Training Delivery Lead
noon Ecommerce
Total years of experience :6 years, 7 Months
Develop, plan and execute training programs for all customer service in line with the organizations leadership value, soft skills, protocols, technical guidelines, and other related topics.
Align the training programs and materials with the changes and revisions from the operations and respective departments.
Deliver training deliverables to all customer service agents starting from Induction, core and technical modules.
Prepares training materials, training aids and presentation; keeping it up to date with the operation demands.
Creating evaluation feedback in line with the training evaluations providing performance guidance and counseling.
Identify training gap and training needs analysis to be able to help improvise training sessions required to continue the customer service agents engaged.
Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.
Assist with the development of strategic plans by attending operational and strategic meetings, briefings, and other roles not limited to training and development and quality assurance.
o Conduct and facilitate Induction program and other core modules
o Run programs as like Summer Training Program, etc. related to Training & Quality
o Facilitate administration requirements for Green Globe Certification
o Ensure a strong administrative support to the Quality & Training Department i.e. maintaining files and records accordingly, etc.
o Oversee Quality assurance within the property; prepares Quality Report in a monthly basis
o Prepares and reconstruct presentations for the core trainings and other training needs if needed
o Prepare and draft newsletter (team member’s events) for every 6-months’ edition
o Organize team member events in a monthly basis and other staff related programs such as Monthly Excursions, Christmas Lunch, Gala Night (annual party), etc.
o Administer HR procedures and policies (HR representative for Arabian Court & Residence & Spa)
o Counsel, guide and advise team members as when required
o Training Department In-Charge
o Ensure that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.
o Assists in planning, implementation and monitoring of core training activities including Orientation/Induction, Standard Look and Grooming, Hygiene Training, Health and Safety Training, Fire and Life Training, Skills and other related training.
o Supports the daily HR Operations and administration
o Organize events and monthly celebration
(1st Semester only with 9 units equivalent to 3 major subjects of tourism)
o Responsible for classroom management; college classes.
o Formulate and teach from a semestral syllabus from which lecture notes are devised to dispense the required information to students in a systematic and sequential format.
o Develop evaluative measures to determine the student’s level of comprehension and conceptualization, usually through scheduled periodic exams, the dreaded mid-term, and finals.
Distant Learning Program with 8 modules and a dissertation
o 6-months Singapore OJT Trainee (June – December 2009) o City Government Scholar (2006 to 2010) o Convention Management Chairman 2008 o Student Tourism Society (STS) President (2008-2009)
Food Technology - Best in Class 3rd Honorable Mention among 100 students