Theresa Robert

Results-driven Learning and Development (L&D) professional with expertise in designing and implementing effective training programs. Skilled in instructional design, curriculum development, and leveraging technology for engaging learning experiences. Passionate about enhancing employee skills, improving performance, and aligning learning strategies with business goals.

01/2025-Date Learning and Development Manager (Deputy)

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Developing, implementing and administering learning strategies and programmes that are aligned with organisational objectives.

Having or gaining a full understanding of the various business units in the Reddington Group and their specific development requirements.

Embracing and implementing a range of different learning styles and types of training.

Tracking budgets, negotiating contracts, building and maintaining relationships with third party training provides.

Designing and producing training materials including e-learning content.

Assessing and evaluating the success of development plans, modifying where necessary based on user feedback.

Acting as the principal point of contract for questions from the BU and Group center customer base on all aspects of training provides.

Collaborating effectively with other relevant stakeholders.

Keeping abreast of the latest development in learning trends, changes in learning theory and developments in learning technologies.

Reviewing and designing corporate induction programmes.

Working with HR to implement a system for capturing personal and organizational development needs.

Undertaking and analyzing evaluation methods to assess the success with which learning interventions transfer to sustained on the job performance.

Presenting a professional demeanor treating all colleagues with respect regardless of their seniority.

Participating in and promoting a positive, supportive, cooperative team environment.

Attending and fully participating in staff meetings, team training and substitution where necessary.

Adhering to reddington Hospital policies and procedures and code of conduct at all times.

To acts as directed by the L&D director within the limits pf known competence.

05/2023-12/2024 Learning and Development Project Manager

 Providing leadership for the design and implementation of the L&D strategy.

 Leading key L&D projects/Trainings across the organization aligned with business needs.

 Overseeing ELF cycles, talent reviews, and leadership development initiatives.

 Coordinating quarterly and annual L&D reports to executive management.

 Driving compliance with mandatory certifications and regulatory standards.

 Collaborating with HR and departmental heads to identify skill gaps and solutions.

 Ensuring training needs analyses are conducted and prioritized effectively.

 Monitoring KPIs such as Training Completion, Satisfaction, Coverage, and Compliance.

 Overseeing the implementation and optimization of the LMS and training database/Calendar/Plan

 Leading internal L&D reviews and external audits (e.g., COHSASA compliance).

 Ensuring post-training assessments and evaluations are executed effectively.

 Keeping abreast of global trends in digital learning and healthcare education.

 Developed, implemented and monitored a learning database to document and evaluate development activity across the enterprise.

 Led the development and implementation of learning programme aligned to organizational objectives.

 Scheduled induction programme in line with business unit objectives and provided guidance to the

HR team on approved Programme, content, speakers and other relevant resources.

 Managed enterprise-wide training sessions, from the performance of a detailed needs analysis to the selection of topics, venues, and speakers, to conducting the needed pre-work, implementation of the program, documentation of feedback, evaluation of programme effectiveness and making recommendations to leadership on the next lines of action.

 Evaluated each training session to ensure the highest compliance to organizational quality standards.

 Championed the establishment of an Effective Leadership Feedback (ELF) project office to provide organized feedback to leadership on the organizational learning objectives, including developing event calendars, questionnaires for leaders and team members, ensuring compliance to schedules,

receipt and analysis of results, production analyses, and facilitation of ELF action planning sessions.

02/2017-05/2023

Reddington Hospital- Lagos

Team Leader, Customer Service

 Led and managed a team of (7) Patient Support Officers (PSOs) to achieve the customer experience objectives of the organization.

 Provided training, development, mentorship and coaching to the PSOs on key areas of customer service management and hospital policy.

 Organized workflows, set and reviewed team performance targets and enforced compliance to hospital policy and procedures.

04/2015-05/2017

Reddington Hospital- Lagos

Patient Support Officer

 Welcomed and attended to patients and visitors, ensuring a smooth and professional first point of contact within the hospital.

 Coordinated patient flow across departments to reduce waiting time and improve service efficiency.

 Assisted patients with registration, appointment scheduling, and general hospital inquiries.

 Supported patients in understanding hospital processes, billing procedures, and service requirements.

 Resolved patient complaints and service issues promptly to ensure high levels of patient satisfaction.

 Supervised and guided customer service officers to ensure consistent service delivery standards.

 Monitored daily patient experience activities and ensured adherence to hospital service protocols.

 Liaised with clinical and administrative departments to ensure seamless patient care coordination.

 Ensured accurate documentation and proper handling of patient information in line with confidentiality policies.

02/2013 -12/2014 Taafoo.Com

Quality Assurance officer

 Ensures all fashion products listed online meet defined quality standards before upload or sale.

 Inspects clothing, accessories, and footwear for defects such as stitching errors, fabric issues, sizing inconsistencies, and color mismatches.

 Verifies product descriptions, images, and specifications to ensure accuracy and consistency with actual items.

 Conducts quality checks on incoming stock before items are added to inventory or dispatched to customers.

 Monitors order fulfillment to ensure customers receive correct, undamaged, and properly packaged items.

 Handles customer complaints related to product quality, returns, and exchanges, and ensures proper resolution.

 Works closely with procurement, warehouse, and merchandising teams to maintain product quality standards.

Education

& Certification

01/2025

05/2021

04/2011

Achievement

 National Open University of Nigeria.

Master in Business Administration (MBA) - (In view)

 Chartered Institute of Personnel Management.

Associate Chartered Institute of Personnel Management (ACIPM)

 University of Calabar, Cross River.

Bachelor of Science (BSc.) Industrial Microbiology