Cheenee Chan-Dela Cruz Email & Phone Number

Who we are -Arcadia is a global professional services consultancy specialising in sustainable behavioural and cultural change. As ‘Architects of Change’ we design and deliver engaging blended development solutions, and innovative culture and capability strategies, that help clients build outstanding performance across their business. Our focus is on shifting existing patterns of behaviour and replacing them with more productive mindsets, beliefs, habits and capabilities that results in driving value, efficiency and effectiveness.What I do -I manage a portfolio of clients as a Senior Project Manager who oversees each element of a programme from a people, process, and time perspective.

Philippines

Strategic Leadership: Lead and oversee projects related to knowledge management and instructional design, ensuring alignment with organizational goals.Develop and implement strategic project plans to optimize the efficiency and effectiveness of Knowledge Specialists and Instructional Designers.Team Management: Manage and coordinate the activities of Knowledge Specialists and Instructional Designers to ensure successful project outcomes.Project Planning and Execution: Develop detailed project plans, timelines, and milestones, considering the unique aspects of knowledge management and instructional design projects.Coordinate project resources, allocate tasks, and monitor progress to ensure timely and successful project completion.Stakeholder Collaboration: Collaborate with internal stakeholders, including cross-functional teams and departmental heads, to understand project requirements and objectives.Establish effective communication channels to keep stakeholders informed about project progress and outcomes.Quality Assurance: Implement quality assurance measures to ensure the accuracy, relevance, and effectiveness of knowledge management and instructional design deliverables.Conduct regular reviews and evaluations to maintain high standards and address any potential issues promptly.Risk Management: Identify potential risks and challenges associated with projects and develop mitigation strategies. Proactively address issues to minimize disruptions and ensure the smooth progression of projects.Continuous Improvement: Implement feedback mechanisms to gather insights from team members and stakeholders for continuous process improvement.Reporting and Documentation: Generate regular reports detailing project progress, key performance indicators, and other relevant metrics. Maintain comprehensive project documentation, ensuring a transparent record of project activities.

Manila, Philippines

Knowledge and Collaboration Specialist:Develop and implement strategies for efficient knowledge capture, organization, and dissemination within the organization.Collaborate with cross-functional teams to understand knowledge needs and tailor solutions to align with organizational objectives.Create and maintain knowledge repositories, ensuring accessibility and user-friendly interfaces.Foster a culture of collaboration and knowledge sharing among team members and across departments.Stay updated on industry trends and best practices to continuously enhance knowledge management processes.Instructional Designer:Design and develop engaging and effective learning materials, including e-learning courses, training modules, and instructional materials.Collaborate with subject matter experts to gather content and ensure accuracy and relevance in instructional materials.Utilize instructional design methodologies to create engaging learning experiences for diverse audiences.Stay abreast of advancements in instructional design, technology, and adult learning theories to enhance training effectiveness.Conduct needs assessments to identify learning gaps and recommend appropriate solutions.Implement and manage learning management systems (LMS) to facilitate seamless content delivery.Evaluate the effectiveness of training programs and make continuous improvements based on feedback and performance metrics.Collaborate with stakeholders to align instructional design initiatives with organizational goals and objectives.Provide expertise in multimedia development, incorporating a variety of instructional technologies.These roles collectively contribute to the organization's knowledge management and training initiatives, fostering a collaborative and learning-oriented culture.

Manage day-to-day operations ensuring alignment on utilised man hours billable to the ClientsConduct quality toll gates in making sure work pieces are in parallel with timelines and KB best practicesAccomplishes individual feedback form for each Content Developer and assessmentManages alignment of individual and team man hours versus work projects receivedConducts weekly temp check with the team; centred on concerns, wins, opportunities , development and relationshipsConducts weekly meetings discussing Knowledge performance, Changes Read and Updates surrounding the Knowledgebase

Performs analysis of content requirementsParticipate or conduct Focus Group Discussion and review develop content impact to ensure adherence and knowledge retentionEnsure that Work Requests are delineated to Content Developers Works with the Team in completing Projects and Work RequestsAdhere to Business Process Management Change Control ProcessTakes ownership of own workloadIdentify and escalate key process issues that may impact customer experience

Writes, indexes, or revises a variety of technical content, which includes user and product documentationAssist in developing content for comprehensive web-based resource productTake part in projects related to research, creation, and maintenance of Knowledge Management resource materialsAble to respond to Contact Centre Agents/Support Teams who require content clarification

Collecting product information from the client, TQM, client services, etc.Spreading product knowledge to operationsUpdating existing proceduresAnalysing the usage of Knowledge Management database and taking actions accordingly. Reviewing and updating online course contentDelivering training (refreshers, new projects, new products etc.) to all agents as required, following standard Transcom development plan and supported by Product SupervisorEnsuring update and accuracy of product training materialsCollecting information related to product knowledge and developing training modulesEnsuring through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up and consequence (action plan).

Providing technical support to customers (Computers, Printers, Monitors)Troubleshooting (Hardware)Network troubleshooting

Providing technical support to customers (Computers, Printers, Monitors)Troubleshooting (Hardware)Network troubleshooting

Data ManagementResearch and Development