Educational Institution: University of Waterloo Year of Graduation: June 2018 I completed my Honors Bachelor in Arts - Speech Communication Major with a triple minor in French Studies, International Studies, and Human Resources Management.
13/06/2018In this role, I: resolved application issues, empathetically communicated, and addressed application process ambiguities for customers. Cultivated positive relationships with customers and 30+ Educational Institutions. Designed, developed, and evaluated job-specific instructional materials for new team members such as instructional guides, quick reference guides, step by step videos, and slide-decks. Delivered role-based training to 26+ team members. Delievered cross-functional training to 20+ coordinators/specialists in CX for high-volumn educational institutions.
22/05/2018In this role, I: Conducted on-site classroom-based New Hire Onboarding for new employees joining the Headquater office. Standardized technical training materials and processes for 10 teams within the Customer Experience department such as training guides Developed and maintained training articles on the company knowledge base - Zendesk, using HTML code for the Customer Experience department Authored software release documentation in partnership with the Product department for the Customer Experience department to indicate new product changes and use cases. Conducted on-site classroom-based New Hire Onboarding for new employees joining the Headquater office.
19/10/2019In this role, I: Partnered with Instructional Designer and Content Writer to develop eLearning courses (storyboarding, content/audio scripting) using Articulate 360. Maintained and facilitated company onboarding for 1100+ new hires, globally. Transitioned the New Hire Onboarding program from on-site to fully remote to align with new working norms with a 95% overall experience rate. Led 30+ global team members to ensure a successful transition to remote onboarding learning experience. Created, implemented and maintained a 90-day blended-learning framework for new hires by partnering with SMEs and program sponsors. Managed the recruiting and training of 60+ participants for the New Hire Buddy Program as part of the New Hire Onboarding program. Managed and converted social and cultural committee events to virtual formats (kahoot).
01/07/2020In this role, I: Built and executed courses using ADDIE (A+ Customer Experience and Interviewing Skills). Designed and led New Leader Onboarding Program for 100+ people leaders, achieving 87% experience rate. Transitioned New Hire Onboarding to video-based/self-directed learning and quick reference guides. Led a global COE team of 10+ people, improving pre-boarding pre-boarding, on-boarding, and off-boarding Implemented evaluation processes to measure KPIs and conducted datamining to drive continuous program improvement.
01/11/2021Completed my CAPM certification.
19/07/2023Enhanced existing New Hire Onboarding program by developing consistent and concise instructional materials (for employees and leaders) achieving an overall 90% experience rating. Administered and utilized LMS technology to increase adoption rates and improve new hire and employee learning experiences. Collaborated with subject matter experts and cross functional teams to perform needs analyses in support of business objectives. Served as a learning business partner to the Customer Service and Marketing groups (needs analysis, developing training & design plans, coaching).
11/10/2023Candidate for Master of Science in Education Learning Design and Technology program.
19/08/2024In this role, I: Design and facilitate instructionally sound learning programs that support identified knowledge and upskilling needs with a focus on leading practices and current trends in adult learning. Programs are centered around talent management, employee and leadership development, employee engagement, and organizational effectiveness. Act as a learning partner for strategic projects and product launches by collaborating with internal stakeholders and subject matter experts to assess target audience’s learning requirements, develop recommendations, programs, learning activities, and action plans. Manage the entire life cycle of talent management programs and projects i.e. develop project plans, work back schedules, roadmaps, and communication plans for the launch of learning programs and program improvement, ensuring deliverables are of high-quality, on time and within budget. Research new and appropriate learning content, delivery methods, learning materials and assessment instruments as needed. Manage relationships with external vendors, including training providers to ensure the delivery of high-quality programs and services.
06/08/2024