Learning and Development Professional
Professional Development & Qualifications
Qualification: Diploma of Vocational Education and Training - Completed in 2016
Institution: HBA Learning Centre
Qualification: Diploma of Training Design and Development - Completed in 2016
Institution: HBA Learning Centre
Qualification: Diploma of Management - Completed in 2012
Institution: Australian Vocational Learning Institute
Qualification: Diploma of Business - Completed in 2012
Institution: Australian Vocational Learning Institute
Qualification: Certificate IV in Training and Assessment (TAE40110) - Completed in 2011
Institution: SELMAR Institute of Education
Demonstrated Skills & Abilities
- Extensive experience in the customer service sector
- Excellent supervision, training and coaching skills
- Demonstrated ability to consistently deliver a high standard of team leadership
- Ability to work efficiently without compromising quality or accuracy
- Excellent verbal and written communication skills
- Exceptional time management skills, with the capability to prioritise multiple tasks
- Flexible and adaptable when dealing with change
- Outstanding conflict resolution and problem solving skills
- Ability to build strong rapport with stakeholders from a diverse range of backgrounds
- Report writing, data analysis and record keeping skills
- Proficient with all MS Office products, ELMO LMS Software, Southrock LMS, Ancile uPerform authoring software, ELMO Course Builder, CRM Programs (SAP, Oracle Utilities Customer Care and Billing)
- Ability to maintain composure during periods of high stress
- Ability to work as part of a team or independently
- Strong attention to detail
- Decisive, conscientious, reliable and hard-working
- Success oriented and self-motivated
- Friendly, professional and enthusiastic disposition
- An excellent understanding of the requirements regarding Occupational Health and Safety
- Extensive experience in the customer service sector
Employment History
Capability Advisor July 2018 – Oct 2018
VicSuper
- Provided administrative assistance regarding corporate training courses, internally and through
- their training providers KAPLAN and ASFA.
- Design and Developed elearning modules using ELMO Course Builder.
- Managed enrolments into Continuous Performance Development online courses, booking external
- trainers for workshops, internal and external guest presenters, training rooms and catering.
- Administered the e-learning system programs across the organisation ensuring all relevant team
- members were enrolled into compulsory online compliance modules.
- Took on administrative aspects to support delivery of VicSuper’s corporate Induction program.
- Administered and provided basic advice on VicSuper’s supported learning Policy and Procedures.
- Administered authorised representative sign-off process and ongoing continuous professional
- development
- Supported projects and initiatives in line with VicSuper’s project management framework and
- kept stakeholders informed and managed their expectations.
- Generated monthly and quarterly capability and compliance reports using Elmo LMS Software
Training Consultant April 2017 – June 2018
Percepta
- Participated in “Train the Trainer” sessions.
- Ensured all equipment and systems are in place prior to start of class, i.e., headphones, telephones,
- computers, and software functionality.
- Partnered with Human Resources, Quality, and Operations to schedule New Employee Orientation, and departmental presentations as needed.
- Facilitated classes based on the objectives and agendas provided to maximise learner engagement and retention.
- Conducted Training Needs Analysis to determine Induction Training program required and duration.
- Designed, developed formal and informal courseware fit for purpose.
- Built strong, positive relationships with senior Ford stakeholders
- Applied adult learning principles when designing courseware and facilitating training based on learner needs.
- Able to analyse group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content
- Able to adapt delivery to re engage learners that are struggling.
- Managed the set-up of the training classrooms to ensure facilities were ready for training
- Maintained Agent Dashboard reporting for in class components including but not limited to
- attendance tracker, knowledge checks, simulated learning, and training performance metrics.
- Escalated performance issues and trends to HR and Management when identified
- Managed and addressed participants that are not meeting performance expectations.
- Attend client calibration session.
Customer Service Consultant March 2016 – March 2017
Melbourne Water
- Provided support to Melbourne Water day to day dealings across diverse services to key customer groups of Local Government, Development Services, Land Development, Asset Services and Direct Customers
- Answered customer queries and requests for Melbourne Water via the organisation’s main customer channels; phone, email and social media Facebook.
- Conducted myself with the highest standards of professionalism and service in all dealings
- Provided a high level of customer service to external and internal customers
- Delivered accuracy in the provision of information to customers
- Accurately entered customer data and requests into relevant systems to support the request process for information, advice and applications submissions
- Acted as a customer advocate in all dealings representing Melbourne Water
- Achieved service and satisfaction standards as set by the business
- Managed time and workloads to meet and exceed defined standards and business rules
- Managed multiple tasks and activities to adhere to customer service standards
- Took responsibility for personal development, always put customer service quality first, and
- clearly communicated my independent ideas
- Pursued team goals and customer orientation with enthusiasm and in a professional manner
- Positively contributed to team’s satisfaction, motivated others with friendliness, being cooperative
- and helpful
Group Facilitator November 2015 – February2016
Max Employment
- Adapted facilitation styles to suit the requirements outlined on the activity cards for each group session to maximise employment outcomes for job seekers
- Provided expert advice on job search practices and conduct job search activities as part of the group sessions
- Conducted administrative activities as required by the site business manager under the jobactive contractual and legislative requirements
- Provided a high quality service to all clients irrespective of age, gender, race, culture, religion, disability or circumstance
- Built strong rapport with clients encouraging supportive group behaviours and attitudes
- Positively influenced and motivated job seekers
- Created an environment for positive peer support that extends to post sessions.
- Facilitated a range of bespoke topics to support job seekers in their search for employment
- Delivered sessions to diverse client groups from culturally and linguistically diverse, mature age, principal carer parent, ex-offender and young job seekers.
- Managed group behaviours including challenging personalities
- Met challenging time lines
- Maintained an organised approach with well-developed time management skills
- Gained an understanding of client’s circumstances and requirements to determine additional appropriate support
- Gained an understanding of local industry and labour markets to support various jobseekers streams
Training Consultant September 2010 – August 2015
EnergyAustralia
- Designed and delivered outstanding classroom and virtual programs, specialising in customer service, sales and professional development
- Created an engaging and highly motivating learning environment
- Worked on Odyssey Project to design, develop and deliver new billing platform modules.
- Built strong rapport with adult learners from a diverse range of backgrounds
- Adapted training style and content to meet the needs of individual learners
- Identified opportunities to continually improve training programs and manuals
- Developed on-line learning content and assessment tools
- Gained an understanding of client requirements and utilise training expertise to exceed their expectations
- Prepared detailed training manuals, handouts and assessment tools
- Coordinated training logistics, including room bookings and materials
- Utilised a range of e-Learning technologies
- Inducted and up skill new and experienced employees
- Utilised exceptional change management skills in a dynamic work environment
- Positively influenced others during periods of significant change
- Utilised strong business acumen and research skills to identify training gaps, risks and issues
- Liaised closely with other departments
- Contributed positively to project teams
- Maintained accurate records of learners progress
- Utilised excellent conflict resolution skills to deal with challenging situations
- Maintained an excellent understanding of the latest industry trends and competitor activity
- Met challenging deadlines
- Closely follow all OH&S policies and procedures
Sales Consultant January 2007 – August 2010
EnergyAustralia
- Met challenging sales targets
- Delivered excellent service to customers
- Contributed positively to the team
- Trained and coached other staff members
- Maintained excellent product knowledge
- Regularly participated in professional development training to continually update skills
- Ensured that all activities complied with strict industry standards
- Maintained accurate client records
Customer Service Consultant June 2006 – December 2006
EnergyAustralia
- Delivered excellent service to customers
- Utilised outstanding conflict resolution skills to deal with escalated complaints
- Contributed positively to the team
- Met challenging productivity targets
- Maintained accurate client records