Hanna Mae Leyson
Cebu City
Summary
Dynamic leader with a proven track record at Optum Global Advantage, enhancing team performance and employee retention through effective mentoring and innovative training programs. Skilled in team management and new process integration, I spearheaded training material development, boosting trainee satisfaction. My approach consistently aligns with industry best practices, achieving significant improvements in organizational efficiency.
Overview
2
2
years of professional experience
Work History
Customer Service Representative Team Lead
Optum Global Advantage
02.2024 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Trainer Coordinator
Optum Global Advantage
11.2022 - 01.2024
- Improved trainee performance with regular evaluations and constructive feedback.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Assessed individual learning needs, tailoring instruction accordingly for maximum impact.
- Increased trainer productivity by establishing clear expectations and providing ongoing support.
- Tracked employee progress through various stages of their career paths, identifying areas where additional support or resources may be necessary.
- Facilitated cross-departmental collaboration to ensure consistent training standards throughout the organization.
- Spearheaded the development of new training materials, resulting in higher trainee satisfaction scores.
- Optimized day-to-day instruction to align educational strategies with industry best practices.
Education
Bachelor of Secondary Education - Secondary Education
Cebu Normal University
Cebu City, Philippines03-2016
Skills
- Team management
- Performance evaluations
- Employee retention
- New process integration
- Multitasking and organization
- Organizational skills
Timeline
Customer Service Representative Team Lead
Optum Global Advantage
02.2024 - Current
Trainer Coordinator
Optum Global Advantage
11.2022 - 01.2024
Bachelor of Secondary Education - Secondary Education
Cebu Normal University
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