Developing and publishing engaging course content, learning activities and knowledge assessments for instructor-led, online, virtual and blended modalities.Using available data to evaluate the program results and continuously improving them

• Focal Point for a French Hospitality BPO client coordinating training delivery ILT and VILT developed locally and globally for both soft and hard skills;• Main training methodologies used: PCL, Design Thinking, Storytelling, Mind Map, Inverted classroom;• Local and global training development projects using Agile and Scrum methodologies for Project Management;• Development of training materials for soft and hard skills using MS Power Point, MS Sharepoint, Adobe Captivate and Knovio as tools;• Conduct needs analysis for new training materials as well as updating training materials;• Learning Advisor (Gartner) role;• Deliver virtual training courses for Agile, Scrum, Kanban, Design Thinking, Leadership, Learning Advisory and Onboarding programs, all in English.• Manage training and reports through the company LMS tool (advanced experience);• Sales program training creation and delivery for the broader employees across the world;• Training delivery for a National bank BPO client;

• French Hospitality BPS client training delivery ILT and VILT developed locally and globally for both technical and behavior approaches;• Company welcome training delivery ILT and VILT;• Sales program training creation and delivery;• Participation in training development projects with local and global teams, using Agile and Scrum methodologies;• Development of training materials for both technical and behavior areas using MS Power Point, MS Sharepoint, Adobe Captivate and Brainshark as tools and PCL (Participant Centered Learning), Spaced-Learning e Micro-Learning as training delivery methodologies;• Identify requirements for new training materials as well as updating training materials;• Participating in client, based on France, virtual and local meetings and trainings.

• Customer Focal Point for: American Airlines, Bradesco bank, Copa Airlines, IATA, Korean Airlines, Ethiopian Airlines, ;• Update and create user manuals;• Constant customer Follow-up / participate / elaborate meeting minutes;• Identify Stakeholders, Milestones and requirements to elaborate business requirements documents and for the Project processes;• Support Project Manager on updating Project status report, identify changes on Project scope, support initiation and closing sign-off and elaborate project timeline; • Update change management plan.

• Coordinate and manage a team of shared clients on a level 1 support: 12 spanish/portuguese agents and 18 english/portuguese agents;• Create reports and graphics to measure the service level agreements;• Develop and provide training sessions of new processes and tools;• Align global processes with the operetional team and client need;• Responsible for the team performance and actions in meeting with the clients;• Hiring, training and integration of new eomployees;• Creation of action plans to deliver metrics and goals;• Development and application of Feedback.

* Take calls in Portuguese and Engligh to assist on the creation of Service Requests for the GM employees;* Create Service Requests out of emails received;* Assit on the knowledge base maintenance/updates