Senior Learning & Development Specialist
iOPEX Technologies Inc
Total years of experience :15 years, 8 Months
- Acting as the team's supervisor or lead and is responsible for ensuring that each team member displays and provide quality support based of training standards, considering operational needs.
- Providing support to training team, especially to the new members as their mentor.
- Sending team's weekly schedule and plan trainer utilization.
- Organizing the site's training calendar and ensuring that all training logistics and resources are available.
- Continuously creating process or project documents for any initiatives that will be helpful for the team and sometimes for our operational team.
- Heavily involved in 2 of the company's newest accounts and engaged in system deployment with direct interaction with clients and vendors.
- part of the site's launch team
- responsible for new hire trainings and up skill sessions
- joins final recruitment interview for candidates for training
- supervises training to operations transition of trainees
- in-charge of operations/ associates scorecards based from clients reports portal
- joins client meetings and calibration sessions to ensure alignment with processes and updates
- continuous floor support to help out operations in daily production.
- responsible for new hire trainings and up skill sessions
- supervises training to operations transition of trainees
- in-charge of operations/ associates scorecards based from clients reports portal
- continuous floor support to help out operations in daily production.
- initiated the Ops Feedback Form as part of TNA to improve training processes
- responsible for updating training curriculum and materials for client approval
- ensures the quality of training delivery by doing trainer observations during class and roll outs
- Doing administrative works like attending client meetings, sending reports and attending strategic planning
- Facilitated training initiatives for agents and support team for product and process knowledge, quality service, coaching, and performance management which resulted in an increase in monthly site performance
- Utilizes a consulting model (ADDIE) for campaign wide initiatives and ensured learners’ interaction and knowledge-transfer effectivity.
- Training Needs Analysis - data gathering and root cause analysis
- Instructional Design - create training content and utilization of other learning platforms (e.g. Learning Management Tools)
- Implementation and Evaluation - project deployment and effectivity check
- Reporting - for completion tracking and pre- and post-training results for comparison
- Consistently creates and develops learning contents considering learning resources and factors (e.g. technological advancements, new training platform/software)