Learning Business Partner, Operations Lead

• Jan 2021 - Present

• Conduct comprehensive needs analyses to identify skills/knowledge gaps and deliver targeted, scalable learning solutions resulting in a 15% increase in on-the-job performance• Architect innovative and agile blended learning solutions/programs (including ILT, VILT, workshops, quick reference guides, self-paced eLearnings, and other modalities) using adult learning principles and instructional design methodologies to drive behavior change and high performance, resulting in learning experiences with an average 92% NPS score• Cultivate strategic partnerships and relationships with WhatsApp leaders to gain a deep understanding of business goals and priorities to make informed, data-driven decisions about building learning opportunities• Closely partner with key stakeholders and Subject Matter Experts to design, develop, and implement high-impact learning solutions• Drive results and ensure program success by measuring learning outcomes, gathering and analyzing data to qualify and quantify impact, reporting this data to the wider business in monthly/quarterly business reviews (MBRs/QBRs)• Facilitate and deliver WhatsApp orientation sessions to 500+ employees annually, achieving an average satisfaction rating of 95%Leadership Experience: Community Pillar Lead, APIs@ WhatsApp Business Resource Group• Pioneered the APIs@ BRG with 9 committee members and grew its membership by 74% between 2019-2023• Managed and delivered 4 global community-building events per quarter. NES was 99% on average, with employees citing they felt an increased sense of belonging in the workplace• Increased MoM DEI program completion rate by 4% through champion program to drive DEI learning Show less

Global Learning Business Partner

• Jun 2019 - Dec 2020

Global Training Specialist

• Jan 2019 - Jun 2019

Training Specialist

• Apr 2018 - Jan 2019

• Oversee and manage an extensive training program for a team of 90 HQ Agents and 700 vendor Agents spanning across 3 Business Process Outsource Partners • Design and develop a new 6-week training curriculum on product features, policies, in-house tools, and complex workflows for CoE launch, scalable for 250 agents • Design and create 25+ highly polished, creative, and engaging learning content for complex workflows, processes, and new product launches • Maintain an existing library of 45+ training materials (including slides, activities, quizzes, and assessments) to ensure all content is up-to-date and relevant • Monitor and measure effectiveness of all training programs and conduct evaluations to identify areas for improvement in training process • Evaluate training programs and determine knowledge gaps, trends and problem areas • Maintain regular communication with Subject Matter Experts, QA Analysts, Process Leads, and Product team to identify problem areas and new product launches • Lead and facilitate weekly train-the-trainer sessions with vendor Trainers, Team Leads, Coaches, and Operating Managers for new product launches and processes / workflows • Facilitate continuous learning sessions with 90 HQ Agents Show less

Content Specialist - Training Lead

• Aug 2015 - Mar 2018

Training Lead • Spearhead and initiate a comprehensive training program on content policies, in-house tools, and day-to-day operations for 10+ new incoming team members and 300+ outsourced team members• Manage an overhaul project to create 8+ extensive process policy presentations with in-depth, detailed material on internal tools, processes and policies; distributed and shared with the team’s 300+ members to be used as a stable resource and reference• Build, organize, and consistently update a content library; document new guidelines, complex workflows, processes, and policies• Lead ongoing, weekly training sessions with in-house and outsourced team members to ensure accuracy and efficiency; 20% increase in performance levels • Create 15+ extensive, comprehensive subject matter tests for team members; increasing accuracy from 80% to 96% overall• Design 10+ interactive, engaging and comprehensive training material on difficult subject areas• Manage, monitor, and track team members and their performance to ensure high quality work and to identify problem areas that need to be remediedOther projects:• Created an aesthetically pleasing and compelling Human Resources onboarding presentation that evokes the company’s brand and tells a story of its history, process flows, milestones, and relevant information• Collaborated with the Human Resources team to create an eye-catching “Teams at Wish” presentation that illustrates the company organization structure and an in-depth introduction to its 18+ teams Show less

Content Specialist - Quality Assurance & Social Media

• Aug 2015 - Feb 2018

Quality Assurance (August 2015 - March 2018)• Spearhead and initiate new plans for quality assurance efforts system-wide to ensure consistent quality across the board, also creating methods to provide feedback to team members for top performance• Manage and review product listings to ensure an engaging and relevant shopping experience for the 8 million+ daily active users on the platform• Consistent top performer in product reviews, averaging at ~560+ products/hour• Collaborate cross-functionally with other teams to suggest process / internal tool improvements to increase productivity, efficiency, and workflowSocial Media Strategist (August 2015 - February 2017)• Created engaging content for Facebook, Instagram, Twitter, Pinterest, YouTube, Snapchat, and blog; increased Facebook followers from 1 million+ to 5 million+• Owned the process of content creation from strategy to execution for social media experiments, contests, campaigns, giveaways, and promotions• Composed and analyzed social media stats and reports, utilizing these insights to brainstorm and implement follower growth experiments accordingly to engage audiences on a global level• Assisted in brainstorming, executing, and creating product videos for the YouTube channel from its first inception, increasing subscribers from 80 to 40,000+ in one year• Experience in photography, videography, and graphic design• Experience with Hootsuite, Wordpress, Iconosquare, and Schedugram Show less

Social Media Assistant, Office of Public Affairs

• Jun 2015 - Aug 2015

• Compile detailed social media metrics, statistics, and reports• Assist in cultivating followers, building and maintaining communities, monitoring conversations and trends, and providing customer service when appropriate• Assist in gathering and preparing content to help tell the Berkeley story for dissemination through the university's main social media channels

Administrative Clerk, Office of Student Development

• Aug 2013 - Aug 2015

• Designed fliers/posters and drafted weekly newsletters for 800+ residents to promote campus community events • Approved and reconciled checks for reimbursements with bank statements to ensure accurate recording of expenses • Collaborated and communicated with resident directors to compile and distribute information to resident assistants

Social Media Advisory Team Member

• Jan 2015 - May 2015

• Work with a 10 member team behind the university's social media strategy• Cater to an audience of over 300k combined followers on Facebook, Twitter, Instagram, Google+• Focus on social media marketing, content management, acquisition and engagement strategy, and research analysis

DSP Loop Driver

• Jan 2012 - Aug 2014

• On-call driver in the Department of Parking & Transportation for UC Berkeley campus• Assisted and aided over 25+ people in ~2 hours with customer service• Worked in a fast-paced environment to provide immediate assistance to persons with mobility disabilities

Social Media Specialist, #SFGDigital Team

• Apr 2015 - Aug 2015

• Take photos of various promotions, events, and fans to be used in various social media channels • Work directly and indirectly with fans to assist with requests and answer questions • Support the growth of social media initiatives for the organization through execution of various pre-and in-game programs and events • Track online conversation and drive online fan engagement to create a unique second-screen experience • Take photos of various promotions, events, and fans to be used in various social media channels • Work directly and indirectly with fans to assist with requests and answer questions • Support the growth of social media initiatives for the organization through execution of various pre-and in-game programs and events • Track online conversation and drive online fan engagement to create a unique second-screen experience

Special Events/Social Media Marketing Intern

• Jun 2014 - Aug 2014

• Managed and analyzed social media sites such as Twitter and Facebook to gain website traffic and attention • Assisted marketing manager in creating an editorial calendar for social media postings and utilizing Hootsuite to schedule posts • Designed and created graphics to promote fundraising efforts, upcoming/current events, and event updates to 5,000+ followers • Managed and analyzed social media sites such as Twitter and Facebook to gain website traffic and attention • Assisted marketing manager in creating an editorial calendar for social media postings and utilizing Hootsuite to schedule posts • Designed and created graphics to promote fundraising efforts, upcoming/current events, and event updates to 5,000+ followers

PR/Marketing Intern

• Jun 2014 - Aug 2014

• Collaborated with marketing strategist to create editorial calendar for social media websites • Composed editorial drafts of match stories and current events for monthly newsletters and website • Collaborated with marketing strategist to create editorial calendar for social media websites • Composed editorial drafts of match stories and current events for monthly newsletters and website