Experience

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  Vanguard Mercantile

  • Townsville, Australia

  • Director

    • May 2015 - Present
    • Townsville, Australia

• 

  Telstra

  • Global Business Services, Exhibition Street, Melbourne, Vic, 3000

  • T2020 Heroes - Project Mercury Learning and Program Delivery Specialist

    • Mar 2020 - Jun 2020
    • Global Business Services, Exhibition Street, Melbourne, Vic, 3000

    Due to the evolving 2020 COVID-19 Pandemic Telstra required the rapid deployment and delivery of an online learning program to induct new staff across multiple onshore sites. The project was aptly titled T2020 Heroes in recognition of the many successful applicants chosen to be onboarded to work for Telstra during the 2020 Covid Global Pandemic. New staff and the Telstra Global Learning team embarked on an unprecedented challenge, to train 1000 staff in a complicated induction program involving systems training, soft skills and complaints management via a virtual classroom environment, all within a 30 day window. I was engaged on a contract basis to deliver, evaluate and manage the delivery of the NBN Consumer Faults FOH & BOH program for both front line inbound call center operators and back of house complaints managers. Target audience included cohort sizes of up to 60 learners across various sites onshore with the learning to be delivered online via Virtual Classrooms. Program delivery included curriculum covering:> Call Handling Techniques. > Complaints Management. > NBN Technology Overview. > Systems Training and CRM Navigation. > Online Nesting program for new staff. Daily tasks included but not limited to:> Create a virtual classroom for up to 60 learners. > Manage a dynamic and engaging learning environment.> Develop effective feedback and QA process capture systems for program improvement. > Coach and develop other Facilitators in the program delivery. > Create Learning scenarios and outcome based assessment tools to gauge learner comprehension and competence. > Develop and Maintain a constant communication channels across multiple platforms between Center leads, Business Unit reporting lines and learners to ensure effective learning outcome and business objectives were met. > Develop contingency plans and processes for IT and system issues, learner absences, changes to business unit outcome requirements and Covid Restriction changes.

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  Queensland Academy of Technology

  • Townsville Area, Australia

  • Training and Facilitation Specialist

    • May 2015 - Dec 2016
    • Townsville Area, Australia

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  Real Institute Australia

  • Townsville, Australia

  • Training Consultant and Learning Specialist

    • Feb 2014 - Nov 2016
    • Townsville, Australia

    While working for REAL Institute I am responsible for all aspects of the students progression towards a Cert III in Business in conjunction with relevant JSA's and networks. Classroom delivery of Cert III Business Curriculum.Engaging students from various backgrounds and literacy requirements.Complete all assessments and activities in accordance with ASQA guidelines and frameworks.Complete benchmarking activities with students.Participate in courseware and assessment validation to meet ASQA standards. Stakeholder management between the learners, JSA's and RTO's to ensure smooth transition and completion of student training.

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  Telstra

  • Australia, Philippines

  • Training Consultant and Learning Specialist

    • Feb 2008 - Nov 2015
    • Australia, Philippines

    I have delivered training and facilitated training workshops for multiple business units across Telstra's consumer space. These BU's have included:Assurance for:> NBN, > ADSL, > Consumer Faults and Wireless, Sales:> Retail BAU, > Consumer Sales and Contact Centres,> Foxtel, > Offshore Industry Partners > Sensis.Training has consisted of both facilitator lead, online and blended delivery across multiple facets of Telstra's product suites, sales methodologies and systems. This included Telstra's IT transformation requiring training across several business units in its new CRM system.I have piloted several programs including:Onshore:> NBN Assurance 2012> Foxtel rollout across Consumer Contact Centre's 2010, Offshore:> Connected Home 2013> ADSL Assurance 2011I have assisted in the development and nurturing of trainers from Telstra's industry partners and provided a hands on role in their coaching and mentoring.

• 

  Vita Group Limited

  • Townsville, Australia

  • Business Manager

    • Oct 2014 - May 2015
    • Townsville, Australia

    The Business Manager operates the Telstra Store as a profitable unit through the pursuit of maximum revenue growth and effective management of all controllable expenses, in line with company and Telstra policies, procedures and philosophies. The Business Manager performs a wide variety of duties to direct, control and co-ordinate customer service, merchandising, team member development and administrative functions.Responsibilities:> Ensuring that all team members are adhering to all internal and external policies and procedures that are outlined on our internal intranet, Vita Pulse, as well as all Telstra policies outlined on the Telstra partner portal, Retail.LIVE. > Achievement of Telstra Store monthly and annual sales budgets as set by the Area Manager. > Achievement in all areas of business to Telstra set SOE targets, in particular the key contractual areas. > Maintaining a high level of customer service by ensuring that service standards are high and that any complaints from customers about products and staff are quickly resolved to ensure outstanding NPS results. > Ensuring all team members, including myself, attend/complete all training and development within program timelines. > Maximising profitability by effectively managing wages, rostering, controllable expenses, budget allocations and ensuring all team members are coached to exceed sales and KPI targets. > Ensuring the store is maintained in line with Assurance, Marketing, VM (Telstra Visual Merchandising Audit Guidelines) and housekeeping procedures. > Keeping accurate records of sales figures and financial transactions, which include cash, cheque, EPTPOS and credit card transactions as well as any requirements as directed by Telstra in regard to Bill Pay money and procedure.

• 

  Franklyn Scholar

  • Training Consultant

    • Jun 2010 - Oct 2014

    For the past 3 years I have also both facilitated and trained Nationally Recognised Qualifications in the following courses:> Diploma of Management > Certificate IV in Business> Certificate IV in Business Administration> Certificate IV in Sales> Certificate IV in Customer Contact> Certificate IV in Retail ManagementI have also delivered training and helped refine Telstra's Stepping Into Management (SIM) program and Certificate III in Customer Contact Program.Delivered the Neethling Brain Instrument (NBI Whole Brain Thinking) course as part of a consumer Sales Manager training program.