Claudette Canoy
Pakuranga, Auckland,AUK
Summary
- Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
Work History
Training Director
Sagility
01.2021 - Current
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Coordinated technical training and personal development classes for staff members.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Implemented new learning strategies depending upon employees' skill levels.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
Senior Training Manager
HGS - Hinduja Global Solutions
04.2016 - 12.2020
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed new hire training, up skilling and cross skilling requirements on US Healthcare product specifics
- Implemented varied training methodologies catering to both brick and mortar or virtual learning
- Creates learning strategies which aims to improve speed to proficiencies and in turn contributes to operations' efficiency
- Ensures training capacity and resource utilization at its optimum as aligned to Operational requirement. Maintains an optimum support ratio based on training needs
- Well exposed in client facing for any business reviews and discussions including consultations relative to Training Needs
- Involved in audit, certification and compliance checks in maintaining adherence to different policies and procedures based on audit standards such as ISO, HIPAA, CMM to name a few
Site Training Manager
HGS - Hinduja Global Solutions
05.2014 - 03.2016
- Responsible for all training deliverables across all business segments aligned to a particular site
- Involved in selection process for new hires
- Managed training performance aligned to Operational KPIs and goals
Operations' Shift Manager
HGS - Hinduja Global Solutions
11.2011 - 04.2014
- Mentored supervisors/Team Leaders to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance focusing on first call resolution, customer satisfaction and overall satisfaction
- Worked closely with team members to ensure shift schedule and break adherence are met
- Managed daily shrinkage, occupancy and productivity at its optimal based on client targets and expectations
Team Leader
HGS - Hinduja Global Solutions
04.2007 - 10.2011
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Customer Service Advocate
HGS - Hinduja Global Solutions
03.2006 - 03.2007
- Addressed customer service queries relative to US healthcare benefits and eligibility, claim status and payments, referral and pre-certification and appeal status
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
Nutritional Counselor
C3
04.2005 - 02.2006
- Provided inbound and outbound nutritional counselling for both expecting and breast feeding mothers
- Promoted breast feeding and highlighted importance of breast feeding
- Provided breast milk and infant/children vitamin supplements when asked
- Promoted pregnancy-related forums/sessions for expecting Mothers
Nutritional Counselor
Bristol Myers Squibb
09.2004 - 03.2005
Teaching Faculty Member
Emilio Aguinaldo College
11.2002 - 04.2004
- Handled and facilitated all courses under Physical Therapy curriculum
- Created/updated course syllabus for Physical Therapy subjects as assigned
- Kept students on-task with proactive behaviour modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
- Advised and counselled students to help them develop skills and knowledge required to succeed.
Physical Therapist
Private Practice Setting
01.2000 - 10.2002
- Educated patients and family members regarding diagnosis, injury prevention, and therapeutic treatments.
- Adapted therapy sessions and exercises according to patient progress and limitations.
- Supported patients' progress and physical health by prescribing and demonstrating at-home exercises.
- Planned individually-designed treatment programs to restore, maintain and improve physical functioning, alleviate pain, and prevent disability.
- Recorded patient prognosis, treatment and responses into reports and patient charts.
- Conducted clinical assessment and evaluation to determine patient needs.
- Managed acute and chronic conditions with full understanding regarding complex therapy needs.
Education
Bachelor of Science - Physical Therapy
De La Salle University
Dasmarinas, Cavite Philippines04.1998
Skills
- Certified Learning and Development Professional
- Certified Green Belt Six Sigma
- Project Management Trained
- Build Training Manuals
- Staff Presentations
- Educational Opportunities
- Strategic Goals
- ADDIE Expertise
- Resource Management
- Workflow Process Improvement
- Customer Loyalty
- Learning Strategies
- Learning Outcomes Tracking
- Project Management
Timeline
Training Director
Sagility
01.2021 - Current
Senior Training Manager
HGS - Hinduja Global Solutions
04.2016 - 12.2020
Site Training Manager
HGS - Hinduja Global Solutions
05.2014 - 03.2016
Operations' Shift Manager
HGS - Hinduja Global Solutions
11.2011 - 04.2014
Team Leader
HGS - Hinduja Global Solutions
04.2007 - 10.2011
Customer Service Advocate
HGS - Hinduja Global Solutions
03.2006 - 03.2007
Nutritional Counselor
C3
04.2005 - 02.2006
Nutritional Counselor
Bristol Myers Squibb
09.2004 - 03.2005
Teaching Faculty Member
Emilio Aguinaldo College
11.2002 - 04.2004
Physical Therapist
Private Practice Setting
01.2000 - 10.2002
Bachelor of Science - Physical Therapy
De La Salle University
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