Operations Manager
Inspire Yoga Pilates and Fitness
Total des années d'expérience :13 years, 9 Mois
- Help streamline internal communications among different teams and processes of the company such as HR, Service Delivery, Customer Support, Learning and Development of the front desk team, etc.
- Has a dotted line on social media and email marketing teams including creating and sending of newsletters and other communications to stakeholders and clients.
- Implemented the re-opening project of the yoga studio during Covid-19 in 2020
co-created a playbook for studio to plan and operate through Covid-19
- Create, update, and implement studio operational guidelines and processes as necessary
- Create and present business proposal and work collaboratively with several local government agencies Supervise the front desk team
- Facilitate on-boarding and offboarding processes for new employees
- Facilitate in-person and virtual training on communication and interaction skills, business writing, email.
Training Implementations and Delivery
Spearheaded independent end to end training implementation
projects in Manila for Forbes 500 US & Australian markets
Designed & developed independent training modules
accompanied by lesson plans & job aids from scratch.
Coordinated with the following teams to ensure smooth
transitions of agents from recruitment to operations: Human
Resources & Recruitment Team, Operations Team, Quality
Assurance Team, Workforce Management, Admin Department.
Communicated update reports of the projects with the Training
Managers & clients.
facilitated Induction/New Hire Orientation, Foundation Training,
Product Training of an average of 25 classes/month for 600
agents for US clients & Australian markets. Methodologies were
centered on Experiential Learning to meet business goals.
Created needs-based projects & training modules as identified
in needs analysis.
• Human Resource Preliminary Interview (HRPI) Project
Certified & calibrated human resource recruiters to use the
HRPI form targeting communication and interaction skills &
ensured candidates were profiled appropriately.
Training Development and Delivery
Moved into a Lead Trainer post within 3 months
Effectively led 8 communication training sessions for 3 different
clients
Measured and evaluated training sessions through trainee
surveys and service delivery assessments
Worked closely with product trainers and Training Managers to
ensure seamless transitions of agents from communications
training to client specific training
CUSTOMER SERVICE/TECH SUPPORT AGENT | PEOPLESUPPORT, MANILA, PHILIPPINES