Michael Fernandes
Summary
Results-driven professional with extensive experience in training and development. Known for implementing strategic initiatives that improve employee performance and organizational outcomes. Recognized for fostering team collaboration and flexibility in dynamic environments. Skilled in instructional design, leadership development, and change management.
Overview
9
9
years of professional experience
Work History
Head of Training and Development
Growe
11.2024 - Current
- Streamlined onboarding process for new hires, resulting in faster integration into the company culture and workflow.
- Spearheaded cross-departmental collaboration projects, fostering communication and teamwork among diverse teams within the organization.
- Implemented a system for tracking and reporting on workforce development metrics, providing valuable data-driven insights for executive decision-making processes.
- Increased employee retention rates by developing personalized professional development plans for each team member.
- Maintained compliance with industry regulations by staying informed about changes in legislation related to workforce development requirements, adjusting policies accordingly as needed.
- Established a mentorship program, connecting experienced employees with newer team members for ongoing support and growth opportunities.
- Enhanced employee engagement by organizing workshops focused on soft skills such as leadership, communication, and problem-solving techniques.
Training Facilitator
Digi Portugal
01.2021 - 11.2024
- I am responsible for designing, implementing, and managing training programs for online casino staff. This includes developing training materials, conducting training sessions, and assessing the effectiveness of training programs. I ensure that employees have the necessary knowledge and skills to perform their duties effectively and in compliance with industry standards and regulations.
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
- Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.
Customer Service Lead
Digital Outsource
01.2020 - 01.2021
- In this role I manage a Team and their Services overall performance
- I Provided continual knowledge Transfer and support to Ensure the team members were able to supply the best service to the company and its clients
- To do this I had to provide Honest feedback as well as managing expectations
- I also was responsible for maintaining the house
VIP Account Manager
Digital Outsource
01.2016 - 01.2020
- This role included keeping VIP Clients Services happy and organizing events for them as well as managing their account, bonuses
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
Education
Digital Outsource
Udemy
07.2024
Udemy
12.2020
Associate in Health And Fitness - Health And Fitness
International Fitness Academy
12.2013
Associate in Sports Management - Sports Management
Boston College
12.2010
Skills
- Strong at adapting
- Providing feedback
- Ability to prioritize
- Schedule Management
- Presentation
- Feedback Analysis
- E-learning design
- Virtual training
- Diversity and inclusion
- Organizational development
- Staff development
- Compliance training
Additional Information
I am a hard worker and love learning by doing and able to work as part of a team so I can both share and receive knowledge and feedback, always looking to improve myself and learn something new to improve my skills. I am also an enthusiastic individual and capable of working alone. My qualifications above are qualities I look to apply and improve in furthering my career, I believe it shows my willingness to work and learn new things. In previous jobs and my current job, my qualifications were achieved in the form of onsite training. I am a very quick learner who cares greatly about the job I do and will always be willing to work hard in order to understand and deliver to the best of my ability. As well as attend any training that will improve my skills to benefit both myself and the company.
Languages
Portuguese
Proficient
C2
Afrikaans
Proficient
C2
Spanish
Elementary
A2
English
Bilingual or Proficient (C2)
Reference
Digital Outsource Services
Operations Director - Gilbert Puente
+442036215926
Digi Portugal
Operations Manager - Jose Filho
+351932893467
Growe
Head of Customer Support - Arina Prysiazhna
+27794268903
Timeline
Head of Training and Development
Growe
11.2024 - Current
Training Facilitator
Digi Portugal
01.2021 - 11.2024
Customer Service Lead
Digital Outsource
01.2020 - 01.2021
VIP Account Manager
Digital Outsource
01.2016 - 01.2020
Udemy
Udemy
Associate in Health And Fitness - Health And Fitness
International Fitness Academy
Associate in Sports Management - Sports Management
Boston College
Digital Outsource
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