Human Resource Development Specialist
Federal Express
Total years of experience :5 years, 3 Months
• Promote Training & Learning Effectiveness
Identified and analyzed the critical knowledge, skillsets and training needs required for operational positions, such as couriers and customer service representatives.
Worked as part of cross functional teams and cooperated with vendors to formulate training outlines and determine instructional methods in order to develop and implement the effective blended training program.
Involved in developing and updating “train the trainer” materials, guide for learners, course evaluation assessment and other training materials in order to support successful implementation of training initiatives.
In charged of maintaining and supporting an online training platform to ensure easy access to elearning modules by employees.
• Planning and Budgeting
Developed communication plan for all change management activities within the year with the information of detailed execution plan and involved action party.
Involved in cost estimation exercise, to forecast the budget required for all change management activities and communication materials needed for the upcoming year.
• Promote Awareness of Program
Organized and facilitated the workshops, engagement sessions, events and campaigns to increase public’s realization of program's benefits and to drive their commitment to change.
Served as the key contact point for all inquiries from public, and to keep public abreast with the changes implemented within the organization.
• Provide Practical Resolution
Participated in risk assessment workshop, to identify potential risks that could affect the progress of program and develop remedial action plan to resolve the identified issues accordingly.
Facilitated stakeholder analysis workshop, to guide clients to identify the right group of stakeholders for each workstream under the program.
Presented suggestions for improving and implementing work in a more cost-effective yet practical manner. For example, suggested digitalized poster for regions' use to promote the awareness of program.
• Manage Client Relations
Established and maintain positive working relationship by providing prompt support and responses to clients in time of assistance to fulfill business needs.
Collaborated and coordinate closely with different teams across organization to support and drive daily communication activities through capitalizing their expertise, network and skills.
• Collaborate Locally and Globally
Proactively sought for and brought in additional tasks from other countries; through resource planning, following-up with different stakeholders and monitoring progress of task transition to ensure that all tasks are performed excellently in Malaysia.
Collaborated with global teams to work on different projects / initiatives; coordinated meetings, created action plan and requirement documents for the execution by different stakeholders in order to ensure that all the projects met specific deadline.
• Continually Reinvent
Collaborated intensively with program owners of learning programs; to streamline existing processes and to eliminate redundant admin processes in order to increase the efficiency of admin supports.
Led up to 10 members in the System Transformation Project, in which business requirement document, processes guidelines, testing sheets were shared with global team via email and conference call; and system testing was performed to offer constructive feedback and recommendations for the betterment of new automatic system. 70% automation without human intervention achieved within 6 months, work efficiency increased by 50%.
• Resolve Business Challenges
Supervised and worked closely with the team; by attending to their issues and queries at work through offering prompt discussion, constructive feedback and timely guidance to ensure excellent service provision.
Attended to clients’ enquiries and escalations; by providing prompt resolutions and responses to meet service level agreement and manage clients’ expectation.
Managed resource coverage plan; through organizing necessary backup for different program supports if needed without compromising the service level, timeliness and quality of services provided to clients.
• Enabling People and Team
Conducted different training to people with business need to know; through providing work-related exposure to team members to assure that they have the required level of technical skills to deliver to the team’s commitments.
Coordinated with managers to review, identify and utilize strengths of team members; engage them into the tasks that best suit their strengths and interest. In addition, to coach and facilitate weaknesses of team members through delegating short-term assignments to them.
Acted as focal point between team and management; kept management team informed of the accomplishments achieved by the team to increase the visibility of the team to management.
- First-class degree holder - Being selected as the research assistant of the Head of Sunway Psychology Department to assist in Malaysia Crime Prevention Foundation Program