• Jun 2020 - Present

• Managed a team responsible for all enterprise-wide learning programs and initiatives including the annual National Learning Calendar, Leadership programs and Mentoring programs. • Increased my remit by becoming the dedicated Learning Partner for ten (10) claims and corporate EML business units.• Launched and achieved an NPS score of +89 for the National Onboarding Program for all virtual and face-to-face permanent employees, contractors and interns, across four (4) locations. (Sydney, Newcastle, Melbourne and Adelaide)• Designed three (3) individualised capability frameworks for frontline workers on the organisation’s LMS. • Analysed performance gaps and recommended solutions to close gaps related to knowledge, skills, and behaviour. Show less

• Oct 2017 - Jun 2020

• Led a team of twenty (20) L&D Practitioners including three (3) direct reports and seventeen (17) sub-directs. • Managed the largest function (Design & Delivery) within the Learning & Development division.• Responsible for the L&D Design and Delivery Strategy which focused on the development and deployment of blended learning programs designed to build and strengthen organisational capability across all the National and iCare business units. • Launched numerous comprehensive blended Leadership, Business, Professional Development, Claims Management and Wellbeing Programs.• Scoped, developed and implemented a range of Leadership learning initiatives from concept to implementation (including the Aspiring Leader Program, People Leader Program, and New Leader Support Mentoring Program to name a few). • Experienced in the end-to-end L&D program management, from needs analysis and solution recommendation; through to implementation, delivery, measurement & evaluation and continuous improvement. • Became the 2IC to the Head of L&D. Show less

• Sep 2015 - Oct 2017

• Promoted from ‘L&D Program Manager’ to leadership position of ‘L&D Regional Manager’ within one (1) year of employment. • Managed four (4) ‘L&D Program Managers’ based in Ireland, Eqypt and Portugal, whilst mentoring them and shaping their future endeavours.• Responsible for all contact centre training activities in the EMEA region (most complex region) which consisted of more than twenty three (23) spoken languages, spanning across eight (8) global contact centre sites. • Collaborated with the Quality division on a monthly basis to develop a quality led learning path for all EMEA contact centre sites, with the focus being on sharing best practices and methodologies from top performing sites. Show less

• Sep 2014 - Sep 2015

• Managed the training activities for three (3) contact centres sites in Lisbon, Berlin and Sao Paulo, which dealt with nine (9) localised language groups in the Sales and Support voice calls and email departments (German, French, Danish, Polish, Russian, Finnish Spanish, Portuguese and Greek). • Analysed agent metrics in Sales and Support calls to determine and rectify any skill, will or drill issues by investigating CSAT/DSAT scores (customer satisfaction/dissatisfaction), AHT scores (average handling time), FCR scores (first call resolution), Sales Conversion scores and Extended Wrap times.• Worked alongside the training team on Partner Sites to develop solutions and remedy centre gaps in agent quality and training such as repeat agent errors, documentation mistakes, tackling backlogs and breakage cases. • Developed strong relationships with various stakeholders including Heads of LOB (Line of Business), Service Delivery, Global L&D, Workforce Management and Global Vendor Sites. Show less

Training Specialist

• Oct 2013 - Jun 2014

• Awarded the ‘CEO & Young Professionals’ award in 2014 for all my work contributions. • Generated in-house training collateral for all three (3) service delivery channels – Face-to-Face (service centres), Phone (contact centres) and Digital (self-service website). • Delivered the New Starter Program, BAU training and refresher training for over three hundred (300) newcomers joining a service centre across New South Wales. • Coached the frontline leadership team on how to improve operational productivity, customer flows and queue management in their respective service centres. • Inducted head office staff in the TAP Program (Teamwork, Accountability & Passion) by covering public sector policies and protocols, as well as state government departmental overviews. Show less

• Jun 2012 - Oct 2013

• Received two (2) consecutive promotions (from ‘HR Specialist + Training,’ to ‘Special Projects Manager,’ then subsequently ‘L&D Specialist) within 3.5 years of employment. • Facilitated both accredited and non-accredited courses in vocational studies, with emphasis on career planning and development for entry-level participants.• Inducted new staff recruits into the organisation by covering organisational policies and procedures, systems and protocols, facility tours, in addition to meet and greets with active clients. • Engaged and organised external training providers and contractors to conduct in-house and client training sessions. Show less

• Oct 2010 - Jun 2012

• Managed numerous staff employment and retention contractual obligations with federal and state governments, as well as the private sector. (ANZ, CBA and Department of NSW Health) • Tracked simultaneous employment, training and small business contracts, in addition to submitting quarterly progress reports to DEEWR. (Department of Education, Employment & Workplace Relations) • Executed the CBA induction process nationally for ‘Customer Service Consultants’ in retail banking covering the company overview and vision, branch shadowing and mystery shopping. • Delivered call centre and contact centre training sessions on face-to-face, telephone and online customer service for participants. (Salmat and Staples) Show less

• Jan 2009 - Oct 2010

• Delivered ten (10) Interstate DEEWR capability training workshops for the development of the Indigenous Employment Strategy (IES) to both Indigenous and non-Indigenous HR professionals located in rural and urban communities. • Facilitated an array of soft skills workshops using adult and youth learning principles via face-to-face, combination and flexible learning styles. (Cultural Appreciation, Change Management, Effective Communication, and Mentoring workshops) • Administered the end-to-end client mentoring program; including the initial mentor and mentee training, creating training materials, and matching of participants with appropriate mentors. Show less