Männedorf / Auf Dorf, Zurich, Switzerland
- Leading an internal Employee Resource Group focused on inclusion and empowerment - Organizing workshops, events and various internal initiatives - Hosting key note discussions - Facilitating selected sessions - Partnering with HR and leadership to drive culture initiatives - Collaborating and exchanging best practices with internal and external ERGs.
- Design and build end-to-end learning curricula for customer-facing teams, ensuring consistent, high-quality implementation. - Adapt global service and sales programs to local Customer & Client Service needs, creating a seamless customer journey. - Embed a structured, scalable approach to learning and development, sharing best practices to build a business-focused, learner-centric academy. - Partner with global stakeholders and functionally lead local trainers to deliver excellence across regions. - Build and manage expert networks to co-create realistic, customer-centric training content. - Continuously evaluate learning programs, assess evolving training needs and recommend future-focused improvements. - Identify and implement innovative learning methods aligned with internal frameworks. - Own and manage the training budget, delivering projects on time and within budget. - Measure learning impact across local entities, driving follow-up actions to achieve KPIs.
- Took part in a 2-month process transition, actively supporting a successful project launch through role plays, refreshers and practical exercises for ~40 employees. - Independently designed and delivered a full onboarding program for new Customer Service hires, aligned with existing e-learning content. - Partnered with Team Managers, Head of Department and key stakeholders to identify training needs and drive continuous improvements. - Delivered regular refresher and process update sessions for a team of ~70 employees. - Led an internal Quality Team to calibrate case handling standards and continuously improve service quality. - Created engaging training materials: manuals, one-pagers, presentations, toolkits, quizzes, exercises, surveys and team-building activities. - Managed end-to-end training administration (attendance tracking, scheduling, participant communication, follow-ups). - Coordinated with external vendors on training scope and session logistics. - Acted as Subject Matter Expert and knowledge platform owner. - Contributed to cross-functional projects and continuous improvement initiatives.
#IamRemarkable is an initiative empowering women and underrepresented groups to speak openly about their accomplishments in the workplace and beyond, thereby breaking modesty norms and glass ceilings. As a facilitator my role involves hosting workshops and being an ambassador for #IamRemarkable within my personal and professional networks. To learn more and join the initiative visit: g.co/IamRemarkable
> identification and response to customer inquiries via e-mail and over the phone, > issuing special services quotations and processing orders in SAP system including products’ and country specifics, > close cooperation with Licensing Department in order to comply with international regulations toward radioactive products, > updating and providing weekly reports based on current business data, > taking care of billing inquiries and invoicing issues, > complaint handling in CRM