Ana Frade

Experience

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  Portuguese Navy

  Jun 2008 - Jun 2014

  Head of the Evaluation Office at the School of Naval Technologies

  Responsible for the curricular development of the School of Naval Technologies trainings.Responsible for the evaluation of the trainers and for the continuous improvement of the training processes.Responsible for the evaluation of all trainees, as well as the administrative processes inherent to this evaluation and the organization of trainee internships.

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  Universidade de Lisboa

  Oct 2015 - Nov 2021

  Orientador educacional
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  Teleperformance Portugal

  Feb 2017 - Mar 2020

  Responsible for managing a Team with 15+ Trainers and Quality Analysts in a multi disciplined contact center environment. My role requires me to oversee the development, delivery and evaluation of the training for the multilingual operations and maintain quality of service on every customer interaction.Main Responsibilities:- Understand the business metrics, identify solutions and take ownership on the implementation of the necessary actions;- Client management as point of contact in all matters related to quality and training;- Evaluate continuously the impact that training has on the actual performance;- Lead quality and training improvement initiatives;Implement the company and client standards while interacting with other departments - such as Operations, IT, Recruitment and Facilities; - Coach, support and develop both technical and soft skills of the team;- Create and develop Training content and training strategies to impact business, based on Knowledge, Skills and Attitudes;- Manage the acquisition of training material (for trainees and for trainers). Show less

  • Training Coordinator

    Nov 2018 - Mar 2020

  • Trainer

    Feb 2017 - Mar 2020
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  B-Training Consulting

  May 2021 - Sept 2021

  Training Consultant

  Training certification consultant

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  Fujitsu

  Nov 2021 - now

  The Head of Learning and Development’s primary responsibility is to develop employees at all levels in the GDC to improve the knowledge, skills and behaviors that are needed to drive business growth and realize organizational goals.Main Responsibilities:- Lead training improvement initiatives by understand the business metrics, identify solutions and take ownership on the implementation of the necessary actions through frequent consultation with GDC management;- Responsible for the creation and deployment of the Global Training Strategy;- Create, update and implement training strategies to impact business;- Participation in the construction of development plans for several roles of the company;- Implement the company standards while interacting with other departments;- Support the Head of HR in driving a high performance culture;- Manage course enrollment, registration and attendance for all classroom based courses through the iLearn Instructor-Led Training (ILT) interface;- Advise on, track and manage the annual training budget;- Manage the measurement and tracking of all training KPIs and be able to report on ROI of training investments;- Initiate relationships and partnerships with industry associations, external training providers and academic institutions;- Coach, support and develop both technical and soft skills of the team. Show less

  • Global Learning and Development Manager

    Apr 2024 - now

  • L&D Manager

    Nov 2021 - May 2024