Anisia Delia
Hagtna
Summary
Dynamic, versatile, and resourceful professional with valuable customer support and problem resolution, expertise. Solid reputation for ensuring a heightened level of customer satisfaction. Unique ability to quickly acquire product knowledge. Proactively contribute to the improvement of the working environment. Highly developed organizational skills; accustomed to maintaining high productivity level with heavy workloads. Experienced in organizational behavior and project management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Special Projects Coordinator
Department Of Administration
2021.11 - Current
- Collaborated closely with stakeholders to establish clear objectives aligned with their unique needs while maintaining alignment with organizational goals.
- Streamlined project management processes by implementing efficient tracking and communication systems.
- Negotiated contracts with vendors and suppliers, securing favorable terms that contributed to overall cost savings for organizations.
- Mentored junior team members in best practices for project management while maintaining supportive work environment conducive to learning.
- Developed comprehensive project plans, outlining objectives, milestones, deadlines, and resource requirements.
- Kept meticulous records of all costs and expenses and analyzed that data against budget.
- Collaborated with external partners to expand program reach and increase overall impact on target communities.
- Designed program implementation and maintenance plan.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Tracked and reported expenses accurately to manage program budgets.
- Developed and maintained relationships with external partners to facilitate program operations.
- Conducted outreach activities to engage local stakeholders in programs.
- Participated in community events to promote services and engage with the public.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Provided leadership, guidance, and support to staff members.
- Monitored program performance and outcomes for successful delivery of services.
Organizational Development & Training Manager
IT&E / CPL Pacific
2015.06 - 2021.10
- Collaborate with multiple stakeholders to establish clear objectives outlining behavioral and/or performance expectations
- Work closely with functional leaders to create training plans, develop training modules, coordinate and administer training for team members
- Manage Apprenticeship program to include GRAP Tax Credits
- Source outside resources for specialized training programs
- Oversee development of training program scopes and course materials
- Collect feedback from employees and make necessary curriculum updates and improvements
- Own online training sections of Learning Management System (LMS).
- Streamlined recruitment processes by implementing comprehensive applicant tracking system.
- Evaluated recruitment metrics to identify areas for improvement, implementing data-driven process enhancements.
- Coached hiring managers on interviewing techniques and legal compliance issues to ensure smooth selection process.
- Collaborated with HR colleagues on workforce planning initiatives, aligning talent needs with business objectives.
- Spearheaded succession planning efforts by identifying high-potential employees for leadership development programs.
- Organized company-wide training sessions on topics such as effective communication skills or conflict resolution techniques to enhance overall team efficiency.
- Established relationships with local universities and professional associations, expanding networking opportunities for potential hires.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Distributed employee engagement surveys to identify areas of improvement.
- Monitored progress of new hires throughout onboarding process, providing feedback and guidance as necessary.
- Established strong relationships with cross-functional teams to ensure seamless integration of new employees into their roles.
- Developed robust training materials for consistent information delivery during onboarding sessions.
- Enhanced new hire experience with personalized orientation sessions and mentorship opportunities.
- Conducted thorough needs assessments to identify gaps in existing onboarding resources, leading to improvements in content and delivery methods.
- Designed engaging presentations tailored to specific roles within organization, effectively communicating expectations and responsibilities to new team members.
- Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires.
- Provided guidance and support to managers regarding new hire integration, performance management, and development plans.
- Served as resource for managers seeking advice or assistance with their departments' unique onboarding needs
- Managed all aspects of employee lifecycle from recruitment through off-boarding, ensuring positive experience at each stage.
- Developed strong relationships with hiring managers across various departments, ensuring seamless transition for new employees into their respective teams.
- Organized welcome packages and icebreakers to get new hires quickly up to speed with colleagues and company details.
- Led professional and thorough orientation sessions, introducing new hires to key company information.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Trained new hires in technology required to access company systems and complete job tasks.
- Collaborated with different staff and management to facilitate department-specific onboarding.
- Designed customized onboarding programs for new hires, ensuring a seamless transition into the organization.
- Strengthened leadership capabilities within the organization by developing targeted coaching programs for managers.
- Maximized employee engagement levels through frequent feedback sessions and proactive recognition initiatives.
- Developed high-impact succession planning strategies to ensure continuity in key leadership positions across the organization.
- Implemented innovative performance management systems, resulting in more accurate evaluations and improved goal-setting practices.
- Achieved greater workforce alignment by revising job descriptions to accurately reflect roles and responsibilities.
Retail Operations Manager
IT&E
2011.05 - 2015.02
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
- Streamlined communication channels between departments within the store to facilitate seamless coordination on key tasks, such as inventory replenishment and customer service resolution efforts.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Supported human resources by responding to candidates and prescreening, interviewing, and hiring team members.
- Boosted overall sales performance by identifying opportunities for improvement and implementing targeted sales strategies.
- Implemented loss prevention measures by conducting regular audits, addressing discrepancies promptly, and reinforcing security protocols among staff members.
- Provided regular feedback to employees regarding their performance as part of a comprehensive talent development plan focused on individual growth potential.
- Coordinated promotional events to generate increased foot traffic into the store, driving higher sales revenue.
- Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship building efforts.
- Managed budgets effectively by monitoring expenses closely, identifying cost-saving opportunities, and allocating resources strategically.
- Determined layout of store merchandise for visual appeal to consumers.
- Oversee the expansion and renovation of all locations in Guam and the CNMI (Saipan, Tinian, Rota)
- Successfully implemented billing systems in key roles such as business process owner, functional and technical lead, and trainer.
Product and Services Coordinator
IT&E
2010.04 - 2012.05
- Create product roadmaps to establish guidelines, timelines, expectations and performance metrics
- Identify with the Product Development Manager and the Head of Analytics possible new products to bring to market
- Formulate strategies and ideas for new product or service launches develop and plan recommended actions, and implement promotions
- Create corresponding SOPs, FAQs and policies, and necessary training materials for frontline sales and service staff, as needed to implement new product launches and promotions, in coordination with various departments
- Liaise and negotiates launch and promotion details, as needed, with internal and external partners and sister companies
- Monitored performance metrics (pre and postpaid products) consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Collaborate with Marketing Department staff to ensure proper branding of the IT&E name and successful visibility of the IT&E image during all product launches, promotions, and campaigns.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Conduct training sessions with IT&E Guam/CNMI Customer Service, Sales, Wireless, Marketing, and Operator Services on new products and services; provide information such as promotional fliers and FAQs during the training's, along with the actual product for the hands-on experience.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
Education
High School Diploma -
Guam Community College
Mangilao 01.1990
Skills
- Program Administration
- Operational Efficiency
- Process Improvements
- Recruitment and retention
- Personnel training and development
- Payroll Administration and Timekeeping
- Change Management
- Working knowledge of database applications, such as
- ADP
- MindBill CostGuard
- Litmos (LMS)
- SAP Software
- Microsoft Office
Certification
- Protrain - National Retail Certification (Customer Service & Sales), 02/2014
- Training Industry – Certified Professional in Training Management, 08/2017
- Citadel – Succession Planning & Change Management, 04/2018
- Citadel – Leadership and Management Development Strategy, 10/2018
- Citadel – Organizational Development and Strategic Management, 06/2019
Timeline
Special Projects Coordinator
Department Of Administration
2021.11 - Current
Organizational Development & Training Manager
IT&E / CPL Pacific
2015.06 - 2021.10
Retail Operations Manager
IT&E
2011.05 - 2015.02
Product and Services Coordinator
IT&E
2010.04 - 2012.05
High School Diploma -
Guam Community College
- Protrain - National Retail Certification (Customer Service & Sales), 02/2014
- Training Industry – Certified Professional in Training Management, 08/2017
- Citadel – Succession Planning & Change Management, 04/2018
- Citadel – Leadership and Management Development Strategy, 10/2018
- Citadel – Organizational Development and Strategic Management, 06/2019
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