Lalee Shafer
Doha
Summary
Dynamic trainer and instructor with 10+ years’ international experience in teaching, training, and customer service. Skilled in curriculum development, IELTS preparation, employee onboarding, and performance coaching. Strong communication skills with ability to engage diverse learners and multicultural teams.
Overview
17
17
years of professional experience
Work History
IELTS Instructor
Filipino Institute
06.2023 - 08.2024
- Provided instruction on material evaluated in listening, speaking, reading, and writing sections of IELTS General Training and Academic examinations.
- Maintained records of student assignment performance, monitoring progress over time, gathering feedback on classroom instruction, and offering individual support.
- Compiled reference materials and reviewed examination structure, requirements, and scoring to develop comprehensive lesson plans, lectures, and assignments.
- Assessed IELTS-specific characteristics of multiple choice, matching and sentence, summary, and diagram completion questions to identify techniques to take advantage of the question format.
- Kept current on modifications to test format and areas of concentration, adapting lesson plans to provide students with up-to-date guidance on the latest proficiency requirements.
- Helped students succeed through coaching, mentoring, and positive reinforcement.
- Instructed students of various backgrounds and learning styles by employing a variety of instructional resources.
Technical Instructor/Course Developer
Serco
09.2019 - 03.2021
- Provided curriculum updates to training material, including PowerPoint media, student guides, lesson plans, instructor guides, as well as reproduction of said training materials required to support different product line courses.
- Developed, directed, planned, and evaluated training programs or activities to meet external customer or internal employee learning objectives. Assignments may include training analysis, custom course development, development of criteria for evaluating the effectiveness of course objectives, and evaluation and learning assessments.
- Administered training programs to meet employee needs, which may require post-training follow-up to determine the applicability of course material or training approaches.
- Utilized enterprise-wide standard courseware development tools and applications to create blended learning solutions.
- Performed employee onboarding training and orientation to a class of up to 50. This includes assisting in developing and implementing Employee Relations policies and procedures. The class included assisting employees in creating their company profiles, choosing their benefits package, code of ethics and conduct training, setting up banking profiles for payroll, timesheet guidelines, and work safety.
- Administered grades, recorded test results, and coached trainees to improve their performance.
- Collaborated with management to identify company training needs.
- Supported and mentored new employees to improve turnover rate.
- Tracked and kept employee attendance during training classes.
Quality Control Clerk
Serco
10.2016 - 09.2019
- Used subject-matter knowledge of eligibility-related processing rules to record the accuracy and completeness of tasks performed by eligibility support workers (ESWs).
- Provided feedback to ESWs during over-the-shoulder observations to stop the error from being processed.
- Notified Product Control Clerks when work guidance is determined out of date, not consistent, or cannot be applied accurately.
- Wrote JIRA tickets for work guidance questions, corrections, and clarifications.
- Monitored calls to ensure call center agents were interacting with customers in accordance with the company’s set guidelines and provided feedback after the observation.
- Assessed agents’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy.
- Documented observations and submitted reports to managers for evaluation.
General Clerk II/Eligibility Support Worker
Serco
04.2016 - 10.2016
- Posted information to agency records and modified forms or records upon consumer's request.
- Recorded and input information to internal database records.
- Conducted inbound and outbound telephone calls.
- Performed data entry and retrieval and performed arithmetical computations.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Maintained required production and quality standards as outlined by contract.
Customer Service Representative
Fort Sill National Bank
02.2015 - 03.2016
- Performed banking procedures and services over the phone and responded to all inquiries accordingly.
- Improved customers’ banking experience by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
- Documented and updated customer records based on interactions.
- Channeled complex customer complaints and challenges to the right quarters for effective resolution.
- Routed calls to the appropriate departments when needed.
English Instructor
Musical English
09.2008 - 12.2014
- Taught English to Korean students from pre-school to high school level.
- Organized and directed special school plays.
- Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
- Trained and evaluated new teachers as part of their training for the company.
- Led weekly workshops as a lead teacher to ensure that the teachers are continuously trained and engaged in their job.
- Conducted class demonstrations as a sales pitch to obtain new clients.
English Instructor
GAVA Language Institute
09.2009 - 09.2010
- Taught English as a Second Language (ESL) to adult Korean students. The class is comprised of college students and professionals working for multinational companies.
- Administered grades, recorded and critiqued examinations; prepared and administered remedial assignments, and created test questionnaires that catered to the students' learning level.
- Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
- Enhanced overall student success with personalized feedback, constructive criticism, and one-on-one tutoring sessions.
CAD Operator/ Civil Engineer Trainee
Hanawin Architecture Company
12.2007 - 07.2008
- Assisted in projects as an AutoCAD operator, prepared and organized project portfolios and presentations for clients.
- Prepared documents for bidding and acted as an administrative assistant in business meetings with foreign customers.
- Taught fellow Korean employees English for an hour every day.
- Translated company profile and information from Korean to English.
- Enhanced project efficiency by creating and modifying detailed CAD drawings for various engineering projects.
Education
Master of Science - Human Relations
Oklahoma University
USA01.2019
Graduate Certificate - Human Resource Diversity and Development
Oklahoma University
USA01.2019
Bachelor's Degree - Civil Engineering
Central Philippine University
Iloilo City01.2007
Skills
IELTS & ESL Instruction
Corporate Training & Curriculum Development
Quality Control & Data Processing
Customer Service & Client Relations
Microsoft Office & E-Learning Tools
Multilingual: English, Tagalog, Korean
ADDITIONAL INFORMATION
Multi-lingual Tagalog, English, and Korean
Timeline
IELTS Instructor
Filipino Institute
06.2023 - 08.2024
Technical Instructor/Course Developer
Serco
09.2019 - 03.2021
Quality Control Clerk
Serco
10.2016 - 09.2019
General Clerk II/Eligibility Support Worker
Serco
04.2016 - 10.2016
Customer Service Representative
Fort Sill National Bank
02.2015 - 03.2016
English Instructor
GAVA Language Institute
09.2009 - 09.2010
English Instructor
Musical English
09.2008 - 12.2014
CAD Operator/ Civil Engineer Trainee
Hanawin Architecture Company
12.2007 - 07.2008
Graduate Certificate - Human Resource Diversity and Development
Oklahoma University
Bachelor's Degree - Civil Engineering
Central Philippine University
Master of Science - Human Relations
Oklahoma University