Artist Lead for Sheppard, Amy Sheppard, Mia Rodriguez, Mason Watts and Indiana Massara at Chugg Music.

Working in the Training team sitting within the People & Capability department, I have:• Served as the Training Lead on large business projects requiring collaboration with senior stakeholders, tight deadlines and engaging, multi-site training delivery leading to positive learning outcomes and results.• These projects ranged from almost no budget to multi-million dollar, demonstrating an ability to work with flexibility and still deliver a polished product. Many of them running concurrently.• Managed all external studies within the business, guiding 20-30 students through their Certificate IV and/or Diplomas in General Insurance; some within a Traineeship framework. • Maintained extensive training records through our LMS and reports.• Worked with P&C business partners and fellow trainers to ensure a seamless delivery of projects and outcomes during our transition to working from home through Covid-19. This included contributing to team morale through our staff facebook page.

• Lead facilitator and assessor for the Brisbane campus with a key focus on enhancing the employability of university graduates in an accredited Professional Year (PY) program. • Winner of the 2018 staff prize for ‘Do What Actually Works.’• Demonstrated leadership at the Brisbane campus liaising often with stakeholders in Melbourne and Sydney, as well as fellow Brisbane colleagues, to give our customers a smooth experience.• Delivery of graduate workshops for key corporate partners such as NAB and QUT with exceptional feedback from the client, the participants and senior management.• Given the responsibility to oversee the Re-Assessment Workshop program nationally; assisting 500+ students monthly to a competent course status and allowing them to graduate.• Invited to join the CSR cohort to enhance staff and community engagement.

• Manager of all Capability functions within the business as a member of the HR team.• Designed and facilitated the Neto corporate induction for all new employees in week one of their roles.• Lead facilitator and instructional designer for the Customer Support team with implementation of Salesforce CRM across the business.• Lead facilitator and instructional designer for the Sales team with a key focus on improving capability and sales results through implementation of the Challenger Sales model.• Worked with external consultants to upskill and realign values and KPIs within the Customer Support team.• Conducted full training needs analysis to determine priorities and deliver positive outcomes in a short period.• Designed, developed and delivered Capability Workshops for existing sales staff and management – technical training and soft skills coaching.• Established and nurtured influential relationships with key stakeholders at a senior leadership level to keep a positive communication link between the Capability team, other Neto departments (sales, customer success, design, product) and external parties.

• Lead facilitator and instructional designer for the General Insurance program with a key focus on motor, property and Lloyd’s insurance claims.• Designed, developed and delivered the General Insurance onboarding induction piece as part of an improved retention strategy within the business.• Conducted full training needs analysis to determine priorities and deliver positive outcomes in a short period of time.• Exhibited agility and flexibility to build induction programs with ever-changing third party client requirements. • Established and nurtured influential relationships with key stakeholders to keep a positive communication link between the Learning and Development department and all relevant business units.

• Key facilitator for the company’s Life Insurance induction program * On-floor coaching of new recruits as they transition into teams* Bridging relationship gaps between operational staff / management and Learning and Development* Quality Assurance monitoring, including but not limited to, adhering to factual and general advice.• Key facilitator and designer for the company’s Service Excellence program delivered across multiple business units including Quality Assurance, Motor Claims, Home Claims and Client Services.• Established and nurtured influential relationships with key stakeholders to keep a positive communication link between the Learning and Development department and all relevant business units. • In conjunction with the Design team, developed and updated all related training materials to ensure that new recruits are given a world-class training experience when they join the company.• Regularly apply my advanced writing skills through my journalism background to deliver various projects for the Learning and Development team in an effective and efficient timeframe.• Selected to deliver the Mary Gober ‘Customer Connections’ program across the business as part of a new, bold service initiative.• Subject Matter Expert and key facilitator and designer for the company’s Motor Claims induction program.• Key facilitator for the company’s Travel induction program.• Facilitator for Compare The Market staff inductions program.• Deliver People and Culture corporate inductions across the business.• Work with a committed team to deliver enthusiastic and skilled consultants to the business, who in turn delivers outstanding customer service to our clients.• Nominated in the 2015 Act for Kids Vietnam Challenge to raise funds and awareness for the Auto & General primary charity.

• Delivered high-impact, competency-based training programs for a multicultural audience in line with service delivery/corporate objectives and business planning. • Part of the team to design and train the award-winning A380 Cabin Service experience for the airline.• Design and development of many service-related courses used across a wide platform within the company.• Delivered Corporate Inductions introducing a global staff base to Arabic and Islamic culture in order to educate and assimilate new trainees into their new surroundings.• Regular Master of Ceremonies to present and award graduation certificates to new and promoted staff in an auditorium seating over one thousand people. This role involved extensive relationship building with very senior management up to Chairman and Sheikh level.• Performance management in line with policy while maintaining morale and helping colleagues and learners find their potential in their roles.• Monitored, observed, guided and supported learners throughout the training program through objective, constructive feedback.