Farhana Jilani
Brampton, ,ON
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Strengths in negotiating, building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Learning Manager
Foundever ( Legacy Sitel )
11.2020 - Current
- Hired and managed large teams of trainers across multiple lines of business and inspired their performance and growth.
- Empowered Team to make decisions that would enhance training experience.
- Developed effective working relationships with other teams e.g. HR, Recruiting, WFM, Ops.
- Partnered with QA / CI Team and developed plans to promote improvement and quality in training processes.
- Resolved conflicts and negotiated mutually beneficial agreements between departments; internally and externally.
- Chaired weekly meetings with senior leadership communicating current progress towards training goals.
- Analyzed training, student outcomes and metrics to produce weekly reports for senior leadership.
- Assessed learner performance and evaluated training effectiveness. Reviewed curricula and supported development and roll out of new curricula in partnership with client.
- Conducted surveys with students upon course completion to gather feedback for improvement.
- Managed educational program budget and prepared monthly reports.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Managed new employee orientation training process for more than 500 employees each year.
- Selected and assigned instructors to conduct specific training programs.
- 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.
Lead Trainer
Legacy Sykes - (Rogers)
12.2016 - 11.2020
- Planned and arranged meetings with individuals and management to discuss learner progress.
- Maintained project schedules by managing timelines and making proactive adjustments to ensure learners were prepared on time.
- Developed work-flow charts and diagrams to ensure production team compliance with client requirements
- Supervised and provided direction for twenty direct reports regarding cable support at any one time.
- Recruited, interviewed and onboarded 50+ new instructors, boosting corporate success.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Provided virtual training and online presentations.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
Project Manager
Community Project - Education Center For ESL Students
01.2012 - 10.2016
- Facilitated workshops to collect project requirements and user feedback.
- Worked with senior leadership to ensure complex projects were completed on time and within budget.
- Defined clear targets and objectives and communicated them to other team members.
- Improved resource allocation to promote efficiency and deadline management.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Facilitated workshops to collect project requirements and user feedback.
Course Co-ordinator
The Royal College Of Surgeons Of England
05.2008 - 05.2012
- Interviewed and recommended team members for hire.
- Deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns.
- Oversaw and adhered to the department budget.
- Coordinated with internal business divisions, agency partners and local vendors to guarantee on time, cost-effective delivery of all course materials.
- Developed, coordinated and administered Courses for Specialties such as Cardio, Trauma and Emergency and Vascular portfolios.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Monitored employee work and developed improvement plans.
Adult Education Instructor
CBE Ltd
06.2007 - 04.2008
- Provided individual mentoring and special tutoring to struggling students.
- Developed vocational training program curricula and objectives.
- Created curriculum and planned course content and methods of instruction.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Taught over 150 students over the course of 12 months.
- Facilitated traditional, online and on-the-job training.
- Tutored students in social and life skills, including using public transportation, dealing with problem situations, expressing emotions appropriately and communicating with peers and employers.
Education
High School Diploma -
Kingston College
London, UK1999
Skills
- Corporate Leadership
- Influencing and Negotiating
- Critical Thinking
- Process Evaluation and Enhancement
- Performance Measurement
- Distance Learning Coordination
- Client Needs Assessment
- Providing Feedback
- Project Management
- Microsoft Office
- Supportive
- Focused
Timeline
Learning Manager
Foundever ( Legacy Sitel )
11.2020 - Current
Lead Trainer
Legacy Sykes - (Rogers)
12.2016 - 11.2020
Project Manager
Community Project - Education Center For ESL Students
01.2012 - 10.2016
Course Co-ordinator
The Royal College Of Surgeons Of England
05.2008 - 05.2012
Adult Education Instructor
CBE Ltd
06.2007 - 04.2008
High School Diploma -
Kingston College
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