Sylvaine Chavagnat

Experience

• 

  Essential French Language College

  Jan 2009 - Sept 2009

  French Tutor

  French tuition in an after school facility.

• 

  Apple

  Jul 2009 - Dec 2018

  • Coaching-related support to Team Managers, Area Managers, Senior Area Managers• Quality Analysis• Organizations health-check communications.• Training delivery Performance management and skills development of technical support teams working within AppleCare Customer support Customer support

  • Global Performance Support and Quality Coach -EMEA/AMR- AppleCare, Apple.

    Dec 2014 - Dec 2018

  • Team Manager: Mac & iTunes Store Customer Support- Senior level

    Jan 2011 - Feb 2015

  • MobileMe Senior Technical Advisor

    Jul 2010 - Jan 2011

  • CPU tier 1 Advisor

    Jul 2009 - Jul 2010
• 

  Apple

  Oct 2022 - now

  • Cross-Functional Collaboration: Primary partner of Business Leaders and support groups for training content requests• Training Program Implementation: utilization of the Kirkpatrick method to align training outcomes with business needs; creation and sustainment of training content, including online, self- guided training (SGT), onsite instructor-led training (ILT), and virtual instructor-led training (VILT), using the ADDIE model ("Protecting Applecare Customers' Trust", "Ready, Set, Calibrate!"," AppleCare Essentials"," Managerial Courage", "Coaching at Apple")• Project Management: definition of project scope, identification of key stakeholders, partners, deliverables, and dependencies; design and execution of of communication strategy; and design and execution of project evaluation and reporting Show less As part of Inclusion and Equity at AppleCare, I connect the Program team, vendor partners and Business leaders to implement Inclusion and Equity programs in the EMEIA region. I use my experience, judgment and commitment to quality and relationships with others to move smoothly between projects and teams, while leveraging a toolkit of strong communication, organisation and technical skills to connect with stakeholders, manage training registration, prepare presentations, and gather/analyse information to support decision making. Show less

  • Corporate Training PM, Adult Learning Consultant, Instructional Design, Content Development

    Sept 2023 - now

  • Corporate Training Content Developer, Curriculum Owner and Program Manager

    Dec 2018 - now

  • Diversity, Equity and Inclusion Program Manager (Rotation)

    Oct 2022 - May 2024