Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic
Annie Valerien Sourinathan

Annie Valerien Sourinathan

Senior Training Specialist
Klang

Summary

Accomplished Training Specialist with a proven track record at Maxis Broadband Sdn Bhd, enhancing workforce capabilities through expertly designed e-learning modules and comprehensive training programs. Leveraged adult learning theory and virtual training platforms to boost team performance by 50% >. Excelled in stakeholder management and mentoring, embodying leadership and technical savvy.


Certified HRDF Trainer


ICF Certified Coach Associate Level

Overview

27
27
years of professional experience

Work History

Training Specialist

Maxis Broadband Sdn Bhd
01.2010 - Current


  • Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
  • Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
  • Developed lesson plans, instructional materials and written practice tests for inbound and outbound training courses.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
  • Collaborated with department managers to identify skill gaps and develop targeted training interventions.
  • Prepared videos for online and remote instruction. Specialized in Articulate Rise 360 & LMS.
  • Led workshops on various topics such as leadership development, communication skills, and time management, improving employee competencies across the organization.
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
  • Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.

Quality Assurance Analyst

Maxis Broadband Sdn Bhd
01.2006 - 12.2009
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Fixed identified issues to improve workflows.
  • Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
  • Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.

Credit Control Officer

Maxis Broadband Sdn Bhd
03.2005 - 12.2006
  • Visited premises of customers to directly collect payments.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods, Able to clear 13K debts collections by solving a current billing issue for Genting Resort Corporate Client
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Processed payments and applied to customer balances.
  • Accessed credit records to evaluate customer credit histories.
  • Researched accounts and completed due diligence to resolve collection problems.

Customer Service Representative

Maxis Mobile Sdn Bhd
12.1999 - 01.2004
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.

Telesales Representative

Celcom Sdn Bhd
03.1997 - 10.1999
  • Expanded client base through proactive prospecting and building strong relationships with potential customers.
  • Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
  • Answered inbound telephone calls from interested customers to persuasively discuss offerings.
  • Supported team members in achieving shared goals, contributing to a collaborative work environment.
  • Increased sales by effectively identifying customer needs and presenting tailored solutions.
  • Consistently exceeded sales targets by utilizing effective upselling techniques and persuasive communication skills.

Education

No Degree - Institute Of Chartered & Secretaries Administrator

Systematic College
Petaling Jaya, Selangor, Malaysia
04.2001 -

Skills

Training Program Development

Soft skills training

Cross-cultural Training

Training delivery

E-Learning Platforms

Online training experience

Virtual Training

Program facilitation

Learning Management Systems

Training Evaluation

Project Implementation

Needs analysis

Workshop Facilitation

Training Program Design

Adult Learning Theory

Employee Coaching

Schedule Coordination

Stakeholder Management

Presentation

Materials Preparation

Coaching and Mentoring

Customized training

Accomplishments

  • Achieved Sales Transformation for outliers by introducing Customized training module and intensive personal coaching
  • Collaborated with Contact Centre to increase NPS scores and customer experience with operations team.

Software

LMS, Articulate, Microsoft Excel, Words, PPT

Timeline

Training Specialist

Maxis Broadband Sdn Bhd
01.2010 - Current

Quality Assurance Analyst

Maxis Broadband Sdn Bhd
01.2006 - 12.2009

Credit Control Officer

Maxis Broadband Sdn Bhd
03.2005 - 12.2006

No Degree - Institute Of Chartered & Secretaries Administrator

Systematic College
04.2001 -

Customer Service Representative

Maxis Mobile Sdn Bhd
12.1999 - 01.2004

Telesales Representative

Celcom Sdn Bhd
03.1997 - 10.1999

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Annie Valerien SourinathanSenior Training Specialist