• In collaboration with the HR Manager as required, review the Group Training and Development framework to ensure “fit for purpose” within the current business strategy.• In line with the group needs, lead the implementation of the T&D frameworks. Including, providing advice and support to operational managers and leaders as required as to support this integration.• Drive operational efficiency of both face to face and online training programmes by the continualmaintenance of group resources.• Ensure that group training resources stay relevant, and reflect quality, up to date and evidentiarypractices.• Support the Operations Managers in the continual assessment of training needs.• Whilst conducting assessments to identify groupwide gaps in skills and knowledge, uphold andmaintain the Group T&D database and trainingrecords.• Alongside the employing manager and Recruitment Advisor, manage the induction process of new employees into Group. Inclusive of establishing a T&D plan for all inductees with the support of the Hiring Manager.

Create videos for companies to engage their audience and promote their product.• Created videos for Grammy Nominated DJ Rectangle to promote his CD releases.• Created End of Year video for the NZ Distribution Centres at Fonterra.• Created promotional videos for NZRELO an Australian website for Kiwis moving to Australia.• Created promotional videos for the Wellington Sevens to promote artists playing at the event. Also created music videos with DJ RAW to be played at the event to remember Prince, David Bowie and George Michael.

Learning Management and Delivery⦁ Designing and delivering the learning strategy and framework, including measures of success, for the project⦁ Conducting a learning needs analysis and designing an outcomes-based learning curriculum for each role/team undergoing change ⦁ Utilising the technology and standard training materials available (from vendor) to design and deliver a blended learning approach⦁ Working collaboratively with the Change Lead, Business Workstream Lead and Subject Matter Experts to ensure the learning approach and training delivery is fit for purpose from both the perspective of the project delivery and ongoing business as usual requirements⦁ Creating and managing the schedule for development, approval and publishing of all training materials⦁ Design and development of training materials and job aids to a high standard⦁ Identifying the training environment and training data requirements, and managing these environments over the project phases⦁ Managing the training logistics and calendar, including scheduling sessions, co-ordinating invitations, room and resource bookings, training kits etc⦁ Delivering training as required, with support from subject matter experts⦁ Evaluating the learning delivery to identify successes, areas of improvement, knowledge gaps, individual needs and levels of comfort, and implement learnings for future phases⦁ Developing business-as-usual processes to ensure the learning approach developed within the project is successfully embedded into business-as-usual activities after each project phase is complete⦁ Providing support to wider change management activities, as required by the Change Lead

• Complete needs analysis to identify, develop and design training and learning solutions for both induction and seasonal training for the Customer Experience Centre;• Collect, report and maintain all training data and documentation;• Design best practice and continually improve learning opportunities through Quality Assurance tracking and reporting;• To have efficient work practices that will contribute to meeting the MINDA Service Level;• Results focused, meeting set targets, and adaptable to customers changing requirements;• Demonstrate positive team behaviours to contribute to creating a supportive environment and company culture.

To prepare and deliver training on the use of the SITS:Vision software that builds confidence in its use, develops understanding around changed business processes and enables high levels of adoption.

I have been the full time carer for my mother who was diagnosed with cancer in October 2016

Manage the NZDC Training Team’s overall management system, and to lead the design, development and management of training material.

The NZ Distribution Centre Trainers core responsibilities include: • Delivering business education and training in the core training areas• Providing assessments of NZ Distribution Centre competency against the training material • Construction of training material where required • Maintenance of training records • Delivery of group and one on one training, both in person and via Lync• Co-ordination of training courses including both external and internal courses

• Extensive experience in facilitating induction courses for Telecom contact centres. I was a key part of the team that helped create the first Agents at Home Induction, this won three Platinum awards at the LearnX Impact Awards 2013. I also facilitated the first two inductions for Agents at Home.• During this period I have spent a total of 7 months designing and facilitating Telecom training material to offshore reps in Manila, Philippines. • Instructional Design of training material for Telecom contact centres. Including use of multimedia (video, PowerPoint, audio, e-learning).• I was a member of key project teams to ensure effective delivery of change management communications to front line agents within the Telecom business including instructional design to communicate GST changes.• I have excellent written, verbal, facilitation skills and experience.• I am adept at creation of storyboards, scripts and creative material as well as clear learning objectives that align to deliverables.• I am good with time management and working within project deadlines.• I am collaborative by nature and am also comfortable to champion change and respectfully challenge the status quo.• I have excellent computer knowledge and am proficient in the use of most operating systems and creative programs.

Management of agents responsible for retention of customers with the Smart Telecom customer base.

Providing customers with a Broadband or Landline solution that meets their needs. Answering general customer queries and directing them to the correct department. Meeting daily and weekly targets.

Frontline agent supporting customer enquires for Telecom 123 call centre as well as performance to sales targets.Other Employment Promotions for The Rock (radio station) - Going to events and interacting with listeners promoting current competitions. I did this after passing a 6-month Broadcasting course.Security Alarm Installer - Installing security alarms, fire alarms, card access and CCTV in new buildings for businesses.

Resolution of Customer ComplaintsDocumentation Specialist - Creation of knowledge base material for front line agents.Subject Matter Expert - Supporting frontline customer services with my knowledge and expertise.Mentor - Coaching and support of new frontline agents to support and imbed learning's from induction training.