Sean Kular

Manager of Service Excellence and Training @Hoya Vision Care

Toronto, ON, CA

Developed, delivered, and executed HOYA customer service training programs, from onboarding to ongoing development and mastery.• Partnered with leadership to align learning needs with organizational priorities and businesschallenges.• Designed and executed a portfolio of blended learning solutions for each role in customer service,allowing for a career pathway and growth opportunities for employees.• Provided differentiated instruction for various learning pathways with resources that are aligned for specific competencies and proficiency levels for each pathway.• Implemented learning solutions, including course facilitation, train-the-trainers, testing for e-learning and other delivery methods.• Aligned with HR and CC Leadership on a clear competency and role-based vision, strategy, andgoals.• Demonstrated leadership of the portfolio of curated and developed learning assets and courses.• Worked cross-channel with other departments to find ways to partner, develop and supportcompany-wide initiatives. Some departments:o Marketingo Saleso Operationso Safety