SONIA SHARMA

• Identify learning needs and recommend learning and sustainment strategies in consultation with key partners to develop solutions to achieve desired business outcomes that may include non-learning recommendations
• Manage full cycle of medium to large scale projects including developing project plan; identifying key steps, achievements, timelines, and required resources, managing stakeholders, proposing recommendations; implementation and measuring success/conducting evaluations
• Procure or build leadership and learning program content in collaboration with colleagues, consultants, subject matter experts (internal and external). Facilitate sessions as needed
• Design and lead stakeholder engagement sessions and focus groups with internal and external partners at all levels as needed
• Develop communication and change management plans, identifying required organizational touchpoints, timelines, and key messages
• Meet with leaders to provide program overviews, guidance on leader’s role in provision of information or communication of program, and mentor leaders on how to appropriately communicate action plan
• Collaborate closely with vendors and partner with internal clients to design and implement customized talent development and to enhance employee performance
• Recommend continuous improvement opportunities to enhance employee experience and advance HR People Strategy

• Facilitated the onboarding process for new streamer recruits and manage the day-to-day operations of the program, resulting in a reduction of training time from 2 weeks to 5 days, ensuring their full operational readiness
• Maintained and updated and effective training and recruitment program that aligns with the business requirements
• Developed and update training materials, including Knowledge Management articles, as needed
• Performed training needs analysis, conduct performance reviews, and implement re-training programs when necessary
• Supported end-to-end recruitment activities, including sourcing streamers from various platforms, negotiating salaries, creating contracts, and establishing start dates

• Same responsibilities as mentioned in Training Specialist role, with few added responsibilities for current role
• Acted as subject matter expert within Prize Centre to identify and facilitate process optimization
• Created and updated Skills Training Matrix that displays current skill set that each CSS has on processes or department
• Served as initial point of contact for CSS’s for troubleshooting day-to-day process issues and ensure quick resolution
• Develop and share innovative solutions on new processes or system and collaborate ideas with key stakeholders such as Directors, Senior Managers and Team leads

• Effectively developed and delivered new employee training on all Prize Centre processes to new hires and provide “refresh” training to all staff as needed to ensure employee training is up-to-date and closing performance gaps
• Trained over 50 employees who underwent a robust New Hire Training plan
• Liaised with system and process development project teams to gather required information to develop training strategy and execution plans for new systems and processes at Prize Centre
• Effectively trained staff on new systems both in class and virtually which included theoretical concepts, demos and hands on learning
• Developed and update training/education materials (e.g Presentations, help sheets, course modules, manuals) required to train on features of a new product, service, process or software
• Ensured Operations manual is kept current to all operating procedures that are executed at the Prize Centre

• Effectively coached and trained branches across the GTA, assisting over 100 staff to improve their overall Digital banking knowledge, increase new tool usage, learning new systems or processes
• Generated monthly email reports leveraging data analytics for the branch managers regarding Digital Engagement performance, tool usage such as Live Sign of branches, highlighting strengths and opportunities along with development plans
• Participated in meetings or other assigned projects, creating job aids and training manuals on various Transformational changes in a concise and easy to understand format
• Updated and uploaded all job aids and resources utilizing Sharepoint for team of coaches and branch network to access

• Engaged with customers in a call centre environment expressing empathy, investigating their concern and achieving a satisfactory resolution
• Provided clients with a formal written response on behalf of the District Vice President regarding their concern, summary of investigation and next steps of escalation

• Consistently provided Legendary experience with TD Canada Trust existing and potential customers by engaging through various Social Platforms such as Chat, SMS, Twitter, Facebook, TD Helps Forum and Email, while maintaining Service Level Agreement
• Ensured escalated customer complaints received via Twitter, Facebook and Email to internal stakeholders (i.e. CAPA, Phone Channel, TD Insurance, TD Wealth, Retail) acting as the escalation point and taking ownership to ensure the customer’s issue is resolved effectively, and feedback is shared with the appropriate department

• Met professional/personal development objectives by utilizing learning maps and external courses, internal training requirements and regular meetings and coaching sessions with my people manager
• Engaged with customers in conversation to understand and meet their current and future financial needs by proactively providing them with advice and appropriate products and services using C3; also asking for the business and seeking for other financial institution opportunities
• Contributed to the achievement of branch business objectives by meeting or exceeding individual sales targets
• Contributed to the branch objective for Operational Excellence by adhering to Credit Compliance, audit and RA (Risk Advisor) visits, mutual fund compliance, credit compliance and non credit losses.