Debbie Phuong Email & Phone Number

San Francisco, California, United States

Menlo Park, California, United States

• 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.
• 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.
• 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

Menlo Park, California, United States

Menlo Park, California, United States

San Francisco Bay Area

• 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

San Francisco, CA

• 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.
• 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

San Francisco, CA

• 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+

Berkeley, CA

• 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

Berkeley, CA

• 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

Berkeley, CA

• 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

San Francisco Bay Area

• 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

San Francisco

• 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

San Francisco

• 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

Berkeley, CA

• 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