Nancy Chen Email & Phone Number

Wuhan, Hubei, China

• Scaled Learning Solutions: Design and provide performance-focused learning solutions for 5000+ collection agents to drive strategic changes and organizational effectiveness in distributed call centers.
• Learning Management (ADDIE): Led Curriculum design to ensure employee development and business capacity, including onboard training program, skill enhancement program, soft-skill, and leadership training program.
• Project Management: Oversaw projects to ensure changes for new product knowledge roll-out, system replacement, business strategy and process adjustment, and communication scripts, and compliance requirements.
• Produced Massive Communication to cascade information regarding business knowledge, product, and process update.
• Leadership and learning management: including hiring and developing trainers to ensure training capacity, building up training teams from zero to one to support call center establishment in three cities. Control.
• Collaboration with Stakeholders: Work with business leaders, subject matter experts, and HR partners to calibrate business strategy understanding, drive a cross-functional collaboration to achieve change initiatives.

Wuhan, Hubei, China

• Establish training team in distributed cities and support new call centres.
• Internal talent management and develop succession plan in the key positions.
• Oversaw weekly onboard training programs to ensure the call centre capacity and support the business' fast scale-up.
• Led curriculum design to ensure hard skill and soft skill fulfilment across seven different business units in three distributed call centres.
• Knowledge management and ensure the knowledge transfer, tests arrangement in three distributed cities.
• Work with Head Quarter consultants and management team to roll out strategy from top management in the group.

Wuhan, Hubei, China

• Expand training team to ensure training capacity, hiring and train-up trainers.
• Breakdown team responsibilities to arrange internal team structure to effect the proper divisions and task assignment.
• Oversaw weekly onboard training programs to ensure the call centre capacity and support the business' fast scale-up.
• Further developed business skill training to ensure knowledge transfer when agents need to handle multiple business units.
• Work with Head Quarter consultants and management team to roll out changes in the call centers, including communication scripts segmentation and compliance requirements.

Wuhan

• Developed and implemented massive communication and newsletter in collection call centres.
• Design management training program to support team leader transition and development in collection call centres.
• Develop and manage training programs to ensure collection business capacity and collection skill improvement, including onboard training, skill enhancement, soft skill training.
• Knowledge management and arrange monthly tests in the distributed call centres.
• Work with Head Quarter consultants and management team to roll out changes in the call centres, including communication scripts segmentation and compliance requirements.

Wuhan, Hubei, China

• Design and deliver onboard training and business enhancement training to team members in the content quality team (proof-reading before job posting).
• Daily Coaching on the floor and capacity management.
• Participate to design operation rules and operation processes.
• Be responsible for complaint rate control by implementing training programs.
• Lead the team to fulfill targets of proof-reading job postings.

Wuhan, Hubei, China

• Completed hiring targets to ensure store capacity by organizing campus hiring, job postings, cold-calling, group interviews.
• Documented contracts with cooperated malls and managed financial invoices every month.
• Sales data analysis to generate reports for region manager and finalize bonus data.
• Prepared and posted job openings using social media recruitment tools (LinkedIn, Indeed, Facebook, etc.)

Wuhan & Huangshi

• Engaged in teachings and researches for secondary school students, college students
• Participated in the preparation of textbooks, the curriculum design of teachers’ training and marketing activities
• Coordinated and managed the operations of various departments to ensure the normal operation of all aspects
• Organized teaching and seminars to create a learning atmosphere as teaching secretary and English teacher
• Part-time English Teacher during the year 2011

Master Of Education - Med, Adult Education And Community Development, Workplace Learning

Bachelor'S Degree, Law, 3.41

Bachelor'S Degree, International Economics And Trade