Designed, delivered and implemented training solutions to meet the outcomes of the End to End Residential Aged Care (E2ERAC) Project- implementation of AutumnCare Care and Clinical, and Autumn Care Medicate. This project involved the transition of paper-based residential care and clinical documentation and medication management to an electronic system. 24 residential care sites and over 2000 staff were trained as part of this implementationKey Responsibilities• Assisted in the development, design and execution of the E2ERAC training programs, content and resources • Facilitated multiple Face to Face training sessions at RSL Care Residential Aged Care facilities across Queensland in early readiness activities and implementation of AutumnCare Care and Clinical. Completion of AutumnCare Medicate in November 2017.• Ensured that key learning outcomes were achieved and business requirements met • Working with key Stakeholders, developed tailored training solutions that met both the project and onsite requirementsKey Achievements• Designed, delivered and evaluated change readiness training as part of early readiness strategy which ensured that all attendees could articulate the outcomes of the project, the differences between customer experience and customer service, and how change can impact the way people work• Designed, delivered and evaluated implementation training solutions ensuring that all staff successfully transition from paper based environment to an electronic resident record management system• Established and maintained strong, productive relationships with leadership teams and staff from Residential Aged Care Sites I trained. This resulted in very successful implementation of electronic resident record management system and has continues to be sustainable post Go Live• Delivered quality project outcomes at all times within agreed timeframes and budget.

• Designed, delivered and evaluated train the trainer program for Learning and Development Project Team which ensured newly employed trainers were up-skilled and ready to deliver multiple training sessions.• Delivered compliance training at both national and state level using a variety of delivery methods that best suited stakeholder requirements, which ensured that all frontline teams could confidently articulate to customers the significant changes made to Medicare levy surcharge entitlements, as well changes to products and costs. • Part of team that successfully delivered training for the successful implementation of a national knowledge management system ensuring that all teams were confident at accessing information using the new knowledge management system.

• Successfully developed and delivered the Service Capability Leadership program to over 400 participants, influencing a lift in leadership capabilities across service teams as evidenced through strong Management/Leadership practice results in the Customer Service 2012 Global People Survey • Developed the Voice of Customer Behavioural Coaching program and delivered this to all Contact Centre Leaders. Researched best practice methods to develop a coaching guide and delivered a full day, tailored program to leaders. This enabled leaders to coach their people using real-time feedback and shift behaviours to provide customers with a ‘health experience’ as opposed to a transactional relationship. • Developed training for consultants using the accelerated learning method to measure customer advocacy. This initiative enabled frontline consultants to receive direct feedback from customers and better identify development needs.• Developed strong relationships with Customer Service and Sales Leaders as key stakeholder for Leadership Capability Programs, which resulted in more effective leaders across the business• Developed an effective conversational framework using appropriate soft skills to manage challenging customer calls regarding Health Care Rebate changes post 1st July 2012. Delivered over 50 X 20 minute sessions to frontline teams, resulting in a much higher level of customer service and regard for the Bupa brand.

• Secured a national agreement of design and delivery methods ensuring that all stakeholder and external vendor requirements were satisfactorily met• Successfully coordinated all logistical requirements in often very challenging situations• Delivered multiple training sessions across two states, ensuring consistency of delivery and uniform outcomes• Delivered outcomes which ensured improvement in customer interactions within customer service teams and reduction in behavioural based complaints

• Analysis and identification of skill and knowledge gaps using a variety of data to provide effective monthly coaching support to Retail Centres, Contact Centres and Back Office Operations• Working with compliance team to identify compliance and quality assurance issues and provide effective coaching and support to relevant teams• Delivery of training in newly implemented customer complaint process across multiple states.• Coordination of all logistical requirements for all training sessions for newly implemented customer complaints process.

• Providing “on the job” support, advice and coaching to frontline staff including customer service and sales contact centres and retail network• Delivering one on one product, business process and technical training to contact centres both in Brisbane and Adelaide, and also to retail centres Australia wide• Developing and maintaining positive relationships with internal customers and stakeholders• Subject Matter Expert for newly implement Document Management Process