Research Analyst
Abu Dhabi University
Total years of experience :21 years, 2 Months
Responsible for the delivery and supervision of the Listening, Reading and Writing components of the IELTS test, ensuring that all procedures taken are in strict accordance with all relevant IELTS policies and procedures.
o Administrator and the main point of contact for the Blackboard Learning Management System (LMS) and other related Instructional Technologies
o Delivers face to face as well as formal classroom training to both students and faculty members in the use of Blackboard Learning Management System.
o Offers support - by phone, email or in person, to both students and faculty members who are having technical problem/difficulty in the use of Blackboard.
o Trains and Supervises the Student Trainers in running the Blackboard Help Center for faculty and students.
o Coordinates and liaises with external vendors of various Instructional Technology products to evaluate and/or procure educational materials, software applications and tools.
o Maintains and keeps track of payments and license renewal of Blackboard and its building blocks
• Instructional Designer
o Creates training materials such as step by step procedure/training materials for Blackboard.
o Creates content-rich materials using e-learning authoring tools such as Adobe Captivate 7 in creating instructional materials to support faculty members and students in the use of Blackboard.
o Supports faculty members in creating materials for their online/blended learning courses.
o Works closely with faculty members in analyzing students’ needs in order to develop new contents/materials for their online/blended learning courses, or to improve the delivery of existing course content/materials.
o Provides general administrative and secretarial support to the Director, Center for Faculty Development
o Conceptualizes, plans and executes major events hosted by the Center for Faculty Development such as the staging of the first TEDx Abu Dhabi U, Faculty Institutes and various lectures, to name only a few.
o Coordinates with other departments in the University to ensure that all logistics requirements are met during Faculty Orientation, seminars, lectures, and special functions sponsored by the Center; ensuring that all departments and faculty members concerned are well notified and physical arrangements are carried on as requested.
o Manages the Center Director’s calendar on a daily basis
o Creates and manages and maintains calendar of events, lectures and seminars for faculty members, making sure that schedules and timings do not coincide with each other.
o Maintains training records, Monitors faculty members’ attendance in all the Center’s activities and sends reports to the Deans and the Provost for proper documentation and monitoring.
o Liaises with key people in the University regarding matters pertaining to the processing of the Center’s marketing collaterals, acquisition of office furniture and equipment, raising of purchase requests and liquidation of expense report forms.
o Writes meeting proceedings and minutes of the meeting for the various committees and initiatives supported by the Center.
GENERAL ADMINISTRATION AND MANAGEMENT ASSISTANCE
o Provides General administrative and secretarial support to General Education Department Chairs, specifically to the Chair of the CERT Institute of Languages.
o Provide management meetings assistance and support (venue management, necessary documentation for agenda items, minutes taking, post meeting actions and communications)
o Exercises judgment within defined procedures and practices to determine appropriate action during unexpected situation such as Client visits and attending to urgent requests from sponsors and clients.
PROGRAM ADMINISTRATION
o Creates schedule and timetable of classes and makes necessary arrangement with the Scheduling Officer to ensure that all new classes and changes in the timetables are reflected properly in the Banner.
o Assists the teachers/Academic Coordinator in facilitating Student Faculty Evaluations.
o Liaises with the Finance Officer to ensure that the sponsors are being billed efficiently at a given timeframe.
o Acts as the first point of contact for faculty, students and sponsors.
STUDENT MANAGEMENT
o Applies required Workflows and makes the necessary follow-up to ensure that all students are registered.
o Monitors students’ attendance and alerts the teachers and / or Academic Coordinator of those students who have attendance issues and schedules them for an appointment with the Chair for an interview.
o Manages and maintains students records
o Organizes Internal and External examinations and attends to urgent Placement Test requests from sponsors.
o Coordinates with the Academic Services Department to ensure that Continuing Education students are properly admitted and registered into the system.
CUSTOMER SERVICE ACCOUNT EXECUTIVE
o Assists the Customer Service Manager in establishing contacts with new and prospective clients.
o Contacts prospective clients by phone and coordinates with key people from different companies and sets an appointment for a business meeting.
o Coordinates with key people of four of the company’s major clients, in order to efficiently manage and fulfill all their Medical Insurance requirements.
RECEPTIONIST/SECRETARY
o Attends to phone inquiries from Clients and directs account-related calls to concerned executives.
o Drafts correspondences addressed to major clients and Insurance companies and submits them to the Managing Director for approval.
o Coordinates with the Courier Service Provider in dispatching pertinent documents for Clients and Insurance Companies
ASSISTANT TO THE UNDERWRITER
o Assists the Underwriter in drafting and sending correspondences to clients and Insurance Companies.
o Coordinates with Insurance Companies to obtain the most competitive rates and terms and makes the necessary follow-through in order to fulfill the Clients’ insurance requirements.
o Provides Customer Service to existing Clients by attending to their queries and giving them feedbacks and relevant information related to their insurance requirements.
o Creates and maintains Clients’ files and records and ensures that all essential records are kept safe and in order.
• Served as an account manager to six (6) different Business Units, with close to 700 employees.
• Spearheaded the launch of various company activities and organizations such as the Convergys Outreach Program and the Makati Site Dance Group.
• Acted as the Primary Point of Contact for major company events such as Christmas Parties, Summer Outings and Company Family Days.
• Responsible for the requisition, disbursement and liquidation of Cash Advances, Request for Payments and concerns relating to coordination with vendors and different departments within the organization.
• Managed the recruitment and management of the Employee Engagement Team members, a group of employee volunteers who assist the Employee Relations team in the planning and execution of company events and activities.
• Created materials that keep all employees abreast with important company announcements such as maintaining and updating of the bulletin boards, creation of newsletters and attending Business Units’ post or pre-shift meetings.
• Prepared reports based on different data gathering tools such as Surveys and Focused Group Discussions.
• Conducted comprehensive exit interviews with resigned employees, to help the Human Resources Department determine the real cause of attrition and to come up with more effective ways to address employees’ issues and concerns.
• Coordinated with sponsors and attends to proposal queries and screening of suppliers and local vendors.
• Conducted New Hire Orientation to new employees of Convergys.
• Processed orders for fortune 500 companies in the United States, making sure that each call is seen as an opportunity to be converted to a sale, without compromising quality customer service rendered to clients.
• Pioneer member of the Employee Engagement Team, a group of employee volunteers who assist the Employee Relations team in the planning and execution of company events and activities.
• Served as an intern for the Recruitment Internship Development Program (RIDP) and was trained to become an effective recruiter. Was able to perform phone screening and facilitated group interviews with aspiring Convergys employees.
• Acted as a mentor and took over the responsibilities of a supervisor in the absence of a Team Leader such as taking escalation calls, floor support and call monitoring.
• Underwent three (3) months of rigorous training as a Phone Banking Specialist.
• Achieved the highest grade in the Credit Card Module Revalida.
Bachelor of Arts Major in International Studies Leadership Awardee Consistent Scholar through the Miriam College Financial Aid Program