Elsa Pahnke Email & Phone Number

Helping organisations transform their customer experience through learning and development strategies.I innovate, using the latest research from neuroscience & positive psychology to deliver tailored transformation programs to support business objectives, promote risk awareness and add value to the customer service chain. I inspire, educate, coach and support people across all levels and disciplines. Using an Agile approach I am able to deliver quickly & adapt core curricula to meet the needs of both leaders & their teams. By delivering metricated improvements I build strong stakeholder engagement & support across the organisation. I am able to provide tangible tools that staff can use in order to effectively contribute quickly while enhancing their own personal development. I foster & promote the importance of mandatory training as part of a greater learning environment driving compliance to 97% in targeted teams.Delivering a range of programs over 12+ yrs. to ~8000 staff, in a wide variety of learning vectors including;- Designed eLearning curricula ( +70 modules: product, industry & culture) Customer service training (~6,450 staff, including 800+ in India) Onboarding ( ~ 1500 staff )  Diversity and cultural awareness (~2,500) Soft skills (~ 1450 staff inc. call centre, customer management, in house hospitality, external suppliers and IT & Operations specialists)  Resilience ( ~450 staff )Expertise in:- Cultural Transformation, Facilitation, Leadership Development, Change Management, Customer Experience & VOC analytics, Partner Management, OD design & development, Executive Coaching, Diversity Awareness, Productivity, CohenBrown SMEClients inc: GIO, CBA, Cuscal, City of Parramatta, Force Fire, BMD, Alinta Energy, IBM, Telstra, HP, DiData, TCS, OptusMaking each interaction positive, I create an appreciation of the benefits of change & growth on both a personal & corporate level. This, in turn, grows a healthy corporate culture for the company, its staff & its customers.

Listed skills include Change Management, Stakeholder Management, Strategy, Business Process Improvement, and 47 others.