· Liaise with senior management to established corporate policies and procedures that created a framework for the DGF Integrated Management System.· Coordinate ISO 9001:2008 (Quality Management) certification for 76 countries and ISO 14001:2004 (Environmental Management) for 71 countries. · Coordinated and consulted on customer audits to address customer issues without compromising or adding unnecessary complexity to the DGF management system.· Manage a bespoke Incident Management platform that annually facilitated the capture and resolution of over 140,000 incidents including external customer complaints, operational irregularities, and claims.· Facilitate a global customer complaint management program including awareness campaigns, e-Learnings, KPI reporting, and quality checks. · Design and maintain a Microsoft Sharepoint-based audit lifecycle solution that enables auditor community to manage from scheduling to non-conformity resolution.

• Acted as a divisional business representative for procurement of the new DP DHL corporate learning management system. • Defined divisional setup requirements and implementation approach for the DP DHL corporate learning management system. • Produced monthly training reports to highlight usage, trends, and potential course issues.• Collaborated with senior management to identify work force knowledge and skill gaps and design fitting solutions.• Procured and managed e-learning development and support teams to ensure project scope and timely delivery of completed courses within budget.• Managed development and usage of an e-assessment tool used to standardize and monitor global training assessments in multiple languages.• Defined role-based curriculum based on existing courses for operational teams.

• Documented task analyses to identify key job functions and procedural best practices that also resulted in core reference material used as post-training support material.• Designed and developed e-learning courses and instructor-led trainings tailored to business objectives and the target audience. • Facilitated acceptance testing of e-learning courses to ensure compliance to established requirements and standards.• Designed assessment schemas to capture trainee perceptions, learning, and application.Key Examples:• Two 3-hour instructor-led courses on key operating systems for 8500 employees.• 2.5-hour e-learning course on operating system enhancements for 2300 employees.• 30 minute motivational course explaining importance of proper customer complaint management for 8500 employees in six languages.• 20-minute product definition course for 1500 sales employees.

· Applied the Information Mapping methodology to design and development bespoke content for clients, primarily in medical device and pharmaceutical manufacturers· Defined client-specific needs and requirements· Established and maintained project schedules· Managed a team of content developers and edited content to ensure adherence to the established standards.

• Designed an 8-week instructor-led classroom training for new customer service employees. • Conducted a task analysis that became the basis for a reference manual. • Authored instructor and participant guides as well as job aids.