Rizqi Sabrina

Experience

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  Self-employed

  Jan 2016 - now

  Freelance Teacher
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  Nusantara Training Centre English

  Nov 2016 - Jan 2018

  English Trainer

  - Creating materials for speaking and grammar classes.- Designing assessments to track student progress.- Teaching speaking, grammar, and TOEFL preparation classes.

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  Teleperformance

  Feb 2018 - Aug 2019

  - Conducting training sessions for new hires and existing agents, including refreshers.- Monitoring and improving agent performance.- Delivering product knowledge to support and operational teams.- Developing workflows and scripts for agents.- Creating training materials and assessments for agents, team leaders, and related teams.- Ensuring smooth end-to-end implementation of client product knowledge at the agent level.- Assisting with the onboarding of new client projects. Show less

  • Customer Service Trainer

    Aug 2018 - Aug 2019

  • Customer Service Agent

    Feb 2018 - Aug 2018
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  Shopee

  Aug 2019 - May 2022

  Junior Associate (Trainer)

  - Monitoring and improving BPO agents’ performance, including QA scores, CSAT, and productivity.- Ensuring agents and team leaders maintain a strong understanding of product knowledge.- Overseeing new hire onboarding and conducting On-the-Job Assessments (OJA).- Delivering new product knowledge training and refreshers for BPO teams.- Collecting and addressing insights and feedback from in-house operations and BPO teams.- Validating initiatives and improvements proposed by in-house and BPO operations.- Designing assessments for agents, team leaders, and related teams.- Developing and updating training and refresher materials.- Creating, maintaining, and validating best practices as a central knowledge source.- Proposing initiatives to enhance ShopeeFood products and agent performance.- Leading the Knowledge Management Specialist (KMS) team in creating ShopeeFood product knowledge.- Ensuring the seamless delivery of product knowledge from Product Managers to all relevant teams. Show less

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  Convergence.id

  Sept 2022 - Jan 2024

  Trainer Supervisor

  - Mapping annual training plans for management, HR, customer support, and other departments.- Conducting weekly meetings with QA to address operational challenges and problem-solving.- Regularly monitoring staff performance, identifying issues, and implementing corrective actions in collaboration with QA.- Designing and developing effective training programs.- Conducting organization-wide training needs assessments to identify skills or knowledge gaps.- Assessing the effectiveness of training programs and their impact on employee skills and KPIs.- Setting up new projects by collaborating with Project Managers, Operational Managers, and clients.- Coordinating with the Operational and HR teams for relevant tasks.- Working as part of the People Ops Team, creating company values, ensuring proper application, and developing recruitment assessments and conducting interviews.- Gathering feedback from trainers and trainees after each training session.- Partnering with internal stakeholders and subject matter experts on instructional design.- Maintaining an updated curriculum database and training records.- Hosting train-the-trainer sessions for internal subject matter experts.- Providing day-to-day leadership and guidance. Show less

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  YEC Yureka Edukasi Cipta

  Mar 2024 - now

  English Teacher

  - Preparing teaching materials for General English, English for Specific Purposes (ESP), TOEFL, IELTS, and other English proficiency tests for academic or professional purposes- Teaching General English, ESP, TOEFL, IELTS, and other English proficiency tests for academic or professional purposes- Ensuring students achieve their learning objectives in learning English

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  Jogja English Training (JET) Centre

  Apr 2024 - Apr 2025

  Research And Development Manager

  - Designing and developing innovative English curricula and materials to meet diverse learner needs.- Overseeing the implementation and evaluation of courses, ensuring effectiveness and continuous improvement based on feedback and data.- Coordinating training programs for instructors, ensuring they stay updated on new teaching techniques and tools.- Creating assessments to measure student progress and course success, using results for course refinement.- Collaborating with internal teams and external experts to ensure courses meet student expectations.- Ensuring consistency and quality of course materials, teaching practices, and assessment methods.- Tracking and analyzing student performance and feedback to assess the impact of course content and instructional strategies.- Exploring and integrating new educational technologies to enhance learning experiences and teaching efficiency.- Managing R&D resources and budget to ensure effective allocation for course development, research, and innovation initiatives. Show less