Antoinette Dick

• Evaluated success of training programs and recommended improvements to business partners to enhance effectiveness.
• Coordinated technical, theoretical, soft-skills training and personal development classes for staff members.
• Aligned training outcomes to strategic requirements.
• Link Client experience as a golden thread to all learning interventions.
• Communicated all learning and performance objectives, schedules, analyzed gaps and training assessments to stakeholders.
• Collaboration with business partners to agree on new learning strategies.
• Streamlined HR and IT efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
• Developed surveys to identify training needs, analyze gaps and support underperformance.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
• Developed departmental systems and procedures to better align workflow processes.
• Analyzed effectiveness of training programs at all levels and recommended updates.

• Assured consistent quality of production by designing and developing a new quality assurance program.
• Managed the team who inspected products and worker progress throughout production.
• Monitored staff organization and suggested improvements to daily functionality.
• Recorded, analyzed, and distributed statistical information.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Collaborated with cross-functional teams to develop and implement process and system improvements.
• Applied coaching techniques and tools to support managers and team members in improving performance.

• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Onboarded new employees with training and new hire documentation.
• Maximized performance by monitoring daily activities and mentoring team members.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Managed and motivated employees to be productive and engaged in work.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Monitored participant workflow and behaviors throughout training process.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Prepared and presented supplementary learning material to support structured lessons.

• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Relief worker for secretarial and switchboard roles
• Ordering of stock / supplies for department and payed for external vendor services

2 courses - Introduction to Marketing with specialization in Call centre Management in 2000 and Introduction to Marketing Management in 2001

Occupationally Directed Education Training and Development Practices

ID 50332

Assessor ID 115753 and ID 115755 equivalent to SCQF Level 8/9

On the job Coaching ID117877

Mentoring ID114215 equivalent to SCQF Level 8

equivalent to SCQF Level 9/10

equivalent to SCQF Level 9