Amsterdam, North Holland, Netherlands
🎓 Psychology BSc & MSc | Training & Development Specialist | Customer Care Expert I design and deliver impactful learning experiences that help customer care teams grow with confidence. With a strong academic foundation in psychology and hands-on experience in coaching, HR, and corporate training, I combine empathy, communication, and strategic thinking to support people and elevate service quality.
• Deliver engaging training sessions on customer service, systems, processes, and soft skills. • Design and develop learning materials, including e-learning modules, workshops, job aids, and trainer cheat sheets. • Create practical resources such as quick reference guides and visual flowcharts to support consistent learning. • Conduct training needs analysis and apply instructional design frameworks (ADDIE, Kirkpatrick, Bloom). • Facilitate interactive, learner-focused sessions to boost engagement and retention. • Evaluate training effectiveness through feedback, assessments, and performance metrics. • Collaborate with stakeholders and subject matter experts to align training with business objectives. • Adapt content based on feedback and compliance requirements for continuous improvement.
• Empowered individuals through Co-Active coaching to unlock their potential and navigate personal and professional challenges. • Applied the Co-Active model to facilitate career development, leadership, and personal growth for clients. • Created a client-centered approach, fostering a safe space for exploration, reflection, and meaningful action.
• Developed and streamlined a comprehensive onboarding process for new hires, enhancing employee integration and satisfaction. • Designed and implemented targeted training programs, significantly improving new employee performance and engagement. • Conducted research for an educational app project, contributing to the enhancement of life skills curricula for students. • Analyzed data to provide actionable insights, supporting informed decision-making. • Featured as a guest on a scientific podcast, contributing insights that informed future university courses.
• Collaborated with internal stakeholders to align training resources with organizational goals, resulting in a 50% increase in training participation rates. • Created and analyzed KPI reports to measure the effectiveness of mandatory training programs, leading to a 30% improvement in training outcomes based on feedback scores. • Evaluated training effectiveness through comprehensive feedback analysis, enhancing program delivery and outcomes by 30%. • Established and managed proper document review processes
â–ª Conducted training needs assessments to identify gaps and opportunities for skill development. â–ª Collaborated with subject matter experts to develop and refine training content. â–ª Evaluated the effectiveness of training programs through feedback analysis and assessment results. â–ª Provided guidance and support to employees navigating learning management systems. â–ª Assisted in the organization and facilitation of training sessions and workshops
â–ª Conducted interviews for HR positions, evaluating candidates' qualifications, skills, and cultural alignment. â–ª Engaged in strategic workforce planning, generating reports for key strategic positions. â–ª Utilized Workday data for a policy survey, analyzing results to enhance employee satisfaction. â–ª Managed the recruitment process, including posting vacancies and monitoring their status. â–ª Monitored training plans in WORKDAY/Philips University, ensuring effective tracking and execution. â–ª Other projects: Supported the design of a Collaboration training playbook, created employee profiles, and provided HR learning guidance to improve collaboration, networking, and influencing skills.
Association of parents and guardians for disabled people of Eordaia - Responsible for providing psychological support to children with special needs physical disabilities, mental health problems and other emotional or social needs.