Angelica
Customer Excellence Trainer in Dubai
- Customer Excellence
- Emotional Intelligence
- Location
- Dubai, United Arab Emirates
- Trainer Since
- September, 2015
Customer Excellence Trainer in Dubai
About Angelica
Meet Angelica, a seasoned professional with over 10 years of diverse experience across multinational corporations. With expertise spanning Customer Service Leadership, Human Resources, Recruitment, Product Management, and Soft Skills Training, Angelica brings a wealth of knowledge to her role as a Customer Excellence and Emotional Intelligence Trainer. Throughout her career, she has honed her skills through hands-on experience and formal training, accumulating more than 9 years specifically dedicated to training professionals to enhance their emotional intelligence and customer service acumen.
Angelica's proficiency extends beyond her extensive professional background; she is well-versed in various computer applications, including Internet Explorer and Microsoft Office. Her mastery of these tools, cultivated through training sessions and practical application, underscores her commitment to excellence in every aspect of her work. With a passion for empowering others and a rich reservoir of expertise, Angelica is poised to make a significant impact in fostering customer excellence and emotional intelligence among professionals and organizations alike.
Angelica is a Corporate Trainer For
Customer Excellence
Training Since:September, 2015
Emotional Intelligence
Training Since:January, 2016
Work Experience
Programme Manager
Financial · October, 2018 - present
Roles & Responsibilities
- Project manage all aspects of the execution of the assigned programs, ensuring timely delivery and adherence to quality standards
- Form and maintain good relationships with all key program stakeholders, including clients, learning consultants, trainers, and other internal teams, fostering effective communication and collaboration
- Serve as the main point of contact to address issues that arise during the running of the assigned programs, responding appropriately and swiftly to resolve challenges and mitigate risks
- Ensure all program metrics are satisfied and all critical events have occurred, monitoring progress and performance against predetermined objectives
- Create customized portals for clients that require eLearning and online assessments, tailoring platforms to meet specific needs and enhance user experience
- Manage and administer eLearning on the Docebo Learning Management System (LMS), overseeing updating knowledge bases, assessments, and materials to ensure relevance and accuracy
- Analyze and update existing processes in the LMS, collaborating with the Web Department to implement improvements and optimize functionality
- Develop and deploy evaluations to measure training effectiveness and learning outcomes, utilizing feedback to refine and enhance program delivery
- Create detailed dashboard reports for the academy/training, providing stakeholders comprehensive insights into program performance and impact
- Manage training costings and proposals, overseeing budget allocation and expenditure to ensure financial efficiency and viability
Senior Learning and Development Lead
E-commerce · September, 2015 - October, 2018
Roles & Responsibilities
- Spearheaded the training (for both product and soft skills) processes, ensuring comprehensive and effective learning experiences for employees
- Took part in recruitment interviews and selection processes, identifying candidates with the potential to contribute to the training department's objectives
- Was responsible for designing, developing, and delivering management and training programs for the Customer Service Department, aligning them with organizational goals and objectives
- Managed the training department budget and annual calendar, ensuring efficient allocation of resources and timely scheduling of training activities
- Provided supervision of courses through training evaluations and feedback, continuously striving for improvement and effectiveness in training delivery
- Conducted Train the Trainers programs for new trainers, equipping them with the necessary skills and knowledge to excel in their roles and contribute to the overall training objectives of the organization
Learning and Development Specialist
Transportation, Logistics and Warehousing · October, 2007 - January, 2015
Roles & Responsibilities
- Developed the HR and Training processes in the station by training employees and implementing HR policies and procedures to enhance employee satisfaction, retention, and development
- Played a key role in recruitment, conducting final interviews, and participating in the selection process
- Implemented training plans for current employees, ensuring their continuous development and motivation
- Conducted orientation and induction sessions for new hires, facilitating their smooth integration into the organization
- Managed all personnel administration tasks for employees, ensuring compliance and efficiency
- Analyzed employees' training needs and designed and conducted technical training, such as tracking and booking systems, to enhance skills and knowledge
- Enhanced communication between management and employees, ensuring all relevant information about job responsibilities and rights was effectively communicated
- Acted as the DXB Station Contact Center's dedicated training lead, providing expertise in product-specific and general training subjects
Skills
- Training Management
- Business Communication
- Telephone Handling
- Organizational Skills
- Customer Service Excellence
- People Development
- Quality Assurance
Education
Technological University of the Philippines
Computer Engineering
2000-2004
Projects
Basic Training Program
January 2012 - January 2015
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