Led global onboarding program, facilitating New Employee Orientation and collaborating with cross-functional teams to ensure a seamless and positive experience for all new hires.Developed and facilitated global training programs, reducing new hire training duration by 25% through data analysis and evaluation effectiveness while improving knowledge retention and engagement.Improved new hire productivity by 20% through Kirkpatrick's Four Levels of Evaluation, gathering feedback… Show more Led global onboarding program, facilitating New Employee Orientation and collaborating with cross-functional teams to ensure a seamless and positive experience for all new hires.Developed and facilitated global training programs, reducing new hire training duration by 25% through data analysis and evaluation effectiveness while improving knowledge retention and engagement.Improved new hire productivity by 20% through Kirkpatrick's Four Levels of Evaluation, gathering feedback from focus groups and surveys to refine onboarding content continuously.Optimized the New Hire agenda, focusing on key contacts and aligning it with the customer journey, improving onboarding efficiency and relevance.Developed engaging learning materials using the ADDIE model, creating job aids and assessments that increased learner engagement and retention.Enhanced diversity and inclusion in onboarding, boosting new hire attendance, retention, and understanding across global teams.Trained 2500+ employees in-person and virtually across the U.S., Manila, Bangalore, and Mexico City, covering onboarding, soft skills, chat techniques, and dispute resolution, improving customer service.Incorporated interactive elements like polls, breakout rooms, review games, mock contacts, and teachbacks in virtual sessions to boost engagement and learning outcomes.Led training and change management for Salesforce and ECM platform implementation, ensuring smooth adoption and user confidence.Designed and implemented the LEAP internship program to enhance skill development, providing coaching and career development for emerging leaders; recognized with the Key Talent Award.Led the L&TD Fun and Wellness Committee for the Americas (AMERs), established regional committees, and spearheaded the Global Fun and Wellness Committee. Developed and implemented wellness initiatives that fostered connection and engagement across diverse regions. Show less

Led the Authoring Team in creating recommended content for Spark, an internal Salesforce platform, and rewriting 1,300 articles migrated from Info Center to Knowledge Center (ECM). Utilized Generative AI to help writers componentize and clean up content, resulting in more organized and efficient articles for frontline teammates.Awarded a Spot Award for establishing effective partnerships and developing the "Learning Solution Curriculum Recommendations" model, improving training… Show more Led the Authoring Team in creating recommended content for Spark, an internal Salesforce platform, and rewriting 1,300 articles migrated from Info Center to Knowledge Center (ECM). Utilized Generative AI to help writers componentize and clean up content, resulting in more organized and efficient articles for frontline teammates.Awarded a Spot Award for establishing effective partnerships and developing the "Learning Solution Curriculum Recommendations" model, improving training content quality. Show less

Executed program roadmap for content deliverables while transitioning to new customer service software platforms, collaborating with cross-functional teams and stakeholders to meet deadlines.Analyzed data and reports to ensure timely and efficient content delivery, identifying opportunities for process improvements.Drove innovation by introducing new ideas and enhancing content to improve user experience and platform adoption.Collaborated with regional LT&D teams to… Show more Executed program roadmap for content deliverables while transitioning to new customer service software platforms, collaborating with cross-functional teams and stakeholders to meet deadlines.Analyzed data and reports to ensure timely and efficient content delivery, identifying opportunities for process improvements.Drove innovation by introducing new ideas and enhancing content to improve user experience and platform adoption.Collaborated with regional LT&D teams to enhance the Knowledge Base, increasing engagement and alignment with global strategies. Played a crucial role in change management to facilitate smooth transitions. Show less

Facilitated in-person training for new hires and tenured employees, guiding them through onboarding, merchant and consumer products, and the complexities of handling disputes and claims. Ensured facilitators and employees were set up for success by crafting detailed facilitator guides that acted as a blueprint for each session. Developed learning material that broke down these intricate topics and made them accessible and easy to understand, ensuring everyone felt confident and ready to apply… Show more Facilitated in-person training for new hires and tenured employees, guiding them through onboarding, merchant and consumer products, and the complexities of handling disputes and claims. Ensured facilitators and employees were set up for success by crafting detailed facilitator guides that acted as a blueprint for each session. Developed learning material that broke down these intricate topics and made them accessible and easy to understand, ensuring everyone felt confident and ready to apply their knowledge in real-world situations.Collaborated with cross-functional teams, business partners, and stakeholders to provide ongoing support for new hires and tenured teammates globally.Designed and integrated an "Individualized Learning" training program (ILT/VILT) for the customer service team, collaborating with key stakeholders to develop tailored curricula and training agendas.Transformed 90% of in-person training to asynchronous learning modules, boosting learner autonomy and engagement. Show less

Delivered exemplary customer service while empowering colleagues through targeted coaching and development to enhance their skills and demonstrate empathy. This approach consistently led to exceeding customer expectations and improving overall team performance.Identified customer needs and offered tailored solutions that enhanced their experience and drove revenue. Empowered colleagues through targeted coaching and development by identifying call drivers, workarounds, knowledge… Show more Delivered exemplary customer service while empowering colleagues through targeted coaching and development to enhance their skills and demonstrate empathy. This approach consistently led to exceeding customer expectations and improving overall team performance.Identified customer needs and offered tailored solutions that enhanced their experience and drove revenue. Empowered colleagues through targeted coaching and development by identifying call drivers, workarounds, knowledge gaps, and areas of opportunity, resulting in improved team performance and customer satisfaction. Show less

Demonstrated empathy and delivered exceptional customer service, leading to consistently positive customer experiences and higher satisfaction levels.Designed and implemented a comprehensive training program to ensure new hires received consistent, engaging, and effective onboarding experiences.Coached and developed colleagues to enhance their customer service skills, driving improved team performance and customer satisfaction.