Lynette Gilbert Email & Phone Number

Brisbane, Qld, Au

In this role I have designed, developed, delivered and assessed learning activities and knowledge across RACQ group, collaborating with team, direct report and key stakeholders to continuously improve learning outcomes across the organisation.● Design and develop session plans and facilitator guides for in-house training● Craft training to appeal to different learning styles● Coordinate face-to-face, online and hybrid training events● Facilitate face-to-face, online and hybrid training events and adjust training delivery to suit participant needs and achieve the best learning outcomes● Create or adjust training programs and materials as needed to reflect changes to insurance industry legislation or internal procedures● Implement the company’s continuous improvement process by collecting feedback from participants and key stakeholders, collaborating with my direct report and team, and adjusting or creating new training programs as required● Ensure learnings are applied post-course by following up with participants and key stakeholders● Training of new employees and upskilling of existing employees in technical and soft skills● Develop competency-based workplace assessments and feedback mechanisms● Stakeholder management, including the identification of stakeholder learning needs through consultation ● Foster a safe and inclusive learning environment aligned with company values● Record keeping and reporting on key training metrics

In this role I was assisting leaders in identifying trends, planning and delivering coaching and development solutions including prepare, schedule and deliver observation and coaching sessions with leaders ● Facilitate calibration session with leaders to ensure consistent interpretation and delivery of the Member Engagement Approach● Develop future training ideas, needs and development activities to leaders, facilitate coaching and development segments at leadership meeting

● Promoted to temporary 12 month secondment to a supervisory role where I was required to lead, recruit, coach and train the team June 2016 - April 2017.● Audited insurance policies and completed call quality reviews ensuring all compliance, regulatory obligations and business rules are adhered to within set time frames ● Training of new team members joining the team

Responding to the needs of customers, selling and providing information on the products and services whilst meeting compliance, regulatory obligations, and business rules, evaluating problems and complaints, providing meaningful solutions, training and coaching new consultants to the team.

Brisbane

Leading a team of up to 20 including supervisors and retail assistants to achieve customer service standards and company objectives, including recruiting, coaching and training.