Ian Usher Email and Phone Number

Development of accredited training and supporting infrastructure and services for the Department of Child Safety, Seniors and Disability Services.

redundancy due to downsizing

• Planning and delivering SMS and LMS implementation and management solutions for corporate, government and small to medium enterprises.• Developing learning programs and materials to support the use of the aXcelerate SMS and LMS platform.• Assessing and facilitating client training and development needs to support policies, procedures and systems.

Managing the training and implementation of process, business, HSEQ and productivity improvements for Crystalean clients.> Business analysis to identify client challenges and opportunities.> Process improvement and documentation using ‘product, process, people’ perspectives.> Training and support for client sustainability.

• Leading instructional design and delivery, eLearning and Go1 LMS implementation and management solutions for corporate, government and small to medium enterprises.• Driving collaborative sales for software and eLearning across compliance, professional and personal skills development• Proactively managing client and partner relationships to maximise quality, satisfaction, annual recurring revenue and sales growth.

> Created content and revised existing materials, assessments and methods to ensure learners have an engagement learning experience. > Working closely with compliance and quality assurance teams to ensure all ASQA requirements are met> Develop progress and risk reports to map benchmarks and then adequately support learners to achieve competency.>Included weekly facilitation of  Certificate III Active Volunteering at Australian International Islamic College. Certificate III Aviation (Ground Operations and Service) at Aviation Airways. Leadership, Communication, Conflict Management courses on behalf of CTS Training.

Operating as Duty Manager, coordinating delivery of operations and customer service across check-in, arrivals, departures and ramp operations. > Developed and implemented systems for more efficient and effective work practices.> Designed and implemented a data management system which became the national standard.

As a trainer with Toll Dnata, I was responsible for local development, planning, coordination and delivery of training for 5 airlines across all areas of Passenger Services.Despite not having a training facility with airline systems access I successfully delivered all training to a standard meeting or exceeding national standards.The improvements I was able to influence in staff skills, knowledge and attitude were officially recognised by each of Toll Dnata’s client airlines and led to Virgin selecting me to support the start-up of their operations in Phuket.In addition to my role, I took the initiative to actively contribute to the development and implementation of processes and systems for all areas of Passenger Services, such as planning, scheduling and costing of training, maintenance of staff and training records, a knowledge base for each airline to ensure consistency, accuracy and depth of information available to staff, and a process for managing offloading of passengers which become the national standard.

As a Duty Manager with Qantas, I was responsible for a broad range of operations involving cargo, engineering, operations, sales, ticketing, baggage services, ramp operations and the Qantas Club. My success in the role was due to my ability to successfully negotiate and work with the Supervisors and Managers of more than 22 different airlines to satisfy different cultural and service requirements. In addition to my role, I took the initiative to actively contribute to the development and implementation of processes and systems, resulting in outcomes such as a new unit to integrate the supervision of Arrivals and Departures, Check-in, and Flight Management for better service and productivity, a new system for better management of Immigration Infringements and a system for identification and resolution of operational issues.During a period of secondment to the Baggage Services Supervisor role, I was the first person to perform all the duties while in a relieving role. In addition to my role, I took the initiative to actively contribute to the development and implementation of processes and systems which halved baggage claim processing time and reduced service complaints from 5 per day to less than 1 per week.