ORGANIZATION DEVELOPMENT AND PROGRAM FACILITATOR

Jan 2023 - Feb 2024

Provided training to Supervisors and Managers to enhance efficiency and effectiveness in their roles. Analyzed pre and post training results of participants to measure training impact and improvements.

GLOBAL DELIVERY, LEARNING AND DEVELOPMENT

Feb 2022 - Jan 2023

Handled new hire classes for US bank tellers, ensuring effective onboarding and training for new employees in banking operations.

Reports Analyst

Nov 2021 - Jan 2022

Responsible for filtering and organizing raw data for Microsoft, ensuring data accuracy and usability for reporting purposes.

Learning Experience Leader

Mar 2021 - Nov 2021

Lead trainer for launching a US FinTech program. Collaborated with US trainers to improve client curriculum and develop effective training materials. Reported directly to clients on class updates, system and policy changes, and curriculum feedback.

Product Specific Trainer / Master Trainer

Nov 2015 - Feb 2021

Facilitated new hire training classes for customer service and upskilling to Tech Support. Conducted monthly process and policy updates. Spearheaded curriculum creation and training for main tool and communication channel changes. Managed training team’s MS Excel training record book. Recognized as Top Trainer in Q4 2018 and Q3 2019.

Fraud Transaction Specialist / Fraud Identity Specialist / Quality Analyst Trainee / Floor Walker / Learning Specialist

Aug 2011 - Nov 2015

Verified card transactions and performed identity verification via inbound/outbound calls. Audited agent calls and provided feedback to improve behaviors. Provided real-time support and coaching to agents. Facilitated communications and product-specific training for new hires and upskilling from Tier 1 to Tier 2 agents.