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Work Background
London International Patients Services (LIPS)L&D Supervisor
Jun. 2025Lead the end-to-end Learning & Development function, aligning training initiatives with business needs
and operational priorities.
Conduct organization-wide Training Needs Analysis (TNA) to identify capability gaps and design
targeted learning interventions, yearly calendar, and non-training initiatives.
Design and deliver scalable learning programs across all levels, making sure solid learning journeys and
cycles exist .
Measure training effectiveness using the Kirkpatrick Model and continuously enhance program impact
and engagement.
Partner with department heads to develop role progression frameworks and career development.
Provide strategic L&D consultation to leaders to improve team performance and productivity.
Develop L&D strategies, new policies, and SOP frameworks to support organizational growth.
Lead cross-functional training delivery by managing a network of 5+ internal trainers across
departments (HR, Finance, Operations).
Coach trainers and stakeholders to ensure consistent training quality and delivery standards.
Impacting 500+ employees across all organizational levels. Recognized for building L&D and QA
systems from the ground up and driving high learner engagement (9.8/10 satisfaction).
Ability to deliver 15+ training programs (Leadership, Emotional Intelligence, Communication, Time
Management, Business Writing, etc.) across all organizational levels.
London International Patients Services (LIPS)Senior L&D Specialist
Feb. 2023 - May. 2025Delivered training programs for internal teams and external clients, ensuring alignment with business
and client expectations.
Designed customized training materials and workshops using instructional design methodologies
(ADDIE).
Managed annual L&D calendar and training schedules across departments.
Led vendor management activities, including selection, negotiation, and coordination of external
training programs.
Acted as key liaison between business leaders and L&D to align learning initiatives with operational
needs.
Designed and implemented QA performance framework, including scorecards, guidelines, and
dashboards to track KPIs and performance trends.
Delivered training across all levels, from new hires to senior leadership.
Awarded Employee of the Month within 3 months of joining the organization.
TeleperformanceLearning & Development Specialist
Dec. 2021 - Jan. 2023Delivering technical, mathematical, theoretical and soft skills sessions for all company’s employees,
programs across multiple channels (virtual & classroom).
Designed the monthly calendar and sessions’ announcements.
Delivered technical, soft skills, and behavioral training.
Designed and developed assessments for new and updated training content.
Evaluated performance of newly promoted leaders (QAs, Supervisors, Trainers) and supported readiness
through structured feedback.
Trained and developed 1000+ employees, including frontline, and management.
Teleperformance Sony & Ring AccountsSenior Quality Assurance Analyst
Jan. 2019 - Nov. 2021Led quality monitoring and performance analysis across multiple channels (Voice, Email, Chat,
Escalations)
Conducted deep-dive analysis on QA data to identify performance gaps and root causes
Led calibration sessions process with clients and internal stakeholders to ensure scoring alignment
Designed and executed coaching plans for newly promoted staff in the certification phase.
Delivering QA sessions for new hires, followed up with new hires certification process.
Audited trainers, supervisors, and junior QA teams in spot checks to ensure adherence to quality
standards.
Conducting validations for the outliers in each KPI to assess the root cause for their performance.
(FCR-AHT-VOC-Concessions-Short calls).
Teleperformance – Sony UK AccountTechnical Support Representative
Oct. 2017 - Dec. 2018Delivered high-quality technical support across multiple channels (Voice – Email – Chat)
Meeting my KPIs targets monthly, winning competitions held by the account internally and externally.
Vodafone UK AccountInternational Account Advisor
Dec. 2016 - Aug. 2017Managed billing and payment inquiries for UK customers
Recognized as top achiever during transition phase and nominated for promotion.
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