Digital Learning Manager

• Sep 2022 - Present

Management + Languages + Culture Lecturer, eLearning expert, Key Learning Designer

• Apr 2010 - Sep 2022

Key Accomplishments: • Go-to school-wide expert in digital learning development and deployment: o Setting the standard for instructional writing to ensure it is creative, concise and persuasive. • Collaborated with subject matter experts and achieved content and design cohesiveness across all subjects: o Worked with the Business Subject Matter Experts (SME’s) to agree on target populations, crafted precise learning objectives and clearly defined the evaluation mechanisms and… Show more Key Accomplishments: • Go-to school-wide expert in digital learning development and deployment: o Setting the standard for instructional writing to ensure it is creative, concise and persuasive. • Collaborated with subject matter experts and achieved content and design cohesiveness across all subjects: o Worked with the Business Subject Matter Experts (SME’s) to agree on target populations, crafted precise learning objectives and clearly defined the evaluation mechanisms and measures of success. • Identified and built effective metrics and measures to provide meaningful insight to 20 key stakeholders: o Used data to influence decisions relating to training, tools and processes. o Reported on analytics related to adoption, usage and maintenance of digital learning. o Leveraged Power Query and Power Pivots to design functional business dashboards. • A strong “stage presence” and ability to manage a classroom of adult learners. • Confident public speaker, able to facilitate face-to-face and online training workshops. • Subject Leader for 4 subjects: guiding and managing tutors for each subject, as many as 20 per subject. • Managed teams in excess of 60 people. • Metrics achieved: o Number of users: ~10000 a year o Training time: ~68000 hours a year o Course completion rate: 95% o Pass/Fail rate: 97% PASS o User satisfaction and course rating: 93% Show less Key Accomplishments: • Go-to school-wide expert in digital learning development and deployment: o Setting the standard for instructional writing to ensure it is creative, concise and persuasive. • Collaborated with subject matter experts and achieved content and design cohesiveness across all subjects: o Worked with the Business Subject Matter Experts (SME’s) to agree on target populations, crafted precise learning objectives and clearly defined the evaluation mechanisms and… Show more Key Accomplishments: • Go-to school-wide expert in digital learning development and deployment: o Setting the standard for instructional writing to ensure it is creative, concise and persuasive. • Collaborated with subject matter experts and achieved content and design cohesiveness across all subjects: o Worked with the Business Subject Matter Experts (SME’s) to agree on target populations, crafted precise learning objectives and clearly defined the evaluation mechanisms and measures of success. • Identified and built effective metrics and measures to provide meaningful insight to 20 key stakeholders: o Used data to influence decisions relating to training, tools and processes. o Reported on analytics related to adoption, usage and maintenance of digital learning. o Leveraged Power Query and Power Pivots to design functional business dashboards. • A strong “stage presence” and ability to manage a classroom of adult learners. • Confident public speaker, able to facilitate face-to-face and online training workshops. • Subject Leader for 4 subjects: guiding and managing tutors for each subject, as many as 20 per subject. • Managed teams in excess of 60 people. • Metrics achieved: o Number of users: ~10000 a year o Training time: ~68000 hours a year o Course completion rate: 95% o Pass/Fail rate: 97% PASS o User satisfaction and course rating: 93% Show less

Senior Manager - Global Customer Support

• Dec 2007 - Jun 2009

Key Accomplishments: • Increasing sales conversion by 80% • Improving agent retention to an all-time high 89% and attaining ever-increasing customer satisfaction scores: 97% • Determining and implementing KPIs, improving agent productivity by 100% in three months • Dramatically improving service levels and response times; lowering expenditures by USD200,000 • Team leader to Manager to Senior Manager in less than 1 year • 100% of projects delivered on time Duties: •… Show more Key Accomplishments: • Increasing sales conversion by 80% • Improving agent retention to an all-time high 89% and attaining ever-increasing customer satisfaction scores: 97% • Determining and implementing KPIs, improving agent productivity by 100% in three months • Dramatically improving service levels and response times; lowering expenditures by USD200,000 • Team leader to Manager to Senior Manager in less than 1 year • 100% of projects delivered on time Duties: • Leading and developing teams of 70+ individuals, operating 24/7 and supporting 10 languages globally • Project managing the establishment of the new call centre, taking lead role in revamping into a modern, fully integrated, efficient, world class facility • Managing Credit, Post-Sales and Customer Satisfaction teams: 3 Managers, 4 Team Leaders and 41 Agents • Devising and implementing more efficient reporting systems for online and telephone enquiries • Identifying the need for and facilitating the development of a Quality Assurance team • Growing, integrating and leading the Foreign Language team in the Travel Operations department • Initiating and implementing an encouraging and supportive team culture through ongoing coaching • Overhauling fault detection and metrics design; re-negotiating SLAs with outsourced partners Show less Key Accomplishments: • Increasing sales conversion by 80% • Improving agent retention to an all-time high 89% and attaining ever-increasing customer satisfaction scores: 97% • Determining and implementing KPIs, improving agent productivity by 100% in three months • Dramatically improving service levels and response times; lowering expenditures by USD200,000 • Team leader to Manager to Senior Manager in less than 1 year • 100% of projects delivered on time Duties: •… Show more Key Accomplishments: • Increasing sales conversion by 80% • Improving agent retention to an all-time high 89% and attaining ever-increasing customer satisfaction scores: 97% • Determining and implementing KPIs, improving agent productivity by 100% in three months • Dramatically improving service levels and response times; lowering expenditures by USD200,000 • Team leader to Manager to Senior Manager in less than 1 year • 100% of projects delivered on time Duties: • Leading and developing teams of 70+ individuals, operating 24/7 and supporting 10 languages globally • Project managing the establishment of the new call centre, taking lead role in revamping into a modern, fully integrated, efficient, world class facility • Managing Credit, Post-Sales and Customer Satisfaction teams: 3 Managers, 4 Team Leaders and 41 Agents • Devising and implementing more efficient reporting systems for online and telephone enquiries • Identifying the need for and facilitating the development of a Quality Assurance team • Growing, integrating and leading the Foreign Language team in the Travel Operations department • Initiating and implementing an encouraging and supportive team culture through ongoing coaching • Overhauling fault detection and metrics design; re-negotiating SLAs with outsourced partners Show less

Team leader

• Sep 2004 - Nov 2007

Key Accomplishments: • Leading teams to meet all corporate targets for service levels and customer satisfaction scores Duties: • Managing and building a high-performing team of 10 through training, coaching and ongoing feedback • Preparing reports on forecasted and actual call numbers, compiling and collating data • Managing online auctions, providing guidance on software usage for buyers and suppliers • Creating, translating, proofreading and updating training materials… Show more Key Accomplishments: • Leading teams to meet all corporate targets for service levels and customer satisfaction scores Duties: • Managing and building a high-performing team of 10 through training, coaching and ongoing feedback • Preparing reports on forecasted and actual call numbers, compiling and collating data • Managing online auctions, providing guidance on software usage for buyers and suppliers • Creating, translating, proofreading and updating training materials for customers and suppliers in English, Spanish and Italian, ensuring accuracy and language nuances intact • Identifying and launching enhancements to processes, improving efficiency and service standards • Training team on process innovations, managing from concept to implementation to training Show less Key Accomplishments: • Leading teams to meet all corporate targets for service levels and customer satisfaction scores Duties: • Managing and building a high-performing team of 10 through training, coaching and ongoing feedback • Preparing reports on forecasted and actual call numbers, compiling and collating data • Managing online auctions, providing guidance on software usage for buyers and suppliers • Creating, translating, proofreading and updating training materials… Show more Key Accomplishments: • Leading teams to meet all corporate targets for service levels and customer satisfaction scores Duties: • Managing and building a high-performing team of 10 through training, coaching and ongoing feedback • Preparing reports on forecasted and actual call numbers, compiling and collating data • Managing online auctions, providing guidance on software usage for buyers and suppliers • Creating, translating, proofreading and updating training materials for customers and suppliers in English, Spanish and Italian, ensuring accuracy and language nuances intact • Identifying and launching enhancements to processes, improving efficiency and service standards • Training team on process innovations, managing from concept to implementation to training Show less

Purser

• Jan 2003 - Mar 2004

Key Accomplishment: • Earning ‘Employee of the Month’ for superior customer service skills Duties: • Holding responsibility for administration of Crew Office, including sign-on/sign-off and identification cards • Managing the assignment of cabins for guests, ensuring accuracy • Staffing the ship’s front desk, overseeing team and ensuring pleasant, polite and prompt guest service • Quickly and thoroughly resolving any escalated guest complaints or issues • Managing… Show more Key Accomplishment: • Earning ‘Employee of the Month’ for superior customer service skills Duties: • Holding responsibility for administration of Crew Office, including sign-on/sign-off and identification cards • Managing the assignment of cabins for guests, ensuring accuracy • Staffing the ship’s front desk, overseeing team and ensuring pleasant, polite and prompt guest service • Quickly and thoroughly resolving any escalated guest complaints or issues • Managing onboard casino cage, including staff assignment and daily operations Show less Key Accomplishment: • Earning ‘Employee of the Month’ for superior customer service skills Duties: • Holding responsibility for administration of Crew Office, including sign-on/sign-off and identification cards • Managing the assignment of cabins for guests, ensuring accuracy • Staffing the ship’s front desk, overseeing team and ensuring pleasant, polite and prompt guest service • Quickly and thoroughly resolving any escalated guest complaints or issues • Managing… Show more Key Accomplishment: • Earning ‘Employee of the Month’ for superior customer service skills Duties: • Holding responsibility for administration of Crew Office, including sign-on/sign-off and identification cards • Managing the assignment of cabins for guests, ensuring accuracy • Staffing the ship’s front desk, overseeing team and ensuring pleasant, polite and prompt guest service • Quickly and thoroughly resolving any escalated guest complaints or issues • Managing onboard casino cage, including staff assignment and daily operations Show less