Maria Lourdes Bien

WORK EXPERIENCE

TRAINING COORDINATOR/ BOAT REGISTRATION

December 05, 2023 – Present
JLS Yachting Training Institute LLC
Dubai, United Arab Emirates

• Manage Training Requirements and Records: Oversee the training needs and documentation for both staff and clients, including onboarding new hires. Ensure all training documents are accurately scanned, uploaded, and filed, maintaining a thorough review process.
• Data Accuracy and Compliance: Guarantee data accuracy within the system and ensure timely uploads to the Ministry of Energy and Infrastructure and Dubai Maritime Authority and RYA portals.
• Coordinate and Schedule Training: Organize and schedule training sessions based on trainers’ requests and clients’ needs.
• Maintain LMS Structure: Update and manage curricula and item structures in the LMS to meet site-specific and organizational requirements.
• Manage Training Activities and Events: Plan and oversee training-related activities, shows, and events.
• License Management: Successfully managed the renewal process for licenses about lending crafts and boats, ensuring compliance with local regulations and industry standards.
• Driver Certifications: Coordinated and facilitated the renewal of licenses for boat drivers, ensuring all personnel met the required qualifications and standards.
• Regulatory Compliance: Maintained up-to-date knowledge of relevant regulations and requirements, ensuring all documentation and processes adhered to legal standards.
• Documentation and Record Keeping: Efficiently handled all necessary paperwork and digital records, ensuring accuracy and completeness for all license renewals.
•  Boat Registration Processing: Assist customers in completing boat registration forms and applications and verify the accuracy and completeness of submitted documentation. Issue new registrations, renewals, and duplicates as required.
• Compliance and Regulation Management: Ensure all registrations comply with local, state, and federal boating regulations. Maintain up-to-date knowledge of watercraft registration laws and policies. Inform boat owners of changes in regulations or requirements.
• Customer Service: Address inquiries related to boat registration processes, fees, and timelines. Guide customers on the required documentation for various registration needs. Resolve disputes or discrepancies regarding registration details.
• Data Entry and Record Maintenance: Input registration details into the relevant databases or systems. Maintain organised records of all transactions for auditing and reporting purposes. Update records promptly in cases of ownership transfers, cancellations, or updates.
•  Coordination with Authorities: Liaise with government agencies or marine authorities for regulatory updates or clarifications. Assist in reporting unregistered or non-compliant boats to the proper authorities.
• Reporting and Documentation: Prepare regular reports on registration activities, and compile documentation for audits or inspections as requested.

CUSTOMER SERVICE COORDINATOR AND TRAINER
October 01, 2022 – October 01, 2023
Maverick Transport LLC
Dubai, United Arab Emirates

• Customer Service Management: Managed customer service for partner schools in coordination with the Operations Manager, ensuring seamless communication and satisfaction.
• Training Delivery Plans: Prepared and maintained training delivery plans for all bus attendants, aligning with RTA standards to ensure compliance and efficiency.
• Soft Skills Training: Conducted soft skills training for coordinators and supervisors, enhancing their interpersonal and professional skills.
• Orientation Programs: Led orientation programs for new joiners, coached employees, investigated complaints, and prepared mitigation and action plans to address issues.
• Safety Training: Delivered comprehensive safety training for bus attendants and drivers, focusing on road and bus user safety, personal hygiene, grooming, customer service, handling misbehaving children, responding to road emergencies, incident and accident report writing, and managing stress.
• Client Presentations: Collaborated with the Operations Manager to present ideas, information, and services to clients, fostering strong relationships and client satisfaction.

• On-Site Training and Audits: Conducted on-site training, workshops, and audits in preparation for KHDA, ensuring readiness and compliance with regulations. Evaluate training needs through feedback and performance evaluations
• Training Material Development and Records: Developed training materials for transport supervisors, coordinators, drivers, and attendants, tailored to their needs and roles. Maintain training records and documentation for further evaluation and training improvements.

• Social Media Management: Managed social media accounts created and shared engaging content, and developed and executed social media strategies for specific clients, enhancing the company’s online presence.

CAPABILITY COORDINATOR
October 01, 2020 – March 04, 2022
RKHQitarat, Doha Metro Project
Doha, Qatar

• Staffing and Training Planning: Worked closely with the Customer Experience and Business Development Director, Line Managers, and Station Coordinators to determine staffing and training requirements, and plan training delivery.Developed and maintained monthly training plans for all new CEBD staff and those attending refresher training.
• Resource Scheduling: Coordinated with stakeholders to schedule training rooms, simulators, equipment, and other necessary resources for training and assessments.
• Practical Assessments Coordination: Ensured attendance at all practical assessments on planned days with designated trainers and assessors.
• Transport and Appointments Organization: Arranged ad hoc transport for scheduled training, uniform fittings, medical examinations, and biometrics appointments.
• Attendance and Issues Tracking: Monitored training attendance and sickness, escalating poor attendance to HR as needed.
• Trainer Support: Liaised with trainers regarding conduct, attendance, and performance of staff in training, providing support and coaching as necessary.
• On-the-Job Training (OJT) Coordination: Managed OJT activities, including deploying trainees, issuing workbooks, and monitoring performance.
• Training Records Maintenance: Kept accurate and up-to-date records of planned vs. actual training and assessments, reporting to the CEBD Director.
• LMS Record Accuracy: Maintained responsibility for up-to-date LMS/CAMS records, ran reports, and developed action plans with Line Service Managers and Station Coordinators to resolve issues.
• Ongoing Training Needs Identification: Collaborated with Station Coordinators to schedule quality checks, refresher training, and reassessments to maintain staff competence levels.
• Effective Rostering: Worked with the Planning and Performance Team to ensure accurate rostering of Team Leaders and Station Agents post-certification.
• People-Related Activities Coordination for HR: Assisted in the recruitment process, coordinated applicant availability and interview schedules with managers, participated in interviews and the selection process, managed applicant data, oversaw the issuance of licenses and certifications, coordinated with the Security Department for ID/access cards, assisted in payroll distribution and setting up new bank accounts for new joiners, facilitated email account setups for new and promoted staff, managed sickness, lateness, and absences during the training period, organized transportation for new joiners, facilitated uniform distribution, conducted performance reviews, and managed trainers and admin staff.

CUSTOMER EXPERIENCE STATION COORDINATOR/TRAINER/ASSESSOR
March 14, 2018 – September 30, 2020
RKHQitarat, Doha Metro Project
Doha, Qatar

• Training Module Development: Designed and developed training modules for CEBD staff based on thorough task analysis, ensuring relevance and effectiveness.
• Training Material Review and Update: Evaluated all operational training packs to align with CEBD training requirements, and revised and updated training materials as needed.
• Training Documentation Management: Oversaw the submission, review, scanning, uploading, and filing of training records in the Learning Management System (LMS), ensuring comprehensive and accurate documentation.
• LMS Data Accuracy: Maintained up-to-date and accurate data within the LMS, ensuring reliability for reporting and tracking.
• Training Reports Generation: Produced training status reports and key performance indicators (KPIs) from the LMS to monitor and evaluate training progress.
• Training Materials Update: Collaborated with the Training Department to update and control all training materials and handouts, ensuring consistency and compliance with standards.
• Staff Training and Assessment: Conducted training and assessments for safety-critical roles (e.g., Platform Screen Door, VHTS, Fire Protection and Detection Systems, Intrusion Detection Alarms, Customer Service Standards, Safety Communication, Crowd Control, and Evacuation Management), ensuring staff competence in line with company standards.
• Documentation Creation and Improvement: Developed and continuously enhanced training and assessment documentation, including training specifications, presentations, learner guides, assessments, and tests, to meet identified needs.
• Soft Skills Training: Provided training in soft skills for newly promoted staff, Station Masters, and Team Leaders to enhance their leadership and interpersonal capabilities.
• Standardization Activities Participation: Engaged in training and assessment standardisation activities and test cases at stations (tunnel and interchange) organised by clients to ensure consistency and quality.
• SOP Preparation and Presentation: Developed Standard Operating Procedures (SOPs), presented them to workgroups for approval, and ensured controlled distribution to relevant department staff and heads.
• Test Case Participation: Contributed to test cases for normal, degraded, and emergency scenarios required by clients and Independent Safety Assessors (ISA).
• Staff Audits and Assessments: Conducted audits and assessments of staff based on their roles and responsibilities during local test cases across the network, adhering to railway safety standards.
• Spot Audits Execution: Executed spot audits of station-based staff to verify adherence to KPIs and Key Performance Requirements (KPRs), ensuring consistent performance standards.

STATION OPERATIONS SUPERVISOR/CMS ASSESSOR
July 2009 – February 2018
Serco – Dubai Metro Project
Dubai, United Arab Emirates

• Station and Car Park Oversight: Acted as the primary authority overseeing operations and personnel within the station and car park, ensuring efficient and effective management of all activities.
• Emergency Management and Crowd Control: Led the safe and efficient evacuation of station premises during emergencies, including fires, while maintaining the operational status of the station and car park and ensuring passenger safety and comfort. Managed and prevented overcrowding in stations and platforms, ensuring orderly entry and exit of passengers.
• Customer Assistance: Provided exceptional support to all passengers, with a focus on those with special needs, enhancing customer service and safety during normal, degraded, and emergency operations.
• Fault Reporting and Maintenance Coordination: Reported faults, near misses, and equipment malfunctions to the Maintenance Department, ensuring timely resolution in line with KPIs and KPRs.
• Train Operation Coordination: Notified the Train Controller of any issues affecting train operations and coordinated necessary actions.
• Incident and Accident Management: Prepared and managed incident and accident reports, communicating with relevant authorities as needed.
• Event Management: Implemented crowd control measures according to local plans during major events such as New Year’s Eve at Burj Khalifa, Eid, Arab Health Conference, and Dubai Shopping Festival.
• Performance Review and Competency Assessment: Conducted performance reviews and competency assessments for Station Agents, Customer Service Agents, Car Park Controllers, and Car Park Attendants, ensuring adherence to standards.
• Test Case Participation: Participated in and ensured compliance with test cases as required by the RTA.
• Staff Audits and Coaching: Audited, assessed, and coached station staff based on their roles and responsibilities during local test cases, maintaining high performance and adherence to procedures.
• Performance Management: Oversaw station staff performance, including attendance, customer service, knowledge, and competency, ensuring compliance with Standard Operating Procedures and Work Instructions.

EDUCATION         

Polytechnic University of the Philippines
Bachelor of Hospitality Management

PROFESSIONAL SKILLS

• Excellent Communication
• Training and Development/ Team Development
• Report Writing and Analysis
• Multitasking and Organization