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