Jocelyn Cotter

Learning and Development Specialist
TECOM Investment Sept 2008- June 2014
❖ Created and implemented a business partnering model for TECOM training department through establishing strong relationships and understanding the alignment of business needs and solutions
❖ Provide support and recommendation to various department heads in identifying departments training need and recommend possible solution to ensure that colleague's performance adheres to the business requirement.
❖ Gain agreement and commitment from departments and individuals to the proposed solutions
❖ Managed the implementation of TECOM coaching culture
❖ Developed a coaching handbook that presented guidelines on how to conduct one on one coaching
❖ Key contributor in the execution of Executive Coaching participated by TECOM Senior Executives.
❖ Successfully design in-house training program which is aligned to organizational need.
❖ Key user of LMS and PMS
❖ Created and implemented training evaluation method to measure the effectiveness of training programs
❖ Facilitation of in-house training programs- including Customer Service Skills, Managerial skills, Train the trainer, Presentation Skills Programme, Coaching Skills Programme, Change Management, Decision Making training program
❖ Assist in implementation of learning and performance improvement strategies that support the organizational's direction
❖ Provide individual coaching support to further the learning
❖ Review training programme offered and ensure that it is applicable to business requirement
❖ Monitors the training plan of various departments ensuring that colleague complete its individual plan or modify depending on the business need.
❖ Recommend suitable external training solutions
❖ Communicate company vision and values and role model these behaviours at all times
❖ Establish and maintain relationships with external training suppliers
❖ Monitor training costs to maintain the training budget

Training Executive
Jumeirah Group July 2006- Sept 2008
❖ Successfully designed and executed full training curriculum to ensure the smooth opening of Jumeirah pre-opening hotels
❖ Effectively delivered junior management training program to department supervisors.
❖ Conducts train the trainer workshop to department supervisors.
❖ Manage the design and delivery of training programs for UAE Nationals on boarding program.
❖ Delivered customer service training programs to help colleagues improve customer service skill.
❖ Created intensive evaluation methods for customer service modules
❖ Facilitated orientation program to company new joiners with a maximum of 80-90 participants.
Outlet Team leader

Mina A' Salam Madinat Jumeirah July 2003- June 2006

❖ Passes information to colleagues through trainings to ensure standard of service is met.
❖ Identifies guests needs and expectations correctly, including those with special needs and provide appropriate products, services or information.
❖ Identifies and take all opportunities to enhance quality of service
❖ Offers Assistance to colleagues when required, to ensure designated work goals are met.
❖ Managed the training plan of every colleague in the department.