Sheree Martin

Directed People, Culture and Capability function to enhance organisational performance and cultural transformation. Provide expert leadership in workforce initiatives, change management, and organizational development, while overseeing the support functions of Recruitment, Employee Relations, Organizational Design, Remuneration & Benefits, Compliance Training, Skills Development, HR Systems, and processes.

• Partner with the executive team to align people strategy with long-term goals.
• Optimize organizational structures to enhance efficiency and innovation.
• Implement strategic workforce planning to meet current and future talent needs.
• Drive talent acquisition to support growth aspirations.
  Use HR technology and data insights for informed decision-making.
• Ensure efficient resource allocation and financial performance of people initiatives.
• Enhance employee engagement and retention, fostering a high-performance culture.
• Develop programs to enhance senior leaders' capabilities.
• Guide organisational change initiatives to support transformation and growth.
• Continuously improve people, systems, processes, and technology.
• Provide expert guidance on talent management, organisational design, and employee relations.
• Report on team performance against strategy.
• Support career development and growth opportunities for the team.

Leading global learning and development initiatives by aligning training strategies with business goals. Promoting agile methodologies and continuous improvement to enhance customer service skills across Expedia Group brands for exceptional global customer experiences.

• Directed a team of 25 full-time employees and numerous global BPO trainers, establishing a systematic, performance-oriented approach that successfully implemented solutions and achieved sustained outcomes.
• Oversaw training delivery for contact centers, including ongoing onboarding, recurrent training programs, and training for enhanced tools, processes, and capabilities.
• Supervised a team of internal trainers responsible for training full-time agents and managed delivery across a large global external network utilizing a "train the trainer" methodology.
• Fostered partnerships with internal design and stakeholder teams to combine expertise, delivering exceptional learning experiences.
• Established and measured key performance indicators (KPIs), service level agreements (SLAs), and health metrics, advocating for a data-driven culture within the learning environment.
• Secured commitment and buy-in for training strategies and programs by demonstrating their impact on organisational results.
• Provided guidance on methods and techniques to develop effective evaluation criteria.
• Promoted an environment of open communication while ensuring the protection of sensitive information.
• Implemented mechanisms to disseminate important updates, business needs, and business outcomes
• Contributed ideas in large group settings and open forums (e.g., QBRs, OKR discussions).
  • Inspired and garnered commitment from others toward the organization's vision, mission, and values.

This strategic role supported the Expedia Global Customer Operations team and was responsible for the learning function within the broader group. to provide telesales and service support.

• Drove the strategic direction of the GCO Learning and Development team while collaborating with all appropriate stakeholders.
• Developed and evangelized best practices in training, and led a team of learning professionals in executing them.
• Effectively functioned as a key business partner, which formed part of a centralized operations team within the APAC and EMEA regional Service Delivery management team, as well as within the GCO Learning and Development team.
• Conducted training audits of centers that delivered any Expedia Inc. The training program was designed as the business required.
• Program managed core Expedia projects by providing leadership in instructional design, delivery, and innovation.
• Oversaw the training delivery that was effective for ESL audiences.
  Managed the trainer endorsement process for the APAC, and UK regions.
• Managed the Learning Management System for the regional adoption and continued use of the system.
• Defined regional training-related requirements and collaborated with the Instructional Design team to deliver strong assessments in an electronically delivered medium.
• Managed the regional relationship with the vendors to provide relevant onsite support and training to vendor agents.

This role was integral to a cultural change program that delivered an improved customer experience to Subaru customers at the retail interface, and was charged with delivering a learning environment that instills the essence of the Subaru Experience philosophy.
This role was accountable for sourcing, assessing, and implementing training solutions for Subaru Australia regarding aspects of training related to induction, sales, leadership, product, and retail training.

Manage a team of learning professionals to design, develop, implement, and continually review the learning curriculum and solutions for key customer care roles.

• Built and sustained the knowledge, capabilities, and behaviors of support teams through coaching and development.
• Lead projects and provide input in developing the strategic direction for learning in the business to achieve the Customer Care People Strategy and strategic direction.
• Acted as an advocate in driving cultural change across the business.