SES SOPHEAK

🧠 Learning & Knowledge Management (LKM/GOLO)

LKM uses learning science and tech to build human capability and transfer knowledge across GO and its vendor partners.

Key Responsibilities

• Designed and scaled high-quality e-learning and instructor-led content to enhance learner engagement and knowledge retention.
• Developed strategy, documentation standards, and managed wiki to facilitate effective knowledge exchange between GO and vendor partners.
• Coordinated end-to-end vendor training, assessments, and change-driven learning initiatives to ensure smooth transitions during operational shifts.
• Performance Consulting: Identify gaps via PNA/RWA and measure the impact of learning initiatives.

2026 Priorities

• AI Integration: Innovating workforce development with AI-powered tools.
• Workforce Transformation: Enabling agility and operational excellence.
• BAU Excellence: Empowering internal teams and site strategies.

⚙️ Vendor Change Management (VCM)

VCM manages the end-to-end lifecycle of any change—from policy updates to product launches—impacting Meta’s vendors and reviewers.

Key Responsibilities

• Change Lifecycle: Planning, scoping, execution, and post-launch monitoring for all operational shifts.
• Program Management: Integrating large-scale transformations from cross-functional teams (XFNs) into vendor workflows.
• Stakeholder Sync: Aligning Trust & Safety, Quality, and Vendor Ops to minimize disruptions.

Scope of Changes

• Workload: Capacity, site launches, and headcount pivots.
• Product/Policy: New product launches (GenAI, Threads), policy updates, and tool configurations.

🤝 How They Work Together

• Trigger: VCM identifies a change requiring new skills or info.
• Action: LKM develops the training, updates knowledge bases, and manages content.
• Result: Vendors receive unified communication, training, and documentation for every operational change.

• Supervisor Foundation Training – Completed April 2022
  Strengthened core leadership competencies, people management skills, performance coaching techniques, and operational fundamentals.
  First Aid & Cardiopulmonary Resuscitation (CPR) – Completed March 2025
  Certified in emergency response, first aid procedures, and life-saving techniques to support workplace safety and readiness.
  Occupational Health & Safety Committee Awareness – Completed July 2025
  Gained awareness of workplace safety standards, hazard identification, risk prevention, and committee roles in promoting a safe working environment.

Lead operations for the Cambodia market, managing team performance, quality delivery, and day-to-day execution. Drive KPI achievement across productivity, quality, adherence, and attendance through regular coaching, performance reviews, and targeted action plans.

Acted as the main escalation point for operational and policy issues, collaborating closely with stakeholders and management to facilitate smooth delivery.

• Supported platform safety by reviewing and assessing user-generated video content in line with company policies and risk standards.
• Delivered high accuracy in content tagging, escalated sensitive and high-risk cases appropriately, and consistently met quality and productivity benchmarks within a fast-paced environment.
  

• Research right potential client and networks for selling insurances
• Contact (company, organization or individual clients) to arrange meeting for new business
• Present appropriately and negotiation
• Maintain and develop relationship with client via telephone calls and emails
• Respond to incoming email and phone enquiries quickly
• Complete worksheet with request form and submit to underwriting department
• Issue policies, endorsements and quotation
• Record daily quotation and policies
• Record sales figure report (Quotations, Policies)
• Record premium every policies access
• Research the new company that has been raise and target with those companies.
• Report all the renewal noticed for teams
• Report figure report for the whole teams.

• Research right potential client and networks for selling insurances
• Contact (company, organization or individual clients) to arrange meeting for new business
• Present appropriately and negotiation
• Maintain and develop relationship with client via telephone calls and emails.

• Finding new client by internet search.
• Sending the proposal to all new company just create.
• Maintain all clients by call to visit
• Make appointment for management meeting

• Control Staff Monthly Test
• Control New Staffs training
• Control Agent Quality

• Check staff's activities
• Check agent login
• Support agents (How to provide Metfone's service to Customers)
• Check staffs uniform
• Control agent stand-by and checks-out
• Training agents about service related to Metfone company

• Additional Contributions & Leadership Engagement
  Actively contributed as a Volunteer with the Engagement Team, supporting team planning, company events, employee activities, and engagement initiatives.
  Assisted in planning and coordinating internal events, team-building activities, and company-wide programs to enhance employee morale, collaboration, and workplace culture.
  Worked cross-functionally with different departments to ensure smooth execution of events and strong employee participation.