Gemma Sinclair Email & Phone Number

Auckland, Nz

Auckland, New Zealand

• Prioritise and oversee roadmap for Education & Student Experience portfolio• Provide expertise and insights to drive decisions on digital investments and manage product lifecycle for the portfolio• Identify and understand user needs and portfolio objectives • Manage trade offs between demand, capacity and budget

Auckland, New Zealand

As Product Owner I am responsible for creating and delivering the Learning and Teaching product roadmap for University of Auckland students and staff.My team and I design and build new LTIs within Canvas LMS (as well as enhancements to existing LTIs) to enhance student experience and teaching activities.Highlight this year was collaborating with stakeholders across faculties to define requirements for Digital Course Outline which will simplify access to course information.2019 Achievements:- Lecture Recordings LTI pilot and enhancements for large classes- Launch of Lecture Recordings in Canvas for all courses in Semester 2 2019- Launch new course outline tool for capturing course information in University template for 2020 courses2020 Achievements:- Implementation of new Canvas instance for English Language Academy which enabled pivot to online delivery this year- Implement cloud player on AWS for lecture recordings and uploads to improve speed and performance for students unable to travel to NZ- Adapt team agile practices to remote working during lockdown - Deliver all exams online in Semester 1 using Canvas and apply lessons learned to online exams for students overseas in Semester 2- Develop and Pilot new integration with course outline tool to export course information to Canvas2021 Achievements:- Deliver UI and SEO improvements to Digital Course Outline - Enable H5P LTI and support Faculty Champions- Deliver online exams via Inspera Assessment including integration with Canvas and bulk creation of exam assignments with key information for students- Pilot Panopto LTI and integrations with Zoom and H5P- Migrate from on-prem to Cloud on Azure 2022 Achievements:- Launch MVP to integrate existing lecture capture system with Panopto for Summer School- Develop full integration to upload lecture capture timetable to Panopto and new lectern application- Implement requested improvements to Reviewer experience in DCO

Singapore, Malaysia, Thailand, Cambodia, Laos, Indonesia

The return journey to New Zealand via SE Asia.Achievements:- Planning and organising transport, accommodation and activites in 6 countries- Learning and practicing greetings and basics in new languages- Resiliance and adapting to situations

London, United Kingdom

After the launch of the new digital learning platform in June 2017 I moved into a Product Manager role developing new features using SCRUM and agile methodologies.Activities includingCapturing requirements as user stories. Refinement and prioritisation of the backlog. Sprint planning and stand-ups with Development team. UAT of new features including testing, raising defects and re-testing ahead of monthly release. Requesting translations where required.Managing IA changes and data requirements with different teams.Monthly Release update to learning community of new features

London, United Kingdom

Design & implementation of new global digital learning platform including: requirements analysis, co-design workshops, user acceptance testing and hypercare activitiesGlobal implementation of Success Factors LMS in all MarketsIntegration of APIs including proof of concepts to validate design and testingEnd to end user acceptance testing including writing test cases, execution and reportingBest learning platform implementation (Silver) - Learning Technology Awards 2017https://towardsmaturity.org/2017/11/30/celebrations-2017-learning-technologies-awards/

London, England, United Kingdom

Working on a number of projects with the global team including LMS Usability Enhancement, Mobile Learning Applications and Social Learning initiatives.Global LMS Upgrade Business LeadMobile Learning Application platform development and testingGlobal rollout of Compliance training to 100,000 employees Virtual Classroom global rolloutMobile learning application supportLearning programme delivery and design support

Auckland, New Zealand

Subject matter expert and manage integrity of LMS and related software including Saba LMS, SkillsOptimiser, Moodle, CellCast and eLearning Software (Articulate Storyline, Articulate Presenter, and Adobe Captivate).Research and test learning software and applications to ensure we are constantly being innovative and looking for better ways of engaging our learning audiences.Achievements: - Developed new processes and best practice for new functionality- Continuous improvement to embed new systems - WBT, Virtual Classrooms, Evaluation and mLearning

Auckland, New Zealand

Administer and support LMS including user access, content management and systems management. Build relationships with support staff and focus on continuous improvement.Achievements:- Saba Rollout to NZ Technical Lead/Co-Project Manager - Design ‘Creative Session’ using smartphones as part of Onboarding programme- Augmented Reality Game and Moodle Administrator - Implementation Business Sales Certification tracked in LMS systemResponsibilities* User and content management within LMS* User support for LMS and eLearning * Information systems management* Reporting and analysis of eLearning and usage of LMS* Local SPOC for global systems training

Auckland, New Zealand

Business and Corporate Support for Vodafone customers including billing, technical support and troubleshooting. Achievements:- Creation of a New Business CSR Manual to support new team members which in 2014 is still being used in the environment- Employee of the Month January 2011- Draft Access to create and edit Knowledgebase articles Responsibilities:- Business / Corporate Support- Residential including LLU - Billing / Provisioning / Technical Support- PSTN / PABX / Centrex Troubleshooting- ADSL (UBS/UBA) Troubleshooting including Naked Broadband- ISDN (BRA/PRI) Troubleshooting- Dial Up Troubleshooting- Email Troubleshooting* LNoM (SIP) Queries* Domains Queries

Auckland, New Zealand

Contact centre support for Mobile business customers. Focus on learning processes and developing best practices (e.g. follow up text message with roaming info) for consistent experiences.Launch of knowledgebase tool a key opportunity to provide feedback on content and processes. Took opportunities to learn Prepay processes to assist with overflow calls. Develop relationships with mobile technical support to better assist with technical queries. Achievements:- The CSR Playroom initiative implemented to provide CSRs with live devices (iPhones, Android and Blackberry devices) to enable agents to better assist and troubleshoot customer queries- High Contributor to KnowledgeBase to improve knowledgebase articles- Prepay, Consumer OA, Business OA* Billing Queries* Basic Troubleshooting for Handsets* Mobile Internet basic troubleshooting

Auckland, New Zealand

Contact centre technical support for fixed line customers. Focus on developing processes and best practice for resolving technical queries. Build relationships with key internal teams to understand their processes and provide higher quality customer support.Achievements:- Suggestion implemented: update information on the customer portal for password changes to reduce customer calls - Suggestion implemented: change the 0800 IVR message to better direct calls* Billing Queries* Technical Support Queries- Dial-Up troubleshooting- ADSL Troubleshooting- Modem Troubleshooting (Dlink, Huawei etc)

Auckland, New Zealand

Processing claims and responding to enquires from customers. Building relationships with key customer accounts and internal stakeholders.Achievements- Improved claims processes and data records as well as developed the training manual for claims functions- Trained claims assistants to assist with processing claims- Assist in creating Post Haste Newsletter to share events and news with the business

Auckland, New Zealand

A two year management training program involving placements within different Freightways brands including: New Zealand Couriers, Sub 60 Couriers, DX Mail, and Online Security. This program was valuable in giving me a working overview of all parts of business including, operations, sales, customer service and administration. As well as working within unique company cultures and management styles.Achievements- New Zealand Couriers, Claims Officer: Developed an organised and structured set of processes which I used to reduce the time taken to process claims and Development of Training & Procedure Manual- Sub 60 Couriers, Client Services Representative: Developed a strong customer service focus and confidence in dealing with and resolving customer issues.- DX Mail, Sales Assistant: Created a process manual which had instructions for key tasks that were preformed weekly, monthly etc as part of the role.- Online Records Management, Cataloguing Officer: Created a training manual for the role, outlining processes for the various systems involved and the cataloguing procedure for new archives. Assisted training of new staff & General Warehouse duties

Postgraduate Diploma In Business

Short Course, Kura Pō Reo Rua & Toru (Te Reo Maōri Intermediate)

Product Management Immersive

Completed the immersive Product Management course in July 2018

Short Course, Web Development

8 week / 16 hour front-end web development course including HTML & CSS, JavaScript, node.js, GitHub

Education record

- User Experience Design Bootcamp - Understanding Information Architecture - Product Management Bootcamp

Diploma, Computing Systems

Completed papers: - Business Systems Analysis (Level 7) - Information Systems Management (Level 7) - Network Design and Implementation.