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Work Background
MetaSenior Learning & Development Lead
Apr. 2020 - Aug. 2023SingaporeSupported cross-functional leaders to resolve 32 P0 escalations, resulting in policy updates, improved learning materials, reduced PR risk, unblocking $113M in monthly ad revenue, and aligning learning initiatives with core business priorities, achieving performance goals for 4000+ learners. Leveraged established frameworks (5MoN, SixBoxes, Bloom's Taxonomy) for strategic learning decisions, improving understanding of L&D’s business impact and solution measurement. Collaborated on the design, delivery, and continuous improvement of a comprehensive curriculum comprising 200+ modules, providing standardised onboarding and up-skilling experiences for 4000+ learners. DEI lead for Pride@ in APAC for 3 years, leading a team of 19 ICs to execute 25 regional initiatives each year, and supporting intersectionality with Women@, Disability@ and Black@ during their heritage moments annually.
AppleWorldwide Learning Delivery Lead
Mar. 2016 - Apr. 2020SingaporeLed a team of 4 Senior ICs, overseeing learning and development for 4000+ managers and support staff, resulting in successful launches of two new Apple contact centre sites in APAC and EMEIA. Collaborated with HR, PacOPs, AI/ML, and Contact Center teams to provide learning support for various initiatives, fostering strong relationships and showcasing value to the business. Developed leadership initiatives, improving manager metrics and boosting employee satisfaction scores. Established global manager mentoring across 23 sites (~60,000 agents) resulting in enhanced core metrics understanding. Redesigned our learning content analysis for a social learning platform, improving 9 US-centric product-specific curriculums with regional nuances and boosting support staff proficiency by 32%. Successfully led T4 and T3 certifications for leadership and technical product trainings, maintaining over 90% learner satisfaction using Bloom's Taxonomy. Pride@Apple ERG lead for 3 years, organizing 23 unique events that promoted Apple values and DEIB across Singapore.
Bentley SystemsRegional Account Manager (APAC)
Dec. 2014 - Mar. 2016Brisbane, AustraliaLed a high-performing team across APAC, resulting in $630k in net new software sales in just 6 months, influencing buying decisions from CXO executives to managers and fostering strong relationships with 3,100+ commercial accounts to ensure continued engagement and satisfaction. Effectively managed a high-value APAC-wide sales portfolio with an annual revenue of $2.7M. Spearheaded the development and implementation of sales and enablement programs adopted by the APAC team. Contributed to diversity and inclusion efforts to drive a culture of belonging.
Terrace WealthParaplanner & Tax Accountant
Jul. 2013 - Dec. 2013Perth, AustraliaLed the migration of a 14-page legacy paper-based system to digital web-based forms, enhancing time efficiency for customers and the business, reducing costs, and contributing to environmental sustainability. Assisted a senior financial advisor as a para-planner, conducting Financial Needs Analysis, generating financial statements of advice, and offering expertise across various financial products. Managed tax return preparation, optimizing financial outcomes by gathering spending data and financial information. Utilized accounting software such as MYOB and Handitax for financial statements and tax filings, as well as point of sale system for complete sales transactions.
The Walt Disney CompanyGuest Relations Expert & Entertainment
Jan. 2013 - Jun. 2013Orlando, FloridaManaged guest issues, ensuring a positive experience, and provided PR insights on brand risks. Contributed significantly to park entertainment through 80,000+ guest interactions asa character performer.
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