I am a lead facilitator at 10,000 HOURS. We design and deliver live and virtual content for Training, Conferences and Offsites. And we have been honing our craft for more than 20 years. Prior to joining the 10,000 Hours team, I founded and built Quadtree, a training consultancy company. 
We work with global organisations and their teams, partnering with them to navigate the complexities of organisational life.

Quadtree looks at bridging the gap between where people are and where they want to be. Quadtree facilitators have built an outstanding reputation training, facilitating, coaching and developing over 10,000 people in the areas of:Customer Service Train the TrainerFacilitation SkillsPresentation SkillsCoachingEmotional IntelligenceTeam BuildingLeadership & ManagementChange ManagementCreative Problem Solving.These programs are delivered both face to face and in online environments. Electra was awarded the the Gold LearnX Online Facilitator Award in 2014. Quadtree works with award winning Registered Training Organisations (RTOs) to deliver engaging, high impact qualifications training. The Nationally Recognised Qualifications that Quadtree facilitators are accredited to train and facilitate include: - Certificate IV in Training and Assessment- Certificate IV in Frontline Management- Diploma of Management- Certificate III in Customer ContactQuadtree facilitators are also accredited in the following profiling tools: - DiSC Profiling- HBDI Thinking Preferences Further to this, Electra is an accredited Lego Serious Play facilitator! Yep...LEGO! We'd love to hear about your business needs and to work with your organisation to think and achieve better

Organisational Facilitator, conducting training, facilitation and design activities for public schedule programs and key clients. Electra brings a strong presence to the training room and is able to create a positive learning environment for the benefit of all participants. Her hands-on, practical approach ensures that participants fully appreciate how to apply their new skills and knowledge in the workplace.Feedback from students is always extremely positive as they respond to Electra’s energy and passion for her subject matter. Participants benefit from Electra’s experience in terms of working with managers and her ability to influence at all levels of the organisation.Examples of feedback on Electra include the following:“Electra was awesome!! She fully understood what our challenges were and she provided us with strong insights in to how we can progress.”“Electra shared so much of her experience with us and I am taking away a great deal of information that I intend sharing with my team.”“Electra really connected with our group and we completed our qualification and gained some excellent new ideas.”“Your style of training is just awesome and I truly believe that I would not have succeeded without your learning environment. You made me believe that it was possible and it was. I felt I could ask you anything and approach you about anything as well.” Key Clients include :Department of Defence | PeopleBank | Phillips | Canon | Flight Centre | Sydney Dental Hospital | Clarence Valley Council | NSW Police | Macquarie Bank | Essential Energy | Sydney City Council |Jurlique | Tiger Logistics | SNP Security | UBank

Managed, developed and supported a team of 8 coaches/trainers for the St George Bank Customer Contact Centre.Designed, developed and implemented Customer Experience training courses for frontline staff. Designed, developed and implemented Skill Refresher sessions, for new and existing staff. These sessions resulted in a 5% uplift in Net Promoter Score (NPS), increased Team Leader involvement of staff learning initiatives and a decrease in skill knowledge gaps across all geographical locations. Designed, developed and implemented Train The Trainer development course for coaches and trainers. Implementation of eSME, in-house Knowledge Management tool for 800+ frontline staff, containing product, policy and procedural information for customer-facing staff. This resulted in a decrease of time spent in classroom training, a reduction in customer hold time, and an uplift in NPS.Designed, developed and implemented Customer Contact Centre “Learn-Do-Learn” training model for the Induction program, using learning methodologies to design the learning with a mixture of classroom training and work-based application This resulted in empowered consultants post training, an uplift in NPS, and the introduction of competency-based assessments.Development and implementation of KPIs for coaches/trainers. Engagement with external RTOs and implementation of Nationally Accredited Courses, as part of development of internal staff. Designed, developed and managed Training calendar for Contact Centre business unit. Provided personal mentoring and coaching to frontline staff. Engaged with external stakeholders for learning/training requirements. Designed, developed and delivered training as a part of project rollouts.

Worked along the project team, to design, develop and implement change initiatives for a new campaign management system. Engaged with business unit stakeholders to determine specific training and communications requirementsDesigned and developed training materials for project roll out.Designed and developed communication materials for project roll out.

Software training to frontline staff in the Customer Contact Centre. Soft skills facilitation to frontline staff in the Customer Contact Centre. Business Acumen training for management staff in the Customer Contact Centre. Conducted regular stakeholder engagement activities to determine learning/training needs for Contact Centre business unit. Design, development and implementation of training resources, such as facilitator guides, powerpoint slides, participant workbooks, assessments, training games and activities, for 6 Contact Centre skill sets. Redesigned, develop and implement the St George Bank Customer Contact Centre (CCC) Lending Service Training Program. The success of this project resulted in an increase in productivity. Designed, developed and implemented Tele-lab sessions in the CCC Induction Training Program. The CCC management team reported the implementation a success with consultants feeling empowered and prepared to take calls within 2 days. The training program time frame was also reduced from 15 to 12 days.Designed, developed, implemented and facilitated CCC Team Leader Induction Training Program.Designed, developed and implemented the Customer Contact Centre Buddy Accreditation Program, available to existing consultants to train new consultants on the job, post-training. The program was viewed by the business as the stepping-stone for consultants looking to move into a senior role.Designed, developed and implemented Training Request procedures guides and forms, previously not in place. CCC Management reported the procedures streamlined the training request process.

Trained and qualified to handled inbound calls relating to general customer service, investments, personal lending and residential lending skills.Analysing and assessing of inbound telephone applications for personal loans, credit cards, home loans whilst complying with the Banks lending protocols. Advancing the business by acting on up-selling and cross-selling opportunities of the banks other products and services.Achieved average of 120% of KPI’s and targets consistently every month. Generated business for deposit accounts. Approximately $2 million in funded accounts and over $80 million in settled home loans over a 2-year period.Created sales tips and techniques sheets based on my own experience and success as a sales person and shared these with colleagues to encourage improved team performance.Actively participated in training new starters within the contact centre post classroom training. Provided supervisory support during management absence, and coached, trained and developed existing staff. Created various techniques to improve customer service process and procedures and implemented those changes.Actively and effectively dealt with customer complaints and escalations.