Sharon Lazarus

Contact No.: +639********* ~ E-Mail: adctai@r.postjobfree.com

PROFILE SUMMARY (Currently working in Manila)

A result oriented professional with 14 years of experience in:

~ Strategic Planning ~ Training & Development ~ Operations Management

~ Performance Management ~ Employee Engagement ~ Documentation

~ Instructional Design ~ Process Enhancement ~ Skill development

~ Project Management ~ Process transition

Partner with BU and HR- Business Partners to understand their training needs, plan and implement learning solutions that address their needs

Work collaboratively with HR Business Partners to implement training plans in the engagements, drive performance and career management initiatives through individual development plans of employees

Partner with onshore client & Business for process migration

Analyze learning needs through assessment of competency gaps, performance metrics and voice of the customer

Drive adoption of various learning solutions including classroom and e-learning methodologies

Measure effectiveness and outcome of training solutions, justify ROI on training spends

Lead a team of training assistant managers/Voice coaches/learning partners to execute L & D initiatives

Supported the company to Establish the Customer Experience team for Manila & South Africa

Headed the transformation project for QBE insurance

Managing end-to-end knowledge transfer (migration/process ramps) for Australian & New Zealand insurance process

CORE COMPETENCIES

Conducting various Behavioral/Soft Skills Training

Customer Experience and Customer Retention

Stakeholder Relationship Management

Driving Learning Initiatives within the team, Best Practice sharing

Employee Engagement activities

Content Development

Up-skilling new Trainers

TNI-Training Need Identification

Measuring Effectiveness of the Trainings

Designing and publishing the Monthly Training Calendar

Growth Path:

Oct’06 - Jun’09 ( EXL ) Customer Care Executive

Jul 09 - Sep’12 (EXL) Customer Experience Analyst

Oct’12- Sep’15 (EXL) Assistant Manager Operations

Oct’15 - Jun’16 (EXL) Deputy Manager – Training and Customer Experience

July’16 – Nov’16 Took a break from work post marriage

Dec’16 to Jan’17 (WNS) Deputy Manager (WNS Manila)- Consultant ( Project for QBE insurance)

Feb 17 – Dec 18 (WNS) Deputy Manager for training and customer experience (P&C Insurance)

Jan 19 - Present Group Manager Training and Customer Experience (Insurance)

Highlights:

Efficiently stabilized the entire process of training for UK clients (New Business)

Established the Customer Experience training function for U.S & UK clients

Design Customer Experience and Soft Skills module, based on the client requirement

New initiatives designed included Certification Process impacting throughput and Instructor Competency to improve training effectiveness

Soft Skills for new leaders (Johari Window, Effective email skills, Feedback skills, Monthly analysis for gauging team performance, grooming)

Behavioral Training for Leaders (Fish Culture & Whale Done Theory)

Drive Kaizen, Green Belt projects and case studies for Customer Experience improvement

TSD : Create training standard document for process

CESD : Create standard Customer Experience Document

Holds the distinction of earning client appreciation for the excellent presentation and interaction skills

Essayed a key role in reducing the attrition rate (128% to 80% ) in 2012

Group Manager – Training (AU Insurance)

Head a team of 15 Trainers + 1 Deputy manager & 2 Assistant manager

Leading training for Australian sales & service vertical and managing a span of 500 employees

Successfully completed the training and transition for 5 New Zealand and 2 Australian clients

Work closely with Recruitment & operations to hire the best resources

Work closely with operations & Quality team for process improvement and knowledge management

Initiate training program for employee based on the TNI

Understanding the clients requirement and developing training improvement plan to deliver the requirement

Work closely with the process improvement team to drive the action plan related to process knowledge improvement

Performance review for training managers & trainers

Partner with HR & Business leaders to develop career improvement plans for Tenured associates & Team Managers

Work closely with clients & business leaders from process transitioning to process stabilization

Training gap analysis post transition and training plan for bridging the gaps

Bottom Quartile management to improve the process metrics

Trainer development plan based on the business requirement

Identified the areas for cross skilling and successfully delivered 10 FTE benefit project along with the PE team

Partnered with clients to migrate the knowledge management tool

As Deputy Manager – Quality & Training (WNS Consultant Project)

Managed a team of 10 Agile trainers & 3 Agile Scrum masters as a project manager

Partnered with QBE project managers to drive all projects through the Agile methodology

Lead a transformation project for training excellence and Agile management ( QBE insurance)

Successfully completed the Operational Excellence and Agile Methodology training for Directors, Managers & 300 consultants

Supported the business to earn a profit for 1.3 Million & 5 FTE benefit through this project

Transitioned a web chat process of 30 FTE in CEBU for QBE

Created insurance training materials for QBE and deployed the online insurance learning tool

As Deputy Manager – Training & Customer Experience (EXL)

Monitored a team of 4 Assistant Managers,8 Trainers and 5 Customer Experience Analyst across location

Supported the process to achieve the CAS target through knowledge & soft skill development

Worked closely with clients for driving Behavioral Analytics training (Tool used to monitor and improve call quality)

Supported the business to select 100 voice associates through the language & voice screening process

Played a stellar role in driving continuous improvement through training improvement plans

Efficiently conducted the incumbent training as per the process and client requirement basis the updates/enhancements

Acknowledged for presenting the training performance in the weekly and monthly reviews

Successfully designed framework for employee development and employee retention

Designed the training based on ADDIE & Kirkpatrick methodology

Delivered process & soft skills training based on the business requirement

As Assistant Manager – Training (EXL)

Handled Process/Product Training, Nesting/OJT and Operations Training

Played a stellar role in identifying training needs for employees based on their Quality & customer experience scores

Efficiently helped the clients to design the educational curriculum basis the assessed need

Managed training administration details

Supported HR & operations team to drive employee engagement

Worked closely with quality team to identify the knowledge gaps and plan the training programs

Carried out:

oCapability development, Performance evaluations and appraisals of the trainers

oRegular review with clients

As Assistant Manager – Operations:

Handled a team of 20 associates

Achieved the service delivery target for CAS, Quality & Schedule adherence

Played a stellar role in analyzing team performance against the target set by the client

Managed:

oTransactions on an ongoing basis

oEscalations calls

oVariance regularly in real time for planned and achieved targets while designing and implementing corrective action plans

oPerformance evaluations and appraisals, Integrity of data & reports

oMonitored team’s compliance with internal policies and procedures

oEssayed a key role in reviewing information reporting and accordingly seeking concurrence with the client requirements

TRAININGS

FTLO Certification (First Time Leaders Orientation)

Business Communication

Communication Excellence

Business Etiquette Training Program (BQT)

P&C Insurance Training

Lean & Asset Management Training

Green Belt training

Train the Trainer certified

Stake Holder Management training

ACADEMIC DETAILS

Secondary Education: St. Joseph’s Convent

Higher Secondary: Johnson Convent school

Graduation: B.Sc in Mathematics and Computer Science

Training and Performance Management: Symbiosis Institute of Distance Learning

Pursuing : MBA in strategic planning & HR through Edinburgh Business school (U.K)

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