Stella Michaels

• Improved communication within cross-functional teams by facilitating collaborative workshops focused on effective communication techniques.
• Collaborated with department heads to identify skill gaps and develop targeted training solutions.
• Optimized existing e-learning courses by incorporating interactive multimedia elements to enhance user experience.
• Championed a culture of continuous improvement by encouraging employees to actively participate in ongoing professional development activities.
• Led cross-functional teams in the design and execution of large-scale company-wide training initiatives.
• Boosted employee engagement levels by creating an inclusive learning environment that encouraged open dialogue and knowledge sharing.
• Streamlined onboarding processes for new hires, resulting in reduced time to proficiency.
• Fostered a culture of innovation within the organization by introducing new learning methodologies and tools, such as gamification and microlearning.
• Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
• Reduced employee turnover rates through the implementation of targeted retention strategies focused on professional growth opportunities.
• Delivered engaging presentations and workshops at industry conferences, promoting the organization as a thought leader in learning and development strategies.
• Aligned organizational goals with individual performance objectives through effective coaching and feedback sessions.
• Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
• Managed annual training budgets, ensuring cost-effective allocation of resources for maximum impact on employee development.
• Created customized leadership development programs, resulting in improved management skills across the organization.
• Developed strong partnerships with external vendors to provide diverse learning opportunities for employees.
• Mentored junior team members, fostering their growth and increasing departmental expertise.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Directed training programs and development paths for managers and supervisors.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Implemented new learning strategies depending upon employees' skill levels.
• Selected and assigned instructors to conduct specific training programs.
• Trained staff during demonstrations, meetings, conferences, and workshops.
• Evaluated new technologies and methodologies for potential implementation within the organization''s quality assurance program, staying ahead of industry trends.
• Collaborated with cross-functional teams to identify root causes of product issues, leading to timely resolutions and continuous improvements.
• Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
• Championed a customer-focused mindset across the organization by emphasizing the importance of consistently delivering high-quality products and services.
• Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
• Conducted risk assessments to identify and mitigate potential quality issues.
• Established and tracked quality department goals and objectives.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Led Six Sigma projects to streamline processes.
• Leveraged Lean Six Sigma expertise to reduce waste and enhance productivity.
• Supported development, prioritization and execution of performance improvement projects, employing LEAN, Six Sigma and similar methodologies for process improvements.

● Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources department

● Designing and expanding training and development program based on the needs of the organization and the individual

● Working in a team to produce program that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level

● Considering the costs of planned program and keeping within budgets as assessing the return on investment of any training or development programme is becoming increasingly important

● Developing effective induction program

● Identify and develop sources of external training and development opportunities for the account.

● Lead and manage key account level development projects including engagement sessions, collaboration, change management initiatives etc Devising individual learning plans

● Producing training materials for in-house courses

● Managing the delivery of training and development programmes and, in a more senior role, devising a training strategy for the organization

● Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers;

● Ensuring that statutory training requirements are met

● Evaluating training and development program

● Amending and revising program as necessary, in order to adapt to changes occurring in the work environment

● Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups

● Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses

● Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages

● Researching new technologies and methodologies in workplace learning and presenting this research

Team Management-

● Right team: Puts together teams with the right mix of skills, experience, and backgrounds for each

● client and delivery challenge

● Coaching and mentoring: Works with individual team members to encourage, motivate, and teach

● Delegation: Delegates to team members, and creates an environment where they can take individual

● initiative and succeed

● Accountability: Helps set goals and tasks for team members, and follows up.

● Relationships: Builds positive relationships with team members. Communicates regularly and

● Effectively

● Positive experience: Helps to create a positive, learning experience for each team member

Personal Leadership and Effectiveness-

● Prioritization: can set priorities and stick to them. Creates a balance between meeting short term business needs and making long-term investments in activities such as relationship building, knowledge-creation and self-improvement. Has intense client focus, and prioritizes time accordingly.

● Time management: Aligns time commitments to priorities. Makes time, regularly, for “important but not urgent” development activities. Able to delegate or eliminate activities to free up more time for key priorities.

● Career management: Takes the initiative in managing own career. Reaches out to seniors for coaching and mentorship. Willing to take calculated risks, in career path, which may broaden experience base.

● Personal renewal: Regularly seeks and takes opportunities to deepen and broaden professional skills

● Willing to undertake new, different, and/or unfamiliar assignments and tasks. Demonstrates curiosity to learn and explore.

● Firm contribution: In addition to managing major client relationships, contributes to the life and culture of the firm.

• Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Produced staffing matrix to provide adequate coverage of department.

Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service delivery. Supervised 18 trainers & CEAs and managed Recruitment, entire gamut of training function, inventory, and attrition control and client management. Maintained high standards in training & development and complied with regulatory guidelines. Selected Contributions:

● Positively influenced C-Sat scores ( the most important SLA) and ensured improvement on other SLAs by closely working with Operations and Quality Function

● Introduced training programs that enhanced employee performance and helped build a motivated workforce

● Develop the use of alternative learning methods in practice such as coaching, e learning, supervisor, shadowing to support the workforce development benchmark

● Design and deliver programs of HR related training e.g. appraisal/ appraise/ recruitment and selection/ managing poor performance/ Customer Care/ Induction Where appropriate offer such training external companies for example within Practice based commissioning, Lead on reviewing current mandatory training across the organization.

● Introduce quality control mechanisms within training that eliminates poor performance

● Identify and implement a suitable database that ensures accurate record and report functionality

● Monitor contracts with external providers of mandatory training and ensure fit for purpose and value for money

● Set up and monitor a Training and Development database of mentors (trainers), as per the mandatory requirements

● Manage training administrator, act as facilitator for workshops across the organization where appropriate

● Use existing Personal Development Plan/appraisal system to inform the commissioning of Training and Development to meet the workforce development plans and local delivery plan

● Managed Company's Learning Centre - ensuring updates, enhancements, and other improvements to the systems were kept current

● Developed and delivered appropriate marketing and communications to encourage effective use of the system

● Developed and provided quarterly reporting on training and development metrics, including number of courses, participant profiles and evaluation results, to business line clients

● Ensured evaluations were conducted on all training and development programs in line with the approved evaluation strategy

● Provided evaluation summaries to the facilitators in a timely manner

● Provided feedback to client groups and managers about training and development programs on a quarterly basis

Client Servicing-

● Mapping client’s requirements and ensuring rendering of effective solutions in line with the guidelines specified by the clients’ on Operations Shop Floor

● Identifying improvement areas & implementing measures to maximize customer satisfaction levels and ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels

● Present monthly and quarterly Account Reviews, Floor Walks for new customers

Team Management-

● Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members

● Developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency

Interacting with employees to plan their development and evaluate the progress made as well as provide development opportunities, coaching and resources

• Built rapport with attendees through active listening techniques, creating an open atmosphere that encouraged candid exchanges of ideas.
• Provided constructive feedback to participants, enabling them to improve their skills and knowledge in targeted areas.
• Established relationships with key stakeholders to identify opportunities for collaboration on new projects or initiatives related to workshop topics.
• Managed logistics for workshop events, ensuring seamless delivery and smooth coordination of resources.
• Tailored presentations to suit diverse audiences, accommodating various learning styles and preferences.
• Collaborated with team members to design innovative workshop materials, increasing overall effectiveness of training sessions.
• Maintained up-to-date knowledge on industry trends and developments, incorporating relevant information into workshops as needed.
• Monitored attendee participation throughout workshops closely enough so as not only gauge comprehension levels but also adjust pacing accordingly when necessary.
• Led debriefing sessions following each event where learners could reflect upon what they had learned in order to solidify their understanding.
• Achieved consistently high levels of participant satisfaction by maintaining a professional demeanor and providing clear, concise instruction throughout workshops.
• Remained adaptable by modifying workshop content or delivery style in response to participant feedback, ensuring maximum relevance and effectiveness.
• Developed custom workshop content to address specific client needs, resulting in positive feedback and repeat business.
• Trained other facilitators in effective teaching methods and best practices, contributing to the overall success of the organization''s training initiatives.
• Facilitated dialogue between participants, family and program workers to provide best possible program and individualized program.
• Identified areas in need of improvement and implemented solutions.
• Supported clients through development of new life skills, obtaining resources and transitioning back to society.
• Facilitated community outreach to expand participation and support.
• Coordinated with different service providers to meet clients' individual needs.

Selected Contributions:

● Facilitated ‘Customer Delight’ & ‘ Situational Leadership’ workshops for Siemens/ ‘ Customer Relationship Management’ for a Retail chain of supermarket

● Reduced staff turnover by 15%, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs for the Retail employees

● Elevated store’s guest-satisfaction index from 86% to 92% within 3 months; ensured the swift resolution of customer issues to preserve customer loyalty while complying with the policies

● Conducted Behavioral & Personality Development Program for a leading Collage students pursuing Graduation- Dempo Collage