Chang Ai Teng

- Led end-to-end training strategy as Lead Specialist Trainer for Safety Incidents and Transportation Platform operations, supporting Hong Kong and Taiwan markets. - Served as Subject Matter Expert (SME), maintaining up-to-date knowledge of project standards, tools, compliance requirements, and industry best practices. - Designed, implemented, and optimized customized training programs and materials aligned with operational and client needs. - Collaborated with clients and internal stakeholders to integrate effective training technologies into existing project workflows. - Supported professional, solution-focused client meetings, positioning the training team as a trusted learning and development partner. - Mentored and coached 5 junior trainers, strengthening facilitation, coaching, and instructional design capabilities. - Partnered with Operations and Quality Assurance teams to develop training solutions aligned with departmental KPIs. - Analyzed training impact using CSAT, QA scores, AHT, and FTRR trends, delivering actionable insights to the management. - Recognized as “Partner Superstar” for excellence in training delivery, collaboration, and project contribution.

- Major in Soft Skills & Safety Incidents/ Delivery Platform/ Transportation related training. - Client & new hires connection. - Conference presentation.

- Hong Kong Delivery Platform Team - Safety/Crisis Incident Response Team - Effectively communicate between different internal and external partners, liaising on issues and resolution times. - Recognized as Hamilton - TW/HK BPO 2021 Recognition - Top Performing Agent

- Develop and optimize organizations' staff development and training programs. - Evaluate existing training programs, align training programs with business objectives, and facilitate learning opportunities for various audiences. - Create course materials and teaching aids.

- Facilitate effective communication between two parties that do not speak a similar language by converting one spoken or written language to another. - Attend conferences and meetings and act as an official translator to mediate the discussion. - Report creation for conference minutes.

Specialisations: 1. Social Protection Policy (in cooperation with ILO) 2. Migration Studies 3. Risk & Vulnerability (in cooperation with UNU-EHS) 4. Governance of Innovation 5. Social Entrepreneurship & Public Policy 6. Global Governance for Development

A person who is full of passion in establishing goals and anticipated results of events and assessed outcomes. Always learn to be the international connection between Malaysia and other countries to share information and develop cross-cultural communication.