Open to opportunities

Daniela Z

@danielaz

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Experienced corporate trainer and instructional designer with a passion for learning.

Ghana

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What I'm looking for

I am looking for a role that fosters professional growth, encourages collaboration, and values innovative training solutions.

With over 10 years of experience in Customer Service and Customer Success training, I have honed my skills in Knowledge Management and Instructional Design within the telecom and technology sectors. My journey has led me to develop, implement, and manage knowledge bases for over 500 companies, impacting more than 1,000 employees globally. I take pride in designing and delivering over 300 training modules and instructional materials, utilizing platforms like Lessonly and WorkRamp to enhance learning experiences.

My expertise extends to analyzing training program effectiveness, where I achieved a remarkable 40% increase in employee performance metrics through data-driven adjustments. I have led teams to create scalable learning solutions aligned with global business goals, transforming complex technical materials into engaging resources. My commitment to continuous improvement has resulted in significant enhancements in learner comprehension and operational efficiency, making a tangible difference in customer satisfaction.

Experience

Work history, roles, and key accomplishments

Corporate Trainer

Tangoe, INC.

Jan 2018 - Jan 2022 (3 years 11 months)

Led the development and delivery of over 200 training courses for a global audience, enhancing employee performance metrics by 40%. Managed a team to create scalable learning solutions and transformed complex materials into engaging resources.

Instructional Design Training Development Project Management Team Leadership Data Analysis Performance Metrics Knowledge Management

Global Customer Service Trainer

Tangoe, INC.

Jan 2016 - Jan 2018 (2 years)

Orchestrated onboarding sessions for service desk personnel, developed targeted training initiatives, and facilitated Train-The-Trainer sessions. Managed the transition to remote training methods during the company's shift to fully remote operations.

Onboarding Facilitation Employee Development Team Collaboration Policy Training

Quality Assurance Analyst Lead

Tangoe, INC.

Jan 2015 - Jan 2016 (1 year)

Led a team of QA analysts, providing performance feedback and conducting calibration sessions to ensure adherence to quality metrics. Provided training support for new hires to align with operational goals.

Quality Assurance Team Leadership Compliance Monitoring Mentorship Continuous Improvement

Education

Degrees, certifications, and relevant coursework

Loughborough University

Instructional Designer, Instructional Design

2021 - 2024

Currently pursuing a degree in Instructional Design. Focused on developing training programs and instructional materials to enhance learning experiences and improve employee performance metrics through data-driven adjustments.

Loughborough University

Bachelor of Engineering, Chemical Engineering

2007 - 2011

BEng in Chemical Engineering. Developed and deployed over 200 training courses on LMS platforms for an international audience of 1,000+ employees, incorporating multimedia and interactive elements for enhanced engagement. Authored comprehensive technical documentation to support training initiatives, significantly reducing onboarding time for new hires.