relay training needs and requests to supervisor as well.
Am Bank (M) Bhd 2008- 2009
Position Title (Level): Admin Executive
Specialization: Clerical/Administrative Support
Role: Admin Executive
Industry: Banking / Financial Services
Admin/HR
• Types agendas for meetings
• Prepares meeting packages and distributes to Council Members at least two days prior to the meeting
• Attends, records and transcribes minutes of all First Nation Meetings
• Transcribes formats, inputs, edits, retrieves, copies and transmits correspondence, documents, data and graphics
• Word processes all manuscripts, letters, documents and proposals
• Records, date stamps and distributes all incoming mail
• Processes outgoing mail
• Compiles and maintain an up to date telephone directory of numbers and addresses
• Files all correspondence
• Updates the bulletin board by posting and removal of outdated materials
• Ensures the Administrative Offices, Reception Area and Council Chambers are kept
• clean and organized
Main Activities: • Greet and assist customers in a courteous manner
• Answer phones in a courteous manners
• Record messages accurately
• Direct calls and respond to inquiries
• Makes appointments
• Provides information of as general nature
Bachelor's Degree in Business Studies/Administration/Management Major: Business Administration Management Institute/University: Monash University, Australia Grade: Grade A/1st Class
Diploma in Business Studies Major: Business Administration Management Institute/University: Olympia College, Johor Bahru Grade: Grade A/1st Class