Jenny Ma

Experience

• 

  Sweet Kisses Jewelry

  May 2006 - Jul 2013

  Founder

  ● Manage a team of multi-disciplinary professionals to deliver results exceeding expectations. ● Ensure business operated on a balanced budget by organizing, coordinating and directing operations within the budgeting environment. ● Contribute to expanding business’ customer base through strategic marketing.● Initiate and develop strong marketing plans and pricing policy for launching of new products.

• 

  INTRIA Items Inc.

  Jun 2006 - Aug 2006

  Data Processing & Content Verification Clerk

  ● Manage client accounts● Ensure accuracy of transfers of funds between clients

• 

  Jacob

  Sept 2006 - Aug 2007

  Sales Associate

  ● Promoted company products and provided customer satisfaction● Maintaining tidiness and order of product and merchandises within the store● Team effort to met store sales goal on weekly and monthly basis

• 

  Express Scripts

  Nov 2011 - Aug 2016

  ● Developed, maintained and enhanced training workshops for all seven lines of business in the Contact Centre. Training material consists of a detailed and illustrated training manual for each line of business, agenda for the duration of session and effective call aids to mitigate downtime. Training documents are shared throughout the company to ensure processes are consistent. ● Responsible for a team of Assistants Trainers that oversees new hire on-boarding and continuing education classes. Developed Communications Primes that manages department’s visuals and SharePoint Wiki websites.● Consistently introducing new ideas to enhance the learning environment. Always incorporating creative techniques to make training interactive and effective. Also completes user acceptance testing and initiate business enhancement projects for smooth transitions of new software implementation. ● Analyzes and forecasts need for cross training to maximize production levels. Executed and exceeded 2014’s 54 skills cross training plan by 22 additional skills in a period of 4 months.● Constantly exceeding an average of 96% in the Call Centre’s overall quality requirement contracted with business partners.● Appointed United Way Chair to host charitable events to raise money within the Toronto office. Show less ● Respond to inquiries and educate members on the Home Delivery program● Provide assistance to members across the nation over the phone about their accounts in a fast paced, call centre environment● Handle and respond to members in a timely manner about issues and inquiries● Manage accurate and detailed call logs and escalations● Excellent performance: ○ Average Call Quality – 95.67% (Target 90%) ○ Average Wrap Up Time – 0.84% (Target 5.0%) ○ Average Ready to Serve Time – 99.53% (Target 97%) Show less

  • Training & Quality Assurance Coordinator

    Jul 2013 - Aug 2016

  • Assistant Trainer

    Jan 2013 - Jun 2013

  • Member Contact Centre Advisor

    Nov 2011 - Jun 2013
• 

  The Home Depot Canada

  Sept 2016 - now

  • Learning Strategy Manager

    Aug 2022 - now

  • Talent & Development Manager

    Oct 2020 - Aug 2022

  • Talent Development and Learning Specialist

    Sept 2016 - Oct 2020