Joyce Moloney Email & Phone Number

Australia

Sydney, Australia

At one of Australia’s leading cultural institutions, I lead, support and develop the visitor services team ensuring the best visitor experience is provided to all. Working collaboratively with internal and external stakeholders across all sites to ensure museum activities, events and programs run safely, efficiently and effectively. Key Achievements:- Project lead in reviewing and revising the Visitor Services department employee framework for approximately 100 employees, focussing on enhancing the development and learning program across the department. - Developed, implemented and maintained a return to work program for visitor services teams across Powerhouse sites following COVID-19 shutdown periods. The program focussed on revised WHS practices, employee wellbeing and customer service strategies. - In short timeframe, assisted HR in revising the MAAS working from home procedure for all MAAS staff following sites being closed due to COVID-19. - Successfully led, coached and mentored displaced visitor services staff through the ever-changing COVID-19 environment, helping find alternative roles and supporting them in their applications. - Successfully managed multiple events simultaneously across MAAS sites, including the Star Wars Ultimate Fan Weekend which attracted an audience of over 15,000 during a 2-day event at the Powerhouse Ultimo site. - 80% of employees recruited by me as a Recruitment Panel Member have become long term valued employees. - Proposed and subsequently implemented a new team structure to provide a more cohesive team-based environment.- Created, reviewed and streamlined processes, increasing the efficiency and effectiveness of the department; including a review of the casual staff allocation to ensure shifts were distributed fairly and cost effective. - Revised and created a more robust operational induction package for new visitor services employees and facilitated several programs to enhance and develop knowledge across the team.

Sydney, Australia

•Monitored Exhibitions to ensure that all objects, displays, activities, interactives and facilities were in working order and operating effectively, safely making sure potential problems were addressed appropriately. •Provided quality customer service by informing and assisting Museum visitors to ensure that their visit was enjoyable and safe.

Sydney, Australia

• Managed and monitored Transit Officer complaint handling processes and the compliance of the corporate e-mail and internet usage policy, assessing and resolving allegations/complaints of misconduct. Ensured all matters complied with internal business rules, corporate procedures and regulatory guidelines.• Analysed management information to identify trends and implement and advise on improvement strategies. • Provided day-to-day management, advice and guidance to unit staff as well as high-level specialist advice and guidance to employees on handling disciplinary and wider issues of professional conduct to develop organisational knowledge.• Presented/facilitated regular and ad-hoc training workshops on discipline processes

Sydney, Australia

• Resolved and investigated allegations of misconduct in relation to inappropriate usage of computer systems for both criminal proceedings and internal processes. • Ensured all matters were managed with a high level of integrity and confidentiality within business guidelines.• Reviewed and revised internal business strategies in response to changes within company procedures and legislation.

Sydney, Australia

• Managed the efficient co-ordination of the disciplinary process and ensured each stage was dealt with in a timely manner.

Chatswood, Sydney

• Provided efficient co-ordination of training resources and support to the People & Performance department. • Provided assistance and advice to employees on training and development needs analysis.

Hemel Hempstead, United Kingdom

• Organised and facilitated a variety of training courses and events for the Dixons Retail Chain. Assessing training and development needs for front line staff and managers.• Responsible for implementing, reviewing and amending training and induction materials as wells as supporting Retail Managers in conducting competency based interviews whilst enhanced recruitment processes to ensure all potential employees received consistent service.

Hemel Hempstead, United Kingdom

• Through effective co-ordination of 350 delegates successfully delivered training plan for Dixons Commercial Excellence programme to up-skill and develop relationships between the commercial division and 90 multinational suppliers.• Analysed training and development needs for commercial teams to ensure business strategies were met. • Assisted the facilitation of training courses and supervised training administrators.

London, United Kingdom

Increased efficiency of the Document Control Database through a holistic review leading to reduction of man-hours and increased manager self-service. Provided support to the Engineering Team as well as Human Resources during recruitment and training programmes.

London, United Kingdom

In an extremely deadline driven department, organised the rostering of approximately 250 staff and supervisors to ensure day to day train operations ran efficiently. Ensured time-based safety critical competencies were not allowed to lapse by co-ordinating and developing systems for training courses, re-training and competence assessments. Improved service performance and reduced costs through efficient allocation of available resources.

London, United Kingdom

Designed and successfully implemented a ticket training course providing front line staff a better understanding of product knowledge which increased ticket sales.Facilitated a variety of customer service and operational rail safety training for new and existing front-line staff.

London, United Kingdom

Delivered customer service to a broad base of customers in a rail environment whilst ensuring that safety and regulatory procedures were adhered to.

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