Firdosh Mall-Tegally
Mississauga,ON
Summary
Expert-Obsessed and Customer-Obsessed Learning Experience Designer with over 3 years of experience in e-learning and content development designed for Experts to deliver exceptional service to delight customers. Possesses excellent communication and interpersonal skills enabling strong professional relationships with stakeholders, including external partners. Insightfully analyses content to create value-added learning programs (releases on new systems/process rollout) that achieve desired business outcomes. Collaborates with Customer Success Leads, partners and global/INTL teams to hone in on unique requirements to ensure training elevates the quality of customer experience. Focuses on maximizing Expert performance and quality assurance with effective training programs.
Overview
9
9
years of professional experience
Work History
Bilingual Learning Experience Designer
Intuit
Toronto
06.2019 - Current
- Develops comprehensive training courses and programs to improve customer experience and achieve business outcomes. YTD Training NPS at 63.8 % (over INTL Target 60%).
- 'Connects people to Experts' through the implementation of 'Quality' in training.
- Designs Facilitator Guides and attends classes to onboard partner trainers, monitor delivery and ensure its effectiveness.
- Assesses Experts' performance to ensure readiness for production through Certification programs.
- Manages team members for on-time training delivery; assigning and monitoring workload and mentoring.
Supportability Specialist (Bilingual Tier 3)
Intuit
Toronto, ON
06.2019 - 06.2020
- Provided support to Tier 2 Experts in T3 Slack channel.
- Created Jiras and collaborated closely with engineers to resolve product bugs.
- Effectively communicated updates on Jiras to customers.
Customer Service Specialist (Bilingual Tier 2)
Intuit
Toronto, ON
06.2018 - 06.2019
- Addressed customer escalations/OOPs and mitigated dissatisfaction by employing timely and on-point solutions within SLA.
- Provided support to Tier 1 to ensure First Call Resolutions. Increased Tier 1 efficiency and productivity by monitoring operational best practices including call handling and case documentation.
- Analyzed Tier 1 Performance Reports regularly and provided coaching.
- Held calibration sessions with Partners.
- Performed Call Quality evaluation of Tier 1 Experts.
Customer Service Representative (Bilingual Tier 1)
Intuit
Toronto, ON
06.2017 - 06.2018
- Promoted superior experience by addressing customer concerns in English and French, demonstrating empathy and resolving problems swiftly while meeting all KPIs.
Education
Graduate Certificate - Learning Design
University of Toronto
Mississauga, ON03.2023
Certificate - Information Technology
Canadian Institute of Management And Technology
Mississauga, ON07.2017
Bachelor of Science - Accounting
University of Mauritius
Mauritius 06.1996
Skills
- Course Materials Creation using Adult Learning Theories and Principles
- Training Program Management
- Learning Management System (LMS)-Docebo
- Performance Evaluation and Improvement through Certification and 'Release' Training
- Application of Quality in training
- WhatFix
- Organizational Structure Knowledge -roles at all levels
- LOBs/Product knowledge
- Partner Relationship
Accomplishments
- Led L&D (Oct 2021-Feb 2022). Spotlighted by Head of Customer Success.
- Acting L&D Lead; working closely with partners, managing training programs and season readiness.
- Collaborated with the L&D Lead in the award-winning 30-60-90 project.
- Created and managed training for the launch of the new product 'QBOAV' in Feb 2022 and Suspension queue- achieving TNPS and IR targets.
- Supported the onboarding of a UK L&D Specialist.
- Created content in French to suit the specific needs of stakeholders.
Timeline
Bilingual Learning Experience Designer
Intuit
06.2019 - Current
Supportability Specialist (Bilingual Tier 3)
Intuit
06.2019 - 06.2020
Customer Service Specialist (Bilingual Tier 2)
Intuit
06.2018 - 06.2019
Customer Service Representative (Bilingual Tier 1)
Intuit
06.2017 - 06.2018
Bachelor of Science - Accounting
University of Mauritius
Certificate - Information Technology
Canadian Institute of Management And Technology
Graduate Certificate - Learning Design
University of Toronto