Collaborate with Melbourne Magistrates’ Court of Victoria (MCV) and Children’s Court of Victoria (ChCV) stakeholders, and Subject Matter Experts (SMEs) to design, develop, and deliver training for the new Case Management System (CMS) in the Civil, Child Protection, Criminal, and Intervention Order (IVO) jurisdictions.--------------------------------------------------------------------------------------------------------------Design and develop curriculum, course outlines, and instructional plans that align with learning objectives, courts requirements, and legislative and regulatory requirements.Select and apply effective instructional strategies, educational approaches, and learning theories to design an engaging learning experience.Develop instructional materials and resources, such as scripts, storyboards, e-learning modules, facilitator and participant guides, activity guides, presentations, handouts, practice exercises, and facilitation activities to meet learning objectives.Work with the training team to create pre-and-post-training support materials such as user guides, quick reference guides (QRGs), videos, simulations, and more.Build, and manage digital support assets, such as the Training and Support Hub, CMS Help Centre, MadCap Flare projects, Confluence pages, and SharePoint libraries for internal and external audiences.

Collaborated with stakeholder and development teams in Australia and Wilmington, North Carolina to produce comprehensive product documentation for the nCino Banking System.--------------------------------------------------------------------------------------------------------------Produced user guides, standard operating procedures (SOPs), quick reference guides (QRGs), work instructions, fact sheets, process maps, and other customer support material to ensure efficiency, accuracy, and positive user experience.Created and updated administration configuration guides to support quarterly software releases.Wrote quarterly release notes, ensuring all system updates and changes were clearly communicated to clients and stakeholders.Managed content review cycles to ensure consistency, quality, and compliance standards were maintained.Managed JIRA Kanban workflows to track content deliverables and support reporting requirements.

Collaborated with Civil Construction Engineers and Subject Matter Experts (SMEs) to develop and deliver an updated Business Management System (BMS) and a variety of support, instructional, and technical documentation.-----------------------------------------------------------------------------------------------------------------Developed and implemented an updated BMS for SharePoint.Utilised focused and agile project management to ensure efficiencies, requirements, and deadlines were met.Created and updated documentation such as work packs, process maps, standard operating procedures, work instructions, quick reference guides, and forms.Contributed to writing submissions and support presentation materials for the Civil Contractors Federation (CCF) Victoria Earth Works Awards.Delivered a suite of templates and forms to provide a consistent user experience in the new BMS.

Worked with DJR Major Programs and Projects Office (MPPO), Corrections Victoria (CV), Victoria Police (VPOL), Adult Parole Board (APB), and other stakeholders to transition nine CV applications to a cloud-based platform (platform).-----------------------------------------------------------------------------------------------------------------Developed and maintained a project delivery plan to define objectives, timeframes, and deliverables to successfully implement a comprehensive resource suite.Delivered test strategies, plans, reports, handbooks, and instructional, technical, and support documentation to facilitate transition to the platform.Analysed existing business processes and materials to determine if resources were suitable for repurposing or required archiving to ensure quality control on the platform.Translated and refined interim or under-developed content into new document formats to ensure platform consistency.Tracked the end-to-end publication lifecycle of all project documentation to ensure all deliverables were produced.

Collaborated with Information Technology (IT) and Information Security (InfoSec) teams to update existing and write new documentation to align with Latitude best practice and regulatory changes to meet Australian ISO Standards.-----------------------------------------------------------------------------------------------------------------Wrote new and updated existing documentation including but not limited to policies, standards, process maps, standard operation procedures (SOPs), work instructions, and quick reference guides (QRGs) to comply with ISO Standards.Translated and refined interim or under-developed technical content into fully functional end-user documents and processes.Managed content workflows, version histories, document control, and administered content management sites such as SharePoint.Maintained source materials such as style guides and templates to align with corporate image guidelines.

Collaborated with client stakeholders and Subject Matter Experts (SMEs) across multiple industry sectors including energy, finance, childcare, and aged care to deliver best practise knowledge management strategies and contact centre support content.-----------------------------------------------------------------------------------------------------------------Organised and interpreted source material to create new client content within a predefined scope.Facilitated SME interviews and development workshops to ensure the delivery of tailored, fit-for-purpose content.Used various knowledge and content management tools to support client requirements.Managed the quality assurance and publication review cycle to ensure accurate, consistent, and on-brand content was produced.Balanced the demands of multiple projects at different stages of development to ensure delivery dates were met.

Worked with internal and external stakeholders and Subject Matter Experts (SMEs) to design, develop, and deliver SAP training programs across Victoria.-----------------------------------------------------------------------------------------------------------------Conducted Instructional Design (ID) mapping to identify required objectives that ensured learning outcomes were engaging, efficient, and cost-effective.Delivered training materials, including lesson plans, guides, manuals, learning activities, and assessments using SAP Workforce Performance Builder (WPB) to support training delivery and post-training activities.Reviewed training materials to ensure quality, consistency, and confirm alignment with the Electricity Safety Act 1998 and the Gas Safety Act 1997.Partnered with various business units and COMMS team to coordinate delivery of the new SAP education training program.Worked with training leads and super users to deliver train-the-trainer sessions, ensuring a smooth handover of the training program.

Worked with subject matter experts (SMEs) to create a comprehensive case management handbook, meeting the TEQSA Act 2011 standards and aligning with the Higher Education Standards Framework (Threshold Standards) 2021.-----------------------------------------------------------------------------------------------------------------Created a clear and comprehensive guide to help case managers assess and register higher education providers to accredit their courses.Maintained a change request register and issue log addressing feedback, suggested improvements, and potential issues to ensure high-quality publishing standards and respond to ad-hoc requests as needed.Partnered with COMMS team to communicate roll out and hand the project over to the business, ensuring they had accurate, up-to-date resources to maintain operations and drive continuous improvement.

Collaborated with business stakeholders and Subject Matter Experts (SMEs) to review out-dated SAP user documentation to identify process gaps, update requirements, and recommend improvements impacting user experience.-----------------------------------------------------------------------------------------------------------------Delivered suite of knowledge-based documents including standard operating procedures (SOPs), quick reference guides (QRGs), work instructions, fact sheets, and procedures ensuring content, presentation and accessibility met user and operational requirements.Converted existing SAP technical content and process maps into practical documentation to preserve existing process knowledge.Managed review cycle and version controls to ensure consistency, compliance, and accuracy of technical documentation and knowledge articles.Partnered with Capability and Quality Assurance to implement the knowledge suite and communicate content delivery to stakeholders.Conducted handover processes to ensure smooth transition of content into BAU practices.

Collaborated with business units across multiple projects to create and maintain a wide range of knowledge artefacts.-----------------------------------------------------------------------------------------------------------------Identified areas for improvement and provided feedback to enhance practices, processes, and systems, to positively impact the call centre customer experience.Authored comprehensive documentation, such as standard operating procedures (SOPs), quick reference guides (QRGs), work instructions, training materials, common tasks, and agent scripts, to ensure clear, concise, and accurate business process knowledge.Maintained style guides and templates to ensure consistency and adherence to business branding guidelines.Reviewed, revised, and updated existing content to ensure it met user and operational requirements.Maintained current knowledge of business, system, procedural, and best practice requirements to ensure compliance with energy industry standards.

Management and resolution of customer cases deemed too complex or resource-intensive for standard Resolution processes. Negotiating mutually beneficial outcomes with customers in line with Origin guidelines and standards.

Frontline customer contact (inbound/outbound calls) in a fast-paced, high volume call centre in both sales and service roles including attachment selling, up-selling and cross-selling.

My role involved the typical call centre staples such as product sales, attachment selling, up-selling and cross-selling, and exploring every opportunity to bring over new customers - all while handling billing enquiries, disputes and payment arrangements and general customer enquiries or complaints.

Managing up to 15 staff, both full time and casual, in a fast paced sales environment. Fully autonomous oversight of the sales floor, including driving increased sales turnover through enhanced customer experience and satisfaction.Frontline customer service and sales across electrical departments, displaying strong product knowledge and complete solution sales.