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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

Anonymous

Summary

Posted: 29 January 2019

Location:  Melbourne, VIC

Professional area:

  • Other
Find quickly
Send to employers

Learning and Development Professional

Summary

Posted: 29 January 2019

Location:  Melbourne, VIC

Professional area:

  • Other

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

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