Kai Johnson, Training Delivery Manager

About

I am a US Navy Veteran with 14 years of Business Process Outsourcing experience with Profieciency in Learning and Development.

Experience

Village Spaces

Jul 2020 – Mar 2021

California

Virtual Outreach Consultant

• Handled all Schedules, assigned and attended Meetings, Calendar Management, Data Entry, encoded information for Client Database, answered all Emails as well as Chat Inbox and managed the business Social Media. • Generated Leads, contact, communicate, & provide information to facilities/clients via E-mail & calls. • Proof-read, edited, and sent reports and contracts for current Clients and Future Employees. • Updated all Social Media and Work related information to their respective sites, and provided the most current feedback in behalf of the client. • Provided seniors with a way to expand their world through connecting with caring companions, meeting new friends, and exploring a range of daily activities. • Helped alleviate loneliness so that people can pursue a happier and healthier life. • Helped others reach a higher standard of living in such troubled times and give others a hand, to help them rise out of their loneliness and isolation during the Pandemic.

Citizens Disability

Jun 2019 – Dec 2019

Davao City, Philippines

Training Consultant and Manager (Freelance)

• Provided a Contractual partnership in order to successfully launch a Pioneer Account over several Sites. • Identified and assessed future and current training needs • Created an overall or individualized training and development plan • Deployed a wide variety of training methods • Traveled all Sites as Vertical Head for Training. • Used performance reviews and skills gap analyses to identify training needs per department, team and individual • Crafted career plans • Planned training programs based on business goals • Created, updated, and edited Curriculum based on client needs and updates. • Provided mentoring for Professional growth of all direct reports. • Oversaw learning activities, curriculum and resources • Managed quarterly and annual training budgets • Evaluated the results of learning courses • Implemented coaching sessions and mentorship programs to establish a culture of continuous learning • Recommended new training methods (including e-learning courses and game-based platforms)

Sutherland Global Solutions

Jul 2015 – Oct 2018

Philippines

Senior Training Manager

• Managed a team of 35-40 Members (Trainers) for all Healthcare vertical accounts (Healthcare Vertical Head) • Vertical Head for 4 Sites Manila, Davao, Legaspi, and Tarlac • Pioneered 2 of the LOB’s from Day 01 to Live Turn-over to Operations. • Responsible for Training Reports, and End of Month Complete Training Throughput • Overseas Team Development & Performances of all Trainers, and their respective classes/training. • Responsible for the Teams Payroll, Schedules, and all HR concerns. • Led the team in Coaching and Up-Training as well as all their regularization performances in the company. • Face to face with Clients directly, and approves all Philippine based curriculum development. • Conducted all Leadership Development, and training for all direct reports. • Conducted performance evaluations. • Provided companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. • Managed staff of classroom facilitators. • Provided performance feedback. • Conducted continuing education training. • Provided leadership development education. • Built solid cross-functional relationships. • Provided logistical support, course development, delivery, evaluation, process measurements, and cost management

United Health Group

Sep 2014 – Jun 2015

Manila, Philippines

Training Manager

•Manages a team of 20+ Members (Trainers, Interns, Comms Coaches and Leads) for 2 accounts •Responsible for updating Training and Quality process documents as per client SOW •Responsible for communicating Training improvement measures through data analysis for continuous process improvements •Develops Training initiatives based on Quality and Operational top defects then close looping in New Hire Training •Maintains and oversees team development monthly via KRA performances •Interacts with Clients and Department heads about and Training, Quality and CSAT/QA concerns or initiatives •Prepares, oversees, approves creation and updating of curriculum development •Conducts Leadership Development training for potential and future leaders •Deals with Business development for clients and potential clients

Aditya Birla Minacs

Aug 2012 – Jul 2014

Manila, Philippines

Learning Specialist Team Lead

Manage and Develop a Web Fraud Verification Team (Pioneer), performs both Foundations and Program Specifics Training for 2 other accounts ( Telco and Sales), coach, interview, recruit new-hires with the collaboration of the Recruitment team, creates modules for training, cascades up-training for operations, etc. Does all duties specific to the Training and Development Dept.

Hinduja Global Solutions

Aug 2011 – Jul 2012

Manila, Philippines

Senior Trainer

• Product specific and Communications Trainer • Trained and supervised new hires to be effective agents who will deliver excellent customer service. • Trained tenured agents on continuing education courses • Participated in client train the trainer sessions regarding training updates • Developed training materials to improve competencies and conditions of tenured agents • Ensured log ins are activated once learners transition in operations • Created weekly trainer schedule • Participated in weekly conference calls ( star call, communication forum, done in one call) and disseminates information to trainers • Exhibited different strategies of teaching (Power-point, discussions, presentations and role plays) to enhance participation between the trainer and learners • Shift Point of contact

The Results Companies

Sep 2009 – Jun 2011

Manila, Philippines

Corporate Trainer

• Facilitate training utilizing a variety of delivery formats • Attend all required train the trainer sessions for new courses and training updates • Provide feedback regarding the development of training materials • Attend calls with Managers/Learning and Development Team if needed • Deliver monthly calendar of training events scheduled for the support center • Provide regular training implementation reports • Deliver new hire training and learning measures for both new hires and update training • Deliver ongoing training to existing CSR’s • Deliver both soft skills and technical training • Develop own training content and approach to actively enhance CSR skills • Implement skills verification according to schedule

United States Navy

Sep 1998 – Jul 2008

USA

Military Servicemen

Communications and Language Specialist

Education

ACT College

Jun 2006 – Aug 2008

Medical Assitant, Health Sciences

Kai Johnson

Training Delivery Manager

Skills

Languages