Learning & Performance Manager
Unified Real Estate Development Company
Total years of experience :12 years, 7 Months
Conduct ADDIE (Analysis, Design, Development, Implementation
and Evaluation) Process to build effective training programs so that
we can Analyze learning, operational and business needs to develop
new development programs or modify and improve existing
programs.
Deliver training programs and staff development programs, using
effectiveness methods such as on-the-job training, workshops,
LinkedIn e-learning online courses and evaluate those to ensure
they are current and effective through surveys and assessments.
Provide 1:1/group coaching sessions to build leadership capabilities
to address and resolve employee challenges.I had Successfully
conducted 300 +hours induction training to new employees.
Demonstrate KPIs and coach line managers on how to set
departmental/individual goals as well as conducting periodic
performance reviews to identify top talents and needs
improvements depending on performance results.
Designed and developed 60+ Job descriptions which includes job
knowledge, skill set and competencies so that we can Develop and
implement performance planning cycle and calibration process to
support respective business development, operational, technical
and support services department in collaboration with the
management to build a high performance culture.
Support in the creation of succession plan, career path, employee
engagement programs as part of HR and leadership development
plan.
Designed and developed excellent customer service training course
to enhance customer care team to achieve customer satisfaction
Represent the council in local & international exhibitions to present
the company’s educational services and it's educational value
Increases sales productivity by 20% through promoting all teaching
and exam services
Handling British council customer’s inquiries, providing the best
customer experience
Presenting and implementing all financial modules to prospective
customers.
Promote and close outstanding sales deals up to 90% of the target.
Deliver technical training post sales.
Closing high value customer’s inquiries, providing the best customer
experience SLA.
Managing high volume support and premium customer’s complaint
in the complaint & retention department.
Reduced escalated complaints from 30% to 5% by providing best
practice solutions and coaching.
Commerce graduate - Bachelors