Haiden Mccarthy Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Coming almost full circle and back to my learning roots I currently find myself leading the talented and end user audience focussed Learning Experience Design team.In my role I get to lead the design and development of professional learning programs and content for various clients and stakeholders across our business. I work with a team of amazing instructional & eLearning designers who make sure that our learning objectives, content, activities, and assessments match what our… Show more Coming almost full circle and back to my learning roots I currently find myself leading the talented and end user audience focussed Learning Experience Design team.In my role I get to lead the design and development of professional learning programs and content for various clients and stakeholders across our business. I work with a team of amazing instructional & eLearning designers who make sure that our learning objectives, content, activities, and assessments match what our stakeholders need, want, and expect.With the support of the team, we apply best practices and standards for learning design, such as user research, user testing, prototyping, and evaluation, and uses various tools and technologies, such as learning management systems, authoring tools, video editing tools, and web conferencing tools, to create and deliver engaging, interactive, and relevant learning content and materials. Show less

Melbourne, Australia

As the Knowledge Management Lead, I was in charge of everything to do with knowledge management and documentation within Customer Market Operations. I got to decide on the big picture and make sure the team was supporting the needs of the business. I was also responsible for creating and looking after and control AGLs content governance framework in consultation with key stakeholder groups. Most of the people who use the knowledge management tool in this group are call center and back… Show more As the Knowledge Management Lead, I was in charge of everything to do with knowledge management and documentation within Customer Market Operations. I got to decide on the big picture and make sure the team was supporting the needs of the business. I was also responsible for creating and looking after and control AGLs content governance framework in consultation with key stakeholder groups. Most of the people who use the knowledge management tool in this group are call center and back office staff, who work in Australia, the Philippines and India. The remaining users of the knowledge management resources are primarily functional owners and project teams, who require it to identify and resolve issues or implement improvements in their respective areas.A key contribution I was able to make in this role was the implementation of a new Knowledge Management solution in which I was responsible for executing the following:- Analyzing the needs and requirements of our clients and stakeholders, and proposing the best knowledge management solution for them- Designing and developing the knowledge management solution, using various tools and technologies, such as learning management systems, content management systems, authoring tools, and web conferencing tools- Implementing and testing the knowledge management solution, ensuring its functionality, usability, and quality- Training and supporting the users of the knowledge management solution, and providing them with feedback and guidance- Evaluating and monitoring the performance and impact of the knowledge management solution, and making improvements and enhancements as needed Show less

Melbourne, Australia

During my time in the Change & Communications team, we we’re responsible for being the bridge between the rest of the business and our teams that deal with customers, like the contact centres and back office teams. I worked with the people who own the functions, the people who run projects, and anyone else who’s making changes that affect our customers. I helped them make the changes smoother and easier for our customer facing staff.I strongly believe in a two-way approach to change, so… Show more During my time in the Change & Communications team, we we’re responsible for being the bridge between the rest of the business and our teams that deal with customers, like the contact centres and back office teams. I worked with the people who own the functions, the people who run projects, and anyone else who’s making changes that affect our customers. I helped them make the changes smoother and easier for our customer facing staff.I strongly believe in a two-way approach to change, so I focused on helping our people to deliver their outcomes to customers, and also help our Call Centre teams globally to get the information, skills and training they need to give the best customer experience.I worked closely with our Customer Solutions team across Melbourne, Adelaide, Manila and Pampanga, as well as our functional owners. Supporting more than 1000 CSRs who handle more than 70,000 chats and calls every week.Key responsibilities in this role were:- To help my stakeholders understand the need, purpose, and benefits of change initiatives- To provide guidance and support on how to plan, design, and implement change management strategies and plans- To facilitate and coordinate change management activities, such as communication, training, coaching, and feedback- To assess and monitor the impact and effectiveness of change initiatives, and suggest improvements and enhancements- To stay updated on the latest trends, developments, and best practices in the change management field, and share them with clients and stakeholders Show less

In my role as a learning and development consultant I was able to help people in our organisation learn and grow. I had the opportunity to work with different people to figure out what they need and want, and to create and deliver awesome learning solutions for them. I was also able to coach, mentor, and give feedback to support their development.In my role I was responsible for things like:- Finding out more about the business, its culture, and the needs of our contact centre… Show more In my role as a learning and development consultant I was able to help people in our organisation learn and grow. I had the opportunity to work with different people to figure out what they need and want, and to create and deliver awesome learning solutions for them. I was also able to coach, mentor, and give feedback to support their development.In my role I was responsible for things like:- Finding out more about the business, its culture, and the needs of our contact centre employees- Making learning strategies and plans that match the business vision, mission, values, and objectives- Creating and making learning content and materials, like courses, modules, workshops, webinars, e-learning, videos, podcasts, manuals, guides, and assessments- Delivering and running learning programs and activities, like classroom training, online learning, coaching, mentoring, and peer learning- Checking and measuring how effective and impactful the learning programs and activities are- Giving feedback and suggestions for improvement and enhancement of the learning programs and activities- Keeping up to date on the latest trends, developments, and best practices in the learning and development fieldSkills I was able to develop further in this role were:- Knowledge of learning theories, principles, models, and frameworks- Communication, presentation, facilitation, and interpersonal relations- Designing and making engaging, interactive, and relevant learning content and materials- Analytical in doing research and analysis, and checking and measuring learning outcomes- Problem-solving in finding and solving learning issues and challenges- Project management in planning, organizing, and managing learning projects and programs- Teamwork in working with different people- Self-management in working on my own, efficiently and effectively, and meeting deadlines and quality standards- The desire to learn and improve my own skills and knowledge Show less

I began my career at AGL as a call centre operator, and I really enjoyed talking to people and helping them out. My role clear and that was to answer phone calls from customers who had questions, complaints, or feedback about our products or services. My effectiveness in the role meant that I needed to listen to their needs, give them accurate information, and offered them solutions or alternatives. I was also required to record their details and actions in our database (SAP), and… Show more I began my career at AGL as a call centre operator, and I really enjoyed talking to people and helping them out. My role clear and that was to answer phone calls from customers who had questions, complaints, or feedback about our products or services. My effectiveness in the role meant that I needed to listen to their needs, give them accurate information, and offered them solutions or alternatives. I was also required to record their details and actions in our database (SAP), and followed up with them if needed.To do this job well, I needed and developed the following:- A friendly and professional phone manner- Experience in customer service, sales, and telemarketing- A good command of English and other languages as required- A fast and accurate typing speed and basic computer skills- A willingness to learn and adapt to different situations- A positive attitude and the ability to adapt to the changing needs of our customers Show less

Gawler/Elizabeth/Elizabeth Foodcourt

Being a Store Manager was a great way to learn and grow as a leader. I got to handle everything from people, product, and equipment to make sure our customers got the best quality, service, and cleanliness.I also made sure my team followed the rules in all areas, like making good food, keeping our guests happy, managing food, labor, waste, and cash; training our staff; meeting our financial goals; and keeping everything safe and clean.On top of that, I also helped my Shift… Show more Being a Store Manager was a great way to learn and grow as a leader. I got to handle everything from people, product, and equipment to make sure our customers got the best quality, service, and cleanliness.I also made sure my team followed the rules in all areas, like making good food, keeping our guests happy, managing food, labor, waste, and cash; training our staff; meeting our financial goals; and keeping everything safe and clean.On top of that, I also helped my Shift Managers become better leaders, by teaching them how to lead, train, and motivate their teams, communicate well, be honest and fair, and act fast. Show less