Summary
Overview
Work History
Education
Skills
Timeline
Generic

AARON CHONG

Brand Experience Trainer
Singapore

Summary

Successful Corporate Trainer skilled at developing, implementing and optimizing corporate training programs. Data-driven leader with hardworking approach and clear focus on strengthening companies from inside out. Successful integrating multimedia strategies to diversify instruction and maximize success.

Overview

15
15
years of professional experience
3
3
Languages

Work History

Brand Experience Trainer

Bacha Coffee
9 2023 - Current
  • Developed and delivered comprehensive training programs for baristas and staff on coffee brewing techniques
  • Conducted in-depth coffee tasting and cupping sessions to enhance knowledge and appreciation of various coffee profiles
  • Trained staff on SOPs (Standard Operating Procedure) ensuring high standards of quality and presentation
  • Implemented multimedia strategies to diversify training methods and maximize engagement and retention
  • Monitored and assessed the performance of trainees, providing feedback and additional training as needed
  • Conducted OJT (On the job training) for new and existing staff on current and improvised SOPs
  • Delivered excellent customer service experience training via soft skills training and emotional selling
  • Developed and Delivered product trainings to corporate clients such as Pan Pacific, SIA and cruise lines
  • Evaluated the effectiveness of training programs through participant feedback and performance metrics, making adjustments to improve outcomes
  • Organized networking sessions and breakout groups to enhance participant interaction and learning
  • Assisted in the design and delivery of training programmes, creation of materials and coordinating of logistics for KOLs and influencers
  • Analyzed team performance and identified opportunities for additional training.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.

Training Executive

TDCX SINGAPORE
08.2021 - 08.2022
  • Researched and obtained relevant course materials to achieve training objectives
  • Monitored employee progress and gave feedback to management and additional training requirements
  • Developed surveys to identify training needs based on projected production processes and changes
  • Tested all training software and hardware prior to commencing training programs
  • Managed new employee orientation training process for more than 100 employees each year
  • Conducted orientation sessions and organized on-the-job training for new hires
  • Trained new hires on skills and tools needed to perform their everyday job
  • Organized and edited training manuals, multimedia visual aids and other educational materials
  • Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind
  • Delivered new employee onboarding and training sessions in person and via Bluejeans
  • Monitored participant workflow and behaviors throughout training process
  • Scheduled and taught in class and online courses to increase learning opportunities
  • Conducted training courses and prepared videos for long-term use
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Gathered and organized supplementary material to support structured lessons
  • PIC of CHAT program for the training team
  • Attended monthly QA calibrations between client and company for CHAT program
  • Helmed weekly meetings between operations team and training team
  • Conducted refresher trainings on new updates by clients for current employees.

Trainer/Quality Assurance Officer

CHUBB SINGAPORE
06.2017 - 08.2021
  • The Quality Assurance Specialist is responsible for completing 10+ call reviews per day and up to 300 calls per month while understanding the priority of the organisation
  • Reviews were done to maintain a quality compliance towards DBS bank and the insurance industry standards
  • Identified calls failing to meet the predefined standards of the bank and company and identified the problem
  • Developed and administered quality programmes for new QA guidelines training for telemarketers
  • Educated new telemarketers on company policy and QA guidelines in a side-by-side setting and coached them to improve their interactions with potential customers of the company
  • Prepared monthly reports to management on trends and training gaps in teams while consistently striving to use trends to assist with process improvement
  • Schedule and administered weekly call quality calibration sessions with relevant stakeholders from DBS bank
  • Supported team managers by gathering data from respective telemarketers for performance management via call calibration
  • Roleplay with new and existing telemarketers to prepare them for their roles
  • Evaluate customer feedback or complaints and conduct coaching to telemarketers if relevant
  • Provided Coaching and feedback of up to 50 Telemarketers
  • Worked with office management on quality improvement plans and process changes.

Trainer/Quality Assurance Officer

UOB Bank/UOI
12.2015 - 06.2017
  • To ensure sales closures are done with integrity and aligned with MAS regulations by listening to 15 calls per day
  • Reviews were done to maintain a quality compliance towards the bank and the insurance industry standards
  • Conducting training of insurance products and QA requirements to new hires in side-by-side setting
  • Doing coaching to sales staff if calls are found to be unacceptable and not aligned with MAS regulations
  • In charge of drafting up every agent's monthly reports to be presented to Head of Department
  • In charge of weekly call reviews with business partners (United Overseas Insurance)
  • Call reviews are done twice per week.

Customer Service Officer

AIG Insurance
11.2014 - 11.2015
  • Advising on home and motor insurance enquiries
  • Drafting up Motor quotations over the phone and advising on the premiums
  • Renewing Motor and Home Insurance over the phone via credit cards
  • Sending Couriers to the Insured's location for cheque pickups
  • Handling disputes
  • Attained both BCP (Basic Insurance Concepts and Principles) CGI (Certificate in General Insurance) certificates
  • Reason for Leaving: Change of Environment and to seek a role in quality assurance.

Management Support Officer

UBS Bank
11.2013 - 11.2014
  • Advising the queries of the bank's market advisors on their client's e-banking accounts
  • Educating market advisors on how to fill up the various forms of the bank for their clients
  • Preparing the e-banking welcome kits for clients and making sure that the client receives it promptly and ensuring that no client's information was leaked
  • Advising clients on how to navigate through the bank's ebanking website
  • Answering the trouble tickets that were created by the bank's market advisors and transferring it to the relevant department
  • Involved in the creation of new e-banking accounts for clients that have opened a new trading account with the bank.

Customer Care Consultant

Starhub Pte Ltd
02.2012 - 11.2013
  • Answering of Customer's queries on latest handset prices
  • Answering of Customer's queries on Contract end dates
  • Providing Level 1 Tech support on Customer's Coverage issues
  • Explaining complex billing issues to Customers
  • Taking over difficult customers from fellow colleagues under the role of duty Supervisor
  • Answering customer's queries on the latest sales promotions
  • Answering prepaid enquiries
  • Calling customers and informing them on contract end date promotions
  • Contacting various suppliers and coordinating delivery dates for events
  • Assisting Events Executive in planning of roster for Part-Time staff
  • Site visit to event location and assisting Events Executive in supervising the setup of event.

Assistant Supervisor

NYDC
10.2009 - 12.2010
  • Supervising of Shift
  • Managing of restaurant inventory
  • Opening and Closing of Restaurant
  • Planning of Staff's Schedule
  • Interaction with Customer's needs
  • Ensuring the Standard of Food that is being delivered out of the Kitchen
  • Writing Daily reports on Restaurant's activities to superiors
  • Deposit of daily sales into company's account
  • Reason for Leaving: Pursuing further studies.

Education

WSQ Advanced Certificate in Learning and Performance -

ACLP

BCP (Basic Insurance Concepts and Principles) PGI (Certificate in General Insurance) HI (Health Insurance) - undefined

Singapore College of Insurance

PGI (Certificate in General Insurance) - undefined

Singapore College of Insurance

HI (Health Insurance) - undefined

Singapore College of Insurance

Mass Communications

Kaplan Singapore
Singapore
04.2001 -

Skills

Course Materials

New Employee Training Development

Survey Management

Role Playing

Online Class Teaching

Scripted Calls

Blending Techniques

Training Method Development

Orientation and Onboarding

Training Assessment

  • Public Speaking
  • Lesson Planning
  • Planning and coordination
  • Online Instruction
  • Course Development
  • Materials Preparation
  • Curriculum Planning
  • Train-the-Trainer
  • New Hire Training

Timeline

Training Executive

TDCX SINGAPORE
08.2021 - 08.2022

Trainer/Quality Assurance Officer

CHUBB SINGAPORE
06.2017 - 08.2021

Trainer/Quality Assurance Officer

UOB Bank/UOI
12.2015 - 06.2017

Customer Service Officer

AIG Insurance
11.2014 - 11.2015

Management Support Officer

UBS Bank
11.2013 - 11.2014

Customer Care Consultant

Starhub Pte Ltd
02.2012 - 11.2013

Assistant Supervisor

NYDC
10.2009 - 12.2010

Mass Communications

Kaplan Singapore
04.2001 -

Brand Experience Trainer

Bacha Coffee
9 2023 - Current

WSQ Advanced Certificate in Learning and Performance -

ACLP

BCP (Basic Insurance Concepts and Principles) PGI (Certificate in General Insurance) HI (Health Insurance) - undefined

Singapore College of Insurance

PGI (Certificate in General Insurance) - undefined

Singapore College of Insurance

HI (Health Insurance) - undefined

Singapore College of Insurance

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AARON CHONGBrand Experience Trainer