Training Support Officer

• Apr 2015 - Present

Senior Administration Coordinator

• Aug 2012 - Mar 2015

Business Development: Led multiple procedural changes to drive timing and financial efficiencies in the business including the development of 10+ procedural manuals. TAE Assessor: Assessed 100+ candidates for Cert IV Training and Assessment – live training sessions. HR Duties: Hiring and induction of new staff, resource management, process improvements, conflict resolution, implementing policies and procedures in accordance with WHS and other administrative duties as required. Customer Service: Managing company reception, bookings and enquiries over the phone, emails and LiveChat.

Training Administrator

• Oct 2010 - Apr 2012

Administered the training curriculum including scheduling through LMS – Learning Management System, managing the trainer utilization and coordinating all training related communication internally. Administered the training curriculum including scheduling through LMS – Learning Management System, managing the trainer utilization and coordinating all training related communication internally.

Reservations and Ticketing Trainer

• Oct 2005 - Apr 2012

Managed end to end training of front line staff (Airport service desks, Contact Centre & Holiday stores) including the delivery of training, development of tools and information handouts, evaluation and performance management of trainees. Training courses delivered include: New hire induction training for Contact Centre, regular refresher training, holiday season promotional training, customer service enhancement, Inspirational Leadership, MS Office technical training, health & safety, workplace bullying & harassment, Drug & Alcohol policies, internet & email usage policies, Customers Service with Disability training, accounting principles and CPE – How to use the valuation system.

Supervisor / Global Training Liaison

• Apr 1988 - Apr 2000

Conducted training in Dubai on the Swissair Reservation system purchased by Emirates. Acted as training liaison between facilities in Zurich and India to implement new training processes. Facilitated the transfer of Austrian Airlines Reservation procedures from Vienna. Maintained high levels of service through Quality Control initiatives, investigative reporting and analysis of reservation systems including effective complaint resolution. Administered delivery of reservation procedures induction training, performance appraisals and roster planning.