Christopher Luies

1st Sep 2016 to 1st Nov 2024

Salary Package

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Roles & Responsibility

Sr. Team Lead - Learning & Development responsible for leading the end-to-end training lifecycle, including TNA, design, delivery, evaluation, and continuous improvement. Successfully delivered induction, refresher, and upskilling programs for 300+ hires with 90%+ certification success. Developed role-based training aligned to business goals and client expectations. Managed 30+ trainers and SMEs, improving effectiveness by 20%. Collaborated with Operations and QA to close performance gaps and support leadership pipelines. Utilized data-driven approaches to reduce escalations by 25% and enhance L&D impact visibility by 35%. Led Train-the-Trainer initiatives and ensured compliance with quality standards.

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1st May 2013 to 1st Jun 2016

Salary Package

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Roles & Responsibility

Lead Trainer, Learning and Development Spearhead comprehensive training programs, including Google My Business certification for 150+ agents, achieving a 92% success rate. Conduct training needs analysis and develop end-to-end curricula for North America support processes. Enhance SLA adherence by 18% through targeted training impact assessments and QA calibrations. Design and maintain monthly ROI dashboards integrated into client business reviews. Lead stakeholder alignment initiatives, boosting feedback turnaround accuracy by 40%, driving continuous improvement and operational excellence across teams.

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