Hiba Ferguson
Louisville,USA
Summary
Capable Learning Trainer with rich background in learning and training initiatives. Developed and executed engaging training programs that improved team performance and knowledge retention. Demonstrated ability to adapt teaching methods to suit diverse learning styles and foster collaborative learning environment.
Overview
11
11
years of professional experience
Work History
Learning Trainer
LUK7
02.2023 - Current
- Onboard New Hires and cross train existing employees
- Ensure all associates are trained for the right role before providing access to certain tasks
- Conduct a daily analysis on bottom performers and coach associates
- Touch-base with Operations and plan for new ways to help ensure a smooth process
- Provide constant support to Operations, Quality, and Associates in terms of Learning needs
- Conduct audit and reports to update Operations for any need of training or refreshers
Customer Returns/Problem Solver
Amazon
05.2021 - 02.2023
- Company Overview: Customer Returns/Problem Solve (SDF9)
- Process returns by verifying merchandise records and inspecting if products are worth returning back and if still is sellable
- As a problem solver, investigated the product and identified if item was processed and if item returned was the correct product
- Identified any potential fraud and escalated this
- Also part of the Quality team, performed audits ensuring optimal conditions of items and identifying damaged products
- Also, audit associates and grade their quality of workexplain any misses to ensure understanding of process
- Manage indirect jobs such as, floor support, end-of-line and PG to assist PA's with their line
- Customer Returns/Problem Solve (SDF9)
Content Developer
Transcom
06.2015 - 11.2019
- Company Overview: Content Developer (Learning & Development)
- Create content to support Transcom and its operations
- Writes, develops, revises a variety of technical content, which include eLearning and blended learning courses, but not limited to the following: Lesson Plans, Trainer's Notes, Knowledge Checks, Articles/FAQs
- Design measurable, innovative and engaging training courses that address real operational issues and business requirement
- Responsible for both converting requirements of stakeholders into training content
- Ensure all approved content developed are published to the learning management system
- Able to create high quality solutions to a deadline while maintaining eye for detail
- Content Developer (Learning & Development)
- Manage content sign off with key stakeholders
- Identify and escalate key content and learning approach opportunities that may impact learner/audience experience to the stakeholders
- Communicate and meet with a variety of different people (Operations/Support Teams/Stakeholders) to create effective content
Trainer
Transcom
09.2013 - 06.2015
- Responsible in equipping new and existing employees with the policies, procedures, skills and knowledge required
- Promote continuous improvement by following the Training Team's mission and company policies
- Administer knowledge checks and ensure that employees meet the company's pass rate
- Roll out new systems or system updates to employee
- Manage new or existing employees while on training period
- Collaborate with the team while on nesting period to understand their challenges and provide coaching to team members to meet the Key performance indicator
- Create individual performance development plans and regularly review with each team member
- Conduct Team huddle to roll out campaign updates, team performance updates and team action plans
- Monitor Key Performance Indicator and perform daily data scrubbing and analysis to report findings and challenges
- Manage daily reports and send to upper management for documentation and updates on the team performances
Education
Associate of Science - Business Administration
Ivy Tech Community College
Sellersburg, IndianaCaluluan National High School -
Caluluan National High School
01.2009
Skills
- Microsoft Office Word
- Microsoft Excel
- Microsoft Visio
- Data entry
- Powerpoint
- Presentation
- Articulate Storyline 2
- Storyline 360
- Rise Articulate
- Video editing
- Hitfilm
- Camtasia
- Powtoon
- Photo editing
- Adobe Photoshop
- Coding
- HTML
- Facilitation techniques
- Adaptive learning
- Collaborative learning
- Trainer coaching
- Cross-cultural training
- Instructional design
Accomplishments
- Improved training roster planning by creating an Excel sheet for Ambassadors., Deployed and sent out to Ops on a weekly basis.
- Identified and resolved issue with station conversion., Training started as planned.
- Created signage/postage for various events., Helped the site with necessary information.
- Provided Ops support during start-up., Resulted in faster startup.
Timeline
Learning Trainer
LUK7
02.2023 - Current
Customer Returns/Problem Solver
Amazon
05.2021 - 02.2023
Content Developer
Transcom
06.2015 - 11.2019
Trainer
Transcom
09.2013 - 06.2015
Caluluan National High School -
Caluluan National High School
Associate of Science - Business Administration
Ivy Tech Community College
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