Gwyn Alda Sera

About Gwyn Alda Sera

A passionate and hard-working individual with over 10 years of experience in the Contact Center industry with a large focus in competency within the Training and Quality space. With a high culturally sensitive approach to leadership and management, specializes in building strong foundational partnerships with global sites aimed at performance improvement.

Experience

1. Sr Global Training Specialist

   Instacart

   Nov 2021 — Present

   Identify and assess the training needs by collaborating and participating in Vendor Partners’ business reviews, in turn, developing site specific training programs to address specific business needs.Host regular communication/collaboration sessions with Vendor Trainers, Team Leads and Agents to ensure alignment with key processes and goals. Drive brand values and philosophy through all training and development activities and effectively communicate with leadership, vendor trainers, Vendor Managers and key stakeholders.Coordinate and implement Vendor Partner Trainer Certification program, assessing Vendor Partner Facilitator skills and effectiveness by providing written evaluations with recommendations for improvement to ensure consistency and alignment on training delivery across all sites, globally. Regularly monitor, evaluate and report on Vendor Partner Trainers’ effectiveness, success and ROI - KPIs (Assessment Scores, graduation rate, first 30-day CSAT). Identify, curate, and update training curricula in anticipation of, or rapid response to operational needs on an ongoing basis, as well as explore new and experimental training methodologies, ensuring regular monitoring, evaluation and reporting on training program’s effectiveness, success and ROI - KPIs (CSAT, QA, Productivity).

Education

• Manila Doctors College

  Bachelor of Science (BS)

  2006 — 2010